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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

00:30:38

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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00:55:19

Think you know Gen Z? Think again - Interview with...

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

2025/09/18

Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me today to talk about some research that they recently released called Shifting States, which examines Gen Z behaviours and digital expectations. We explore the implications of this research, what it means for brands, and how they should adjust their thinking and marketing. Additionally, Matt outlines five principles that will help brands build

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00:36:59

Why most brands build chatbots backwards - Interview...

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

2025/09/03

Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communications Platform as a Service) provider. Sophie joins me today to talk about why most brands build chatbots backwards, why success hinges on journey-led design, not tech-first thinking, how to design real conversational experiences and key pitfalls to avoid with AI assistants.This interview follows on from my recent interview – The value of

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01:01:17

The value of hyperpersonalization and the state of CX...

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

2025/08/27

Today’s episode of the Punk CX podcast is with Greg Kihlström from The Agile Brand. Greg is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. A couple of months ago, Greg invited me to be a guest on his show, and we took the opportunity to meet up and record the episode while he was in Scotland recently on vacation. We covered a lot of ground, including

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00:35:06

Envisioning a personal AI agent for every customer -...

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

2025/08/20

Today’s episode of the Punk CX podcast is with Malte Kosub, the co-founder and CEO of Parloa, a provider of an enterprise-grade AI agent management platform for customer service. Malte joins me today to talk about standing out in an increasingly crowded field, his vision for how customer support will evolve over the coming five years, and what successful companies are doing to allow them to tap into the potential of this new technological wave.This interview follows on from my recent

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00:39:00

Transforming CX with predictable AI and workflow...

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

2025/08/06

Today’s episode of the Punk CX podcast is with Rebecca Miller, Senior Product Strategy Manager in the customer service and sales automation division at Pega. Rebecca joined me on the podcast recently to talk about the recently announced Pega Self-Service Agent, the problem with the current solutions in the market, why Pega is taking a fundamentally different approach to self-service and why it’s critical that these types of solutions leverage enterprise workflows.This podcast is sponsored by

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01:08:19

Overcome incrementality by reimagining customer and...

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

2025/07/31

Today’s episode of the Punk CX podcast features two interviews. The first is with Scott Russell, CEO at NiCE, a provider of AI-driven customer service software that helps deliver automation & personalized experiences at scale. Scott and I talk about their recent Interactions events in Las Vegas and London, why many organisations are still uncertain about how to best leverage AI and innovation to transform customer experiences, why we should be creating a more human experience and not just

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01:00:29

Five blind spots that get in the way of customer...

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

2025/07/22

Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data that empowers B2B businesses to drive revenue growth, optimize operations, and enhance customer lifetime value. Toni joins me today to discuss five different blind spots that he believes many organisations suffer from when it comes to understanding their customers, driving growth, and where they should focus their

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00:44:05

SRM and why it matters to growth and customer...

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

2025/07/17

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 Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obsession with growth can be counterproductive, what the heck SRM is, why marketers should be thinking about customer segment compatibility and what

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00:38:53

Employee understanding and cracking the code of a...

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

2025/07/08

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 in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between employee engagement and employee experience, the time that Annette was working at JD Power & Assocs and W. Earl Sasser, Jr. and Leonard

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00:50:48

Without context, an insight is worth nothing -...

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

2025/06/26

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 seamless customer experiences by aligning teams around the customer journey. We discuss customer journeys, journey mapping, and data, highlighting how businesses risk exacerbating data overwhelm if they don’t rethink their approach. Additionally, we explore the finding that 41% of business leaders rarely involve other departments in

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00:55:06

Voice still reigns in customer service - Interview...

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

2025/06/16

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 recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,’ why voice channels aren’t relics of the past but are, in fact, essential infrastructure, that customer service interactions are becoming increasingly contentious and what their AI capabilities are

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00:40:54

The future of CX and agentic CX - Interview with Sid...

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

2025/06/09

Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge. This time around, we talk about what has happened in those intervening years, what brought him out of ‘retirement’, how to balance the human touch and AI in CX, the future of both CX and agentic CX, the role of LLMs in disrupting the

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00:36:40

Customer-centric innovation and Amazon's PRFAQ -...

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

2025/05/30

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 Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creating your first one.This interview follows on from my recent interview – Lush’s Journey: Balancing Innovation, Empathy, and Customer Care – Interview

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00:27:18

Lush’s Journey: Balancing Innovation, Empathy, and...

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

2025/05/22

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 recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and

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551 results

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