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PODCAST

Punk CX: Customer Experience Insights with Adrian Swinscoe

Adrian Swinscoe | Customer Experience Strategy Expert

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

business management

All Episodes

00:39:55

Omnichannel was a myth - Interview with Gaurav Passi...

Punk CX: Customer Experience Insights with Adrian... ·

2025/05/13

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 (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer.This interview follows on from my recent interview – Why businesses need to invest in both brand and customer experience – Interview with Martin Gill of Forrester – and is number 540 in the series of interviews with authors

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00:39:27

Why businesses need to invest in both brand and...

Punk CX: Customer Experience Insights with Adrian... ·

2025/05/02

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 taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise growth, what practitioners should be keeping in mind when thinking about design for the future of experiences and the role of organisational culture and

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00:35:03

Legacy transformation, agentic AI and how to get it...

Punk CX: Customer Experience Insights with Adrian... ·

2025/04/23

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 joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are implementing agentic solutions and it is causing chaos, a better way to do it, Pega Blueprint, legacy transformation and how to get it right.This

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00:57:42

Starting a resolution revolution - Interview with Tom...

Punk CX: Customer Experience Insights with Adrian... ·

2025/04/15

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 event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements,

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00:29:25

AI-driven search volumes are exploding and what...

Punk CX: Customer Experience Insights with Adrian... ·

2025/04/08

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 some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search and shopping behaviours, what brands should be doing in response and his highlights from the event.This interview follows on from my recent

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01:03:43

The art and the science of listening - Interview with...

Punk CX: Customer Experience Insights with Adrian... ·

2025/03/26

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: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX and Engineering at Qualtrics, and Isabelle Zdatny is the Head of Thought Leadership at Qualtrics XM Institute. We talk about all of the latest

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00:47:25

Testing and experimentation is everyone's problem -...

Punk CX: Customer Experience Insights with Adrian... ·

2025/03/18

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 Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers.This interview follows on from my recent interview – There are five types of loyalty but only two are growing – Interview with Sara Richter of SAP Emarsys - and is

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00:54:05

There are five types of loyalty but only two are...

Punk CX: Customer Experience Insights with Adrian... ·

2025/03/10

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 customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX professionals should be thinking about, and what brands should be doing to engender (true) loyalty with their customers. This interview follows on from my recent interview –

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00:49:53

Harnessing the contact center's potential as a...

Punk CX: Customer Experience Insights with Adrian... ·

2025/02/19

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 becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy, people, process and technology, what sort of impact will this have on customer centricity and how we are likely to see the contact center emerge as

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00:59:26

Life Lessons I Learned From Being A Line Cook -...

Punk CX: Customer Experience Insights with Adrian... ·

2025/02/13

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 headquartered in Ann Arbor, Michigan, USA. Ari is a friend, a veteran of the podcast and was also one of the contributors to Punk XL. Ari joins me today to talk about his latest missive - a chapbook entitled Life Lessons I Learned From Being A Line Cook; what a chapbook is, the insights behind some of the lessons and what they mean from an

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00:43:37

The natural home of the contact center is under the...

Punk CX: Customer Experience Insights with Adrian... ·

2025/02/05

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, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact centers helping to automate the majority of contact center interactions by 2035, how AI is going to bring back the ability to treat customers like human

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00:53:05

The majority of agents don't find AI useful in their...

Punk CX: Customer Experience Insights with Adrian... ·

2025/01/25

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 Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key

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00:40:17

We got everyone involved in support and made our...

Punk CX: Customer Experience Insights with Adrian... ·

2025/01/17

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 collaboration. Kenji joins me today to talk about why email isn’t dead and why Front takes an email-first approach, getting everyone involved in the support queue, including the CEO, and why they made their customer support metrics public. You can check them out here.This interview follows on from my recent interview – Data ontology and

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01:05:15

Data ontology and rethinking customer support metrics...

Punk CX: Customer Experience Insights with Adrian... ·

2025/01/07

Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins me today to talk about why the dominant metrics that are currently being used in customer support are broken, “The ‘Hamster Wheel’ Dilemma,” why AI and human agents are bound to fail without a cohesive, actionable data model and, finally, why churn is customer service’s darkest secret.This interview

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00:46:32

The impact of influencer marketing on customer...

Punk CX: Customer Experience Insights with Adrian... ·

2024/12/20

Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate, and measure their creator marketing campaigns. Daphne joins me today to talk about influencer marketing, it’s growth and influence on customer experience and engagement, how to get it right and the impact of generative AI tools on this space.This interview follows on from my recent interview – An eight-step discovery process to

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01:09:41

An eight-step discovery process to help master the...

Punk CX: Customer Experience Insights with Adrian... ·

2024/12/13

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 talk about his new book, Mastering the Customer Experience, why it was over twenty-five years in the making, the eight-step discovery model at its heart and how it can help companies execute and deliver better experience outcomes.This interview follows on from my recent interview – Pandemic maths and measuring all of marketing –

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00:43:33

Pandemic maths and measuring all of marketing -...

Punk CX: Customer Experience Insights with Adrian... ·

2024/12/06

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 about how Alembic is applying mathematics and AI, developed for identifying causes, treatments, and mortality during the pandemic, to tracing the results of marketing initiatives across the board, what that means for marketers and how they ended up with a series of backers, that include NVIDIA’s Jensen Huang, DreamWorks founder Jeffrey

en

00:37:42

Broken funnels, flywheels and human messaging - Key...

Punk CX: Customer Experience Insights with Adrian... ·

2024/11/29

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 Elizabeth Hall in London. First up is Daphne Costa Lopes, Global Director of Customer Success at HubSpot, who I talk to about why the marketing funnel is broken, why we should be thinking about a flywheel instead and having a dedicated space in their CRM platform for customer success professionals and leaders. Following that chat, I spoke to

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00:43:22

It's not about the customer's journey with our...

Punk CX: Customer Experience Insights with Adrian... ·

2024/11/15

Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use spatial data and analysis for more efficient delivery routes, better behavioural marketing, strategic store placements, and much much more. Nadine joins me today to talk about taking a different approach to customer success, the level of alignment (or lack of alignment) customer success teams often have with other teams

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00:32:51

The third wave of customer support - Interview with...

Punk CX: Customer Experience Insights with Adrian... ·

2024/11/04

Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the findings of their recently released 2024 customer service survey: The third wave of customer support, what might be stopping some customer service teams from not investing in AI tools and capabilities, where they are investing, how it is benefitting them and some advice for customer service leaders looking to

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551 results

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