Shows / Punk CX: Customer Experience Insights with Adrian Swinscoe
Punk CX: Customer Experience Insights with Adrian Swinscoe
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…
Episodes
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180ops
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The future of CX and agentic CX - Interview with Sid Banerjee of Medallia
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci
Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush
Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Omnichannel was a myth - Interview with Gaurav Passi of Zingly
Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester
Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega
Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk
Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe
Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics
Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely
Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys
Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate
Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Life Lessons I Learned From Being A Line Cook - Interview with Ari Weinzweig
Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food business group…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The natural home of the contact center is under the CMO - Interview with Alex Levin of Regal.io
Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey
Today’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front
Today’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built for…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc
Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The impact of influencer marketing on customer experience - Interview with Daphne Robertson of #paid
Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva
Today’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Pandemic maths and measuring all of marketing - Interview with Gregory Kennedy of Alembic Technologies
Today’s podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executives. We talk…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024
Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
It's not about the customer's journey with our platform, it's about the customer's journey - Interview with Nadine Macklin of Carto
Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard
Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The five promises of personalization - Interview with Mark Abraham and David Edelman
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8
Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs that…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai
Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane
Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind to…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot
Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa
Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow
Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega
Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The Netherlands…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish
Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever
Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft
Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the retail space…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
If you aren't fixing the bigger picture, then you are just putting a band-aid on the problem - Interview with Zig Serafin of Qualtrics
Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Episode 500: Some reflections on the last 13 years
In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Woop! Now, I…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins
Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how to…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
You don't get promoted for teaching people how to wash their hands - Interview with James Lawther
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
What happens when you give data back to people? - Interview with Jamie Smith of Customer Futures
Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
A look inside a punk-inspired contact center - Interview with David Powers
Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David joins me…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX
Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Leadership lessons from the winner of the 2023 CX Leader of the Year - Interview with Roxie Strohmenger of UKG
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO - VP, CX Strategy at UKG (Ultimate Kronos…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia
Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX success, his view…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst
Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The raw and honest truth about what agents think about their jobs - Interview with Juanita Coley
Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, a…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
The challenge with conversational analysis in the Nordics - Interview with Tue Martin Berg of Capturi
Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia's leading software provider for conversation analysis…
- Punk CX: Customer Experience Insights with Adrian Swinscoe
Are you doing change to people or with people? - Interview with Phil Lewis and Claire Croft of Corporate Punk
Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform…