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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

00:47:41

Basketball, false hustle and metrics that matter -...

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

2024/10/24

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 next-generation solution for automating contact center quality assurance scoring. Thomas is also an author and joins me today to talk about his new book: false hustle: Transforming Customer Experience from Illusion to Impact, what ‘false hustle’ is, how to spot it, the paradox of efficiency and personalization and, if you identify that you

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00:53:33

The five promises of personalization - Interview with...

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

2024/10/15

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 today to talk about their new book: PERSONALIZED: Customer Strategy in the Age of AI, defining personalization, the equation P=n×v2, the five promises of personalization, the technology that brands need to embrace to deliver true personalization, the role of AI in all of this, the customer service C-suite loop and some examples of brands who

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00:55:28

There are major tectonic shifts taking place in the...

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

2024/10/08

Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what’s going on in the BPO space, what shifts are happening, what the future of outsourcing looks like, and what are some of the main challenges ahead.This interview

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00:50:31

Within five years, contact center agents will become...

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

2024/09/27

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 helps companies of any size deliver differentiated customer experiences. I’ve spoken to Sam a couple of times, and every time, we have great conversations where we rummage around some of the big issues that organizations are facing when it comes to delivering against customer expectations. This one is no different and touches on everything

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00:46:59

Building customer loyalty and a human connection in...

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

2024/09/16

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 become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscape and some of the big trends and technologies that will drive and shape the future of customer experience.This interview follows on from my recent

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00:48:27

If it matters for your customer, it’s important -...

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

2024/09/04

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 combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega. It is then swiftly followed by a chat that I had with Simon Thorpe, Director - Global Product Marketing - Customer Service & Sales Automation, at Pega, who is then joined partway through the conversation by James

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00:46:47

Print-era thinking is holding personalization efforts...

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

2024/08/27

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI decisioning. Vivek joins me today to talk about their recent 2024 Audience of One research report, content creation as a key bottleneck in personalisation efforts, how automation through the increased use of artificial intelligence is permitting marketers to take a more strategy-focused approach, how

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00:55:24

Agents view agent-assist technology as more important...

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

2024/08/14

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 about two reports that they recently published ( the Agent Experience (AX) Benchmark Report 2024 and the Customer Experience (CX) Benchmark Report 2024), why a bot must emulate a company’s brand and how to keep this authentic to your brand, the importance of building a multilingual bot and the importance of protecting vulnerable

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00:41:04

The Brand Connectome™ and why we are doing marketing...

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

2024/08/05

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 accelerate brand and business growth. Leslie joins me today to talk about her new book, THE POWER OF INSTINCT: The New Rules of Persuasion in Business and Life, why she thinks we have entered the age of instinct, being 10-15 years ahead of Dan Ariely and Daniel Kahnemann, the Brand Connectome™ and growth triggers amongst a bunch of other

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00:49:08

The customer isn’t always right - Interview with...

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

2024/07/25

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 customer isn’t always right, how siloed systems inhibit the delivery of tailored experiences, and what brands should be doing more of to drive customer-led growth.This interview follows on from my recent interview – There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale

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00:26:07

There needs to be a really tight relationship between...

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

2024/07/19

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 talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and surprise & delight strategies.This interview follows on from my recent interview – The ongoing decline of brand loyalty, what’s driving it

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00:45:06

The ongoing decline of brand loyalty, what’s driving...

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

2024/07/09

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 Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report.This interview follows on from my recent interview – We’ve only just scratched the surface of artificial intelligence – Interview

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00:27:24

We've only just scratched the surface of artificial...

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

2024/07/01

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. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what’s coming next in the enterprise AI space.This interview follows on from my recent interview – Listening and taking action at scale – Interview with Ron Secrist of Citi and

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00:30:41

Listening and taking action at scale - Interview with...

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

2024/06/21

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President of CX Transformation at Dish. I met both of them when I attended Qualtrics’ X4 Summit in Salt Lake City last month and talked to them about their Qualtrics journey, what they are doing with AI and what listening and taking action at scale means for them.This interview follows on from my recent interview – How to get

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00:40:25

How to get 2.7mln ‘Mom & Pop’ stores to adopt a new...

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

2024/06/13

Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at Adobe’s Global Summit in Las Vegas back in late March. We talked about how they got 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform that Prashaant and his team at Unilever have developed, what it can do and what impact it has had on the retailers as well as what sort of changes Unilever has had to

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00:44:43

Lessons learnt from testing Copilot for service...

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

2024/06/04

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 it is having on the agent experience and also customer/business outcomes, their experience trialling it extensively with their own customer service engineers, how their early adopter clients are leveraging Co-Pilot in Service, what they have done, the outcomes they achieved, how long it took them to achieve those outcomes and, finally,

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00:21:04

Personalisation and the pink elephant in the room -...

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

2024/05/28

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 Vegas after she spoke on the Main Stage. Emma and I talk about the importance of your personal brand in marketing and CX leadership, the pink elephant in the room, what personalisation means for TSB, what they have done to deliver that, what impact it has had, and the importance of speaking the language of your CFO.This interview follows on

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00:42:07

Making in-store grocery shopping fun and going viral...

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

2024/05/17

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, why and how they are reaching into the physical retail domain, what they are up to, the benefits for both the customer and business and a look into the future of retail.This interview follows on from my recent interview – If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig

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00:22:04

If you aren't fixing the bigger picture, then you are...

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

2024/05/08

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 Salt Lake City. We talked about Qualtrics’ vision, the highlights from the event, the XM Operating system, Qualtrics AI and the hundred different AI models that they have built, how they are empowering 43 out of 50 of the world’s largest brands to listen and then take action at scale and in real-time and the upcoming Qualtrics X4 EMEA

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00:38:45

The Generative AI landscape: The good, the bad and...

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

2024/05/01

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 upcoming PegaWorld iNspire 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he’s most looking forward to at the event, the good and bad about the tech offerings out there in the market right now, and why it’s the “boring” use of AI that really will help

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551 results

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