Punk CX: Customer Experience Insights with Adrian Swinscoe
BookmarkAdrian Swinscoe | Customer Experience Strategy Expert
Punk CX: Customer Experience Insights with Adrian Swinscoe is a business podcast hosted by Adrian Swinscoe | Customer Experience Strategy Expert. It has 572 episodes, with the latest published April 2026.
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.
business ·en ·572 episodes
Experience is Everything - Interview with Jeannie Walters
The unstructured data revolution in CRM - Interview with David Roberts of SugarCRM
Closing the experience gap - Interview with Qualtrics executives from X4
The enduring and evolving ‘craft’ of customer support - Interview with Nick Francis
How executives can turn fragmented CX efforts into enterprise-wide customer obsession - Interview with Ray Gerber
More Than A Motto - Interview with Justin Robbins of Metric Sherpa
The split personality disorder plaguing many brands - Interview with Ping Wu of Cresta
Transforming experience for business outcomes - Interview with Sid Banerjee, Mike Murchison and Paloma Paraja
The dangers of a CCaaS monoculture - Interview with Paul Hughes of Mitel
Loyalty is the core economic engine - Interview with Sara Richter and Fred Reichheld
Accessibility drives customer acquisition - Interview with Joel Kellhofer of SignWow
From product-led innovation to a service-led experience model - Interview with Deborah Honig of Samsung UK & Ireland
Automate problems, not just symptoms - Interview with Nick Clark of BCG
Describing yourself as ‘AI-first’ is a mistake - Interview with Chris Morrissey of Zoom
Brands should avoid making Gen AI or chatbots their sole frontline - Interview with Phil Regnault of PwC
Douglas Adams’ Babelfish concept just got much closer - Interview with Sharath Keshava Narayana of Sanas
Twilio's secret sauce and CarFinance247's road to success - Interviews from Twilio SIGNAL London 2025
Are machines making marketers more human? - Interview with Elizabeth Maxson of Contentful
Why you need the I4JM in your life - Interview with Mark Smith and Ray Gerber
CX is reaching a tipping point - Interview with Jonathan Rosenberg of Five9
How Vodafone, Rabobank and others are driving meaningful results with AI - Interview with Matt Healy of Pega
Equip people with AI to enable them to lead with emotional intelligence - Interview with Miranda Collard of TP
Some of the most innovative brands in the world are using AI to create a service dividend - Interview with Tom Eggemeier of Zendesk
The terms deflection and containment should be banned - Interviews from Cisco's WebexOne
The State of Customer Engagement - Interview with Chris Koehler of Twilio
Closing the CX chasm - Interview with Jamie Anderson of UserTesting
Creating a customer service system that scales without losing authenticity - Interview with Ty Givens of CX Collective
Think you know Gen Z? Think again - Interview with Matt Powell of Great State
Why most brands build chatbots backwards - Interview with Sophie Cheng of Sinch
The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agile Brand
Envisioning a personal AI agent for every customer - Interview with Malte Kosub of Parloa
Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega
Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO and Staysure's COO
Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180ops
SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton
Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz
Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo
Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI
The future of CX and agentic CX - Interview with Sid Banerjee of Medallia
Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush
Omnichannel was a myth - Interview with Gaurav Passi of Zingly
Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk
AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe
The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics
Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely
There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys
Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate
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