Adrian Swinscoe
Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.
Why leadership must partner with AI to fix contact center attrition
To better understand how things are changing in the customer service and experience space, I spend quite a bit of time speaking with technology...
Why you need the I4JM in your life – Interview with Mark Smith and Ray Gerber
Podcast 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...
Zurich puts empathy firmly back on the customer experience agenda
For the longest time, customers have bemoaned the fact that the experiences they have with brands lack empathy. Almost ten years ago, Accenture published a global...
CX is reaching a tipping point – Interview with Jonathan Rosenberg of Five9
Podcast 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...
On-premise contact centres don’t need to miss out on AI innovation
Like many other vendor events in the customer service and experience space, there were numerous announcements at Cisco’s recent WebexOne event in San Diego. Here are the headlines...
How Vodafone, Rabobank and others are driving meaningful results with AI – Interview with Matt Healy of Pega
Podcast 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...
New US legislation is likely to drive AI adoption rather than create jobs
On Aug. 12, a new piece of legislation, the Keep Call Centers in America Act of 2025, was introduced into the U.S. House of Representatives....
Equip people with AI to enable them to lead with emotional intelligence – Interview with Miranda Collard of TP
Podcast 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)....
AI-powered conversations: Infobip’s unified approach
At the beginning of September, Infobip, a leading Cloud Communications as a Service (CPaaS) platform, and the MoneyGram Haas Formula One (F1) team announced that they were...
Some of the most innovative brands in the world are using AI to create a service dividend – Interview...
Podcast 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...
Why your AI initiative could fail – and how to fix it
The artificial intelligence (AI) revolution is fundamentally altering the nature of enterprise software. And nowhere is this truer than in the customer service space. Traditionally, the responsibility...
The terms deflection and containment should be banned – Interviews from Cisco’s WebexOne
Podcast 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...
The State of Customer Engagement – Interview with Chris Koehler of Twilio
Podcast 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...
The leadership skills gap hindering customer experience efforts
According to IDC, 67% of CIOs report that the “accelerating arrival of new technologies” such as artificial intelligence (AI) is causing a serious skills shortage,...
Closing the CX chasm – Interview with Jamie Anderson of UserTesting
Podcast 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...
The Evolution Of Retail: A Quarter-Century Of Customer Experience Shifts
We are a quarter of the way through the 21st century. I was reminded of that fact the other day, and it made me pause...
Creating a customer service system that scales without losing authenticity – Interview with Ty Givens of CX Collective
Podcast 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...
Think you know Gen Z? Think again – Interview with Matt Powell of Great State
Podcast 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...
Why most brands build chatbots backwards – Interview with Sophie Cheng of Sinch
Podcast 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...
The value of hyperpersonalization and the state of CX – Interview with Greg Kihlström of The Agile Brand
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...