Meet the CX Network team: Content Producer Adam Muspratt

"Whether if its a grand or small gesture, surprising a customer with a gesture of any size is a great way of winning them back," says CX Network’s Content Producer.

Adam Muspratt

You may already be familiar with a few of the faces behind CX Network through our newsletter, email and social updates, and the authors referenced in our content pieces.

Not everyone, however, gets their deserving time in the spotlight. These are the superstars working tirelessly behind-the-scenes to provide you with our insightful content, podcast series, thought leadership and groundbreaking virtual events.

You may remember meeting our Community Manager Patrick Gallagher a few weeks back, in the first edition of our Meet the Team-series.

This time, meet Content Producer Adam Muspratt

Tell us three things we should know about you? 

  1. At a fencing tournament, I scored three points against the rank 40-something in the UK.
  2. I’ve witnessed Messi score a hattrick in real life.
  3. By age 15 I had visited all eight regions of the East Midlands County, Northamptonshire.

What do you do at CX Network? 

I’m a content producer. I mostly build, source and publish multi-media content for CX Network. That includes everything from in-depth reports and guides (see below), to working on fun editorial-type pieces like this one!

SEE ALSO: A customer experience guide to chatbots

If you weren’t in your current role, where would you be?

I’d probably be in a coffee shop “working on my novel”. It was always my go-to excuse post-university while my employed friends asked me what I was doing with my life. English graduates will never admit it, but there isn’t always a novel. The ability to unflinchingly blag about a non-existent novel to friends and family alike is an unspoken art.

What makes you happy?

A nice long and intricate single take in a film. The longer the better!

Also, writing my novel. It’s about the Boxer Rebellion at the tail-end of the 20th century. It’s a deconstruction of pan-imperialist literature and follows a stream of consciousness narrative to really get into the head of the main character, Jeff…

Who has been an inspiration in your career or life?

Rudyard Kipling. My dad gave me an embroidery of the final stanza of his famous poem "If—". Though, the final line was misspelt and I grew up thinking my parents wanted me to be a mason.

What do you consider your greatest achievement?

Right now, I’d rank completing my Masters up there. The jump from BA to MA was a big one and it takes a great effort to do an additional year of university. But I feel my greatest achievement is yet to come. I’m always looking to improve and achieve more with every passing day.

If you could change one thing from your past, what would you do differently?

Scoring that winning touchdown. It was bottom of the 9th and a wicked spiral was coming my way but I fumbled it and ruptured my knee in three places – ending my bowling career instantly.

What is your motto?

Life goes on. It always does, until it doesn't.

Love leadership interviews? Check out our weekly CX podcast series with host Seth Adler! For a taster, here is his recent interview with the Senior Analytics Manager at RBS, Nick Muir

Where do you see yourself in 10 years time?

This question used to terrify me – but after getting stuck into a few different roles, including telephonic customer service, freelance writing, and start-up work and finally landing my first (current) full-time content production role, I can safely say that in ten years time I will be 10 years older.

Finally, what is the best customer experience you have ever received?

I always get amazing customer experience from those monthly craft-beer delivery websites. Beer 52 is particularly good. I once cancelled my subscription to Beer 52 and a few weeks later they mailed me a postcard with a token for a free crate as an “apology” (not that they did anything wrong in the first place).

Whether its a grand or small gesture, surprising a customer with a gesture of any size is a great way of winning them back. Customer experience like that really sticks with the consumer – and I have signed back.