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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

01:06:47

Transforming experience for business outcomes -...

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

2026/02/19

Today’s episode of the Punk CX podcast features three interviews I recorded whilst at Medallia’s Experience event in Las Vegas on the 10th, 11th and 12th February. The interviews are with Sid Banerjee, Chief Strategy Officer at Medallia, Mike Murchison, co-founder and CEO of Ada, and Paloma Paraja, Customer Experience Manager at Santalucia Seguros. We cover the big themes of the conference, the latest developments at Medallia, agentic CX, building an ACX team, the importance of context in

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00:37:18

The dangers of a CCaaS monoculture - Interview with...

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

2026/02/12

Today’s episode of the Punk CX podcast features Paul Hughes, who is Head of Direct Sales for the UKISA region at Mitel, where he helps organisations use technology to deliver human experiences built on trust, empathy, loyalty, and logic. Paul joins me today to talk about why hybrid is the new default and not a compromise, the dangers of a CCaaS monoculture, the problem with AI sameness and why most bots feel identical, linking UC/CX investment to business outcomes like revenue, resilience, and

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00:44:15

Loyalty is the core economic engine - Interview with...

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

2026/02/05

Today’s episode of the Punk CX podcast features Sara Richter, CMO at SAP Emarsys, and Fred Reichheld, Creator of the Net Promoter System®, Bain Fellow, and loyalty visionary. Sara and Fred join me on the podcast to talk about how the organisations that win treat NPS as a management system rather than a one-off score, the state of loyalty, including the impact that AI is having on loyalty, the idea of Earned Growth Rate that was introduced in Net Promoter 3.0 and what brands should be focusing

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00:32:45

Accessibility drives customer acquisition - Interview...

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

2026/01/29

Today’s episode of the Punk CX podcast is with Joel Kellhofer, CEO of SignWow, which offers business BSL solutions, including Video Relay Service & Video Remote Interpreting, to make services accessible to Deaf customers. We talk about Joel’s background and experiences as a Deaf founder, some of the everyday communication barriers Deaf people face in public services, healthcare, hospitality, and retail, why brands often don’t design experiences that work for everyone, what they should be

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00:49:55

From product-led innovation to a service-led...

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

2026/01/22

Today’s episode of the Punk CX podcast is with Deborah Honig, Chief Customer Officer at Samsung UK & Ireland. Deborah joins me today to talk about shifting Samsung’s UK & Ireland business from innovation-led storytelling to service-led experiences, the servitization process, how they are building AI into their products, how they are building trust with customers to fuel adoption, how customers are reacting to that and what’s next for Samsung and their move towards service-led

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00:57:55

Automate problems, not just symptoms - Interview with...

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

2026/01/15

Today’s episode of the Punk CX podcast is with Nick Clark, a Partner & Director in the Service & Support Operations practice at Boston Consulting Group (BCG), as well as the author of the Service Matters! newsletter, which is a weekly newsletter about customer service, that he writes in a personal capacity. Nick joins me today to talk about why success with AI in customer service is much less about technical capability and much more about strategy, that brands need to go beyond the

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00:39:09

Describing yourself as ‘AI-first’ is a mistake -...

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

2026/01/09

Today’s episode of the Punk CX podcast is with Chris Morrissey, who is the General Manager and Global Head of CX Sales & Go-To-Market at Zoom, where he drives strategy and execution for the company's customer experience business. Chris joins me today to talk about why describing yourself as ‘AI-first’ these days is a mistake, why reducing effort outweighs everything else in CX, the difference between "lip service personalization" and true personalization and how we should be moving beyond

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00:52:05

Brands should avoid making Gen AI or chatbots their...

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

2025/12/18

Today’s episode of the Punk CX podcast is with Phil Regnault, Marketing Transformation Partner at PwC & PwC’s Adobe Alliance Leader.Phil and I talk about the recently published results of PwC’s 2025 Customer Experience Survey, which was a US-focused survey, and a recently released fresh cut of their survey featuring exclusive insights from Adobe users. We also talk about how many organisations are still struggling to scale their AI projects, generate meaningful commercial returns, or

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00:35:07

Douglas Adams’ Babelfish concept just got much closer...

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

2025/12/11

Today’s episode of the Punk CX podcast is with Sharath Keshava Narayana, CEO and Co-Founder of Sanas, which provides a real-time speech understanding platform with accent translation, noise cancellation and now real-time speech translation technology.Sharath and I talk about the challenges with current translation methods, what they are doing with regards to real-time speech translation, the possibilities that this type of technology offers for customer service and experience and the exciting

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00:40:36

Twilio's secret sauce and CarFinance247's road to...

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

2025/12/04

Today’s episode of the Punk CX podcast a two-parter that I recorded while attending the Twilio SIGNAL event in London on November 19th. My first guest is Peter Bell, VP of EMEA Marketing at Twilio. Peter and I talk about his highlights from the event, what he is seeing companies do well/right to help them harness the obvious potential of all of the new technology that is emerging, as well as some examples of brands that they are working with, what they are doing, what challenges they are

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00:31:28

Are machines making marketers more human? - Interview...

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

2025/11/25

Today’s episode of the Punk CX podcast features a discussion I recently had with Elizabeth Maxson, CMO at Contentful, a digital experience platform trusted by more than 4,200 companies around the world. Elizabeth joins me today to talk about a research report they recently published called When Machines Make Marketers More Human, whether marketers are moving beyond experimentation with AI tools, what sort of pain points/challenges they are facing, the possibility that all of these new tools are

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00:50:51

Why you need the I4JM in your life - Interview with...

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

2025/11/21

Today’s episode of the Punk CX podcast features a discussion I recently had with Ray Gerber and Mark Smith, Co-Founders of the Institute for Journey Management (I4JM). We talk about customer journeys, where most people go wrong with them, some examples of customer journeys done right, where AI fits into all of this, the backstory to the Institute for Journey Management, the problem they are trying to solve, and their plans for the coming year.Disclosure: I’ve known Mark and Ray for sometime

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00:41:01

CX is reaching a tipping point - Interview with...

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

2025/11/13

Today’s episode of the Punk CX podcast features a discussion I recently had with Jonathan Rosenberg, who is the Chief Technology Officer and head of AI at Five9. Jonathan and I talk about why he believes CX is reaching a tipping point and what’s driving that, how things are likely to change for customers, agents, and businesses, what he’s seeing companies do well/right, as well as what to avoid in order to better harness the obvious potential of AI.This interview follows on from my recent

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00:43:23

How Vodafone, Rabobank and others are driving...

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

2025/11/06

Today’s episode of the Punk CX podcast features a chat that I recently had with Matt Healy, Senior Director of Product Marketing at Pega, where we talk about legacy transformation, how big some of the legacy challenges facing firms are, how Pega is responding, why it’s important for organisations to have a real strategy with respect to AI agents in order to get meaningful results rather than just applying a bunch of agents and hoping for the best and some lessons from the most successful

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00:30:38

Equip people with AI to enable them to lead with...

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

2025/10/30

Today’s episode of the Punk CX podcast features a chat that I had with Miranda Collard, who is the CEO of the Americas at TP (formerly Teleperformance). Miranda and I talk about Miranda’s career journey from employee #27 to now being the CEO of the Americas, how she still takes customer calls, why the future of CX isn’t about bots versus humans, how this technological (r)evolution is changing the role that TP plays with their clients, the lessons that TP have learned about how to drive real

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00:24:21

Some of the most innovative brands in the world are...

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

2025/10/23

Today’s episode of the Punk CX podcast features a chat that I had with Tom Eggemeier, the Chief Executive Officer of Zendesk, following the conclusion of Zendesk’s recent AI Summit. We talk about the highlights from the event, what’s different from what they announced at Relate back in March, how they now have 20,000 customers using their AI and where they are seeing the fastest and most effective adoption, their recent acquisition of HyperArc and what it will bring to their platform in terms

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01:01:42

The terms deflection and containment should be banned...

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

2025/10/16

Today’s episode of the Punk CX podcast is a three-part episode featuring conversations I had with Vinod Muthukrishnan, the VP & COO for the Webex Customer Experience Business Unit at Cisco, Chang Chang, a Senior Director of Product for Cloud CX Solutions at Cisco and a Cisco Webex customer - Patrick Cornish, a Senior Network Engineer specialising in collaboration Architecture and Engineering at BancFirst, while at WebexOne recently in San Diego. We talk about their highlights from the

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00:40:57

The State of Customer Engagement - Interview with...

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

2025/10/09

Today’s episode of the Punk CX podcast features Chris Koehler, the Chief Marketing Officer at Twilio. We discuss Twilio’s recently published State of Customer Engagement Report, how many brands are using AI to personalise experiences and the impact they are seeing as a result, customer concerns about the use of their data, the rise of first-party data strategies, how increasingly customers want control over their personalisation settings, whether we are witnessing a convergence of marketing,

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00:55:38

Closing the CX chasm - Interview with Jamie Anderson...

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

2025/10/02

Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what companies believe they deliver and what customers actually experience, and how this can be fixed with human-first design. We also explore how AI risks disconnecting teams from real human needs if left unsupervised, why many digital experiences suck and what we should do about it.This interview follows on from my recent interview –

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00:47:06

Creating a customer service system that scales...

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

2025/09/25

Today’s episode of the Punk CX podcast is with Ty Givens, who is the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Ty joins me today to talk about how emotional labour and systems thinking are missing from leadership, why there is a better way to reduce employee churn and inconsistency rather than chasing tools, burnout for team leads, and how to get fast-growing support teams that are often

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