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.
Envisioning a personal AI agent for every customer – Interview with Malte Kosub of Parloa
Podcast 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...
Future-proofing leaders & CX: Soft skills in an AI world
In a previous article, I cited a couple of studies from IBM and Accenture that reported that organizations’ efforts to scale and deliver a return from their AI investments...
Five blind spots that get in the way of customer understanding and growth – Interview with Toni Keskinen of...
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...
Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000...
SRM and why it matters to growth and customer experience – Interview with Ryan Hamilton
Podcast 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...
Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the...
Employee understanding and cracking the code of a better employee experience – Interview with Annette Franz
Podcast 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...
Without context, an insight is worth nothing – Interview with Jochem van der Veer of TheyDo
Podcast 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...
Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Podcast 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...
How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with...
The future of CX and agentic CX – Interview with Sid Banerjee of Medallia
Podcast 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...
Customer-centric innovation and Amazon’s PRFAQ – Interview with Marcelo Calbucci
Podcast 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...
Marketers underestimate how loyal customers are and don’t understand what drives their loyalty
In December of last year, as part of my annual predictions piece, I wrote that many consumers have faced a tough time economically over...
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care – Interview with Naomi Rankin of Lush
Podcast 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,...
Here comes the customer service resolution revolution
When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, founded Zendesk in 2007, they aimed to revolutionize customer service by creating beautifully simple software that enabled...
Omnichannel was a myth – Interview with Gaurav Passi of Zingly
Podcast Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently...
Agentic AI and building connections with customers in the moments that matter
We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show...
Why businesses need to invest in both brand and customer experience – Interview with Martin Gill of Forrester
Podcast 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...
Key insights from Adobe Summit on agentic AI and B2B innovation
Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobe’s annual customer event. Last year‘s event was dominated by...
Unpacking the voice assumptions that are holding back many CX efforts
Millennials and Generation-Z don’t want to talk on the phone is a claim that you will often hear repeated across the media landscape on...