Punk CX: Customer Experience Insights with Adrian Swinscoe

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 technologies and related issues. Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.

Punk CX: Customer Experience Insights with Adrian Swinscoe is a business podcast hosted by Adrian Swinscoe, with 590 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Adrian Swinscoe hosts Punk CX: Customer Experience Insights with Adrian Swinscoe, a business show with 590 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #599

  Why your contact centre cost model is broken - Interview with Robert Bradshaw of WiserOwl

  Aug 13, 202639 min

  Today’s episode of the Punk CX podcast features a chat I had with Robert Bradshaw, the founder and president of WiserOwl , a consulting firm that measures what contact centre work actually costs. We talk about how contact centres measure activity with extraordinary precision but cost it using an average that erases all of that precision, what that means in practice, the impact of AI on all of that, what contact centre leaders should be doing instead, and how using actual cost data solves the two most important contact centre problems in the enterprise. It’s a fascinating discussion. This interview follows on from my recent interview – Why digital accessibility is no longer optional in an AI-first world – Interview with Jeff Coyle of Siteimprove – and is number 599 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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  Episode #598

  Why digital accessibility is no longer optional in an AI-first world - Interview with Jeff Coyle of Siteimprove

  Aug 6, 202641 min

  Today’s episode of the Punk CX podcast features a chat I had with Jeff Coyle, Head of Strategy at Siteimprove , an agentic content intelligence platform designed to unify accessibility, analytics, SEO/AEO, and content strategy. We talk about the idea that digital accessibility has often been treated as a compliance obligation or a “mission-driven initiative” by enterprise organisations, but AI is now making that untenable. We also cover why digitally accessible information has a significant and positive impact from a technical SEO standpoint, the impact of AI-powered search (AEO/GEO) on all of this, and what brands should be doing to address this issue. This interview follows on from my recent interview – Using generative agent simulations to drive better experience outcomes in healthcare – Interview with Sri Narasimhan of CVS Health – and is number 598 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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  Episode #597

  Using generative agent simulations to drive better experience outcomes in healthcare - Interview with Sri Narasimhan of CVS Health

  Jul 30, 202643 min

  Today’s episode of the Punk CX podcast features a chat I had with Sri Narasimhan, the VP of Enterprise Customer Experience and Insights at CVS Health , where he leads efforts to drive meaningful organisational changes based on customer, client, and patient feedback. We talk about a whitepaper that he recently co-authored with Simile CEO Joon Park on using generative agent simulations in health care, the problem they are solving with this new approach, whether that means they will no longer be doing research with ‘real’ customers, how they have built their AI “agentic twins”, the impact of this approach and how their customers (patients) are responding to their use of AI. This interview follows on from my recent interview – Start with Strategy, Iterate Like a Band – Interview with Craig Crisler of SupportNinja – and is number 597 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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  Episode #596

  Start with Strategy, Iterate Like a Band - Interview with Craig Crisler of SupportNinja

  Jul 23, 202651 min

  Today’s episode of the Punk CX podcast features a chat I had with Craig Crisler, CEO at SupportNinja . Craig and I discuss why the CX industry is at an inflection point, why most CX problems aren’t actually people problems, how AI is exposing (and sometimes worsening) CX gaps, how new agents will learn in the wake of large-scale automation of many simple and routine tasks, and how more experienced agents will ‘rest’ when their work is focused solely on more complex issues, amongst other things. This interview follows on from my recent interview – The NiCE World London Takeover of the Punk CX Podcast Part Two – and is number 596 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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  Episode #595

  The NiCE World London Takeover of the Punk CX Podcast Part Two

  Jul 16, 202634 min

  Welcome to the NiCE World London Takeover of the Punk CX Podcast. This is Part Two of a two-part series of chats that I had with NiCE executives, a couple of their clients and an analyst while at NiCE World London at the beginning of July. In Part Two, I have a chat with Taz Chowdhury, Consultant and former Strategic Delivery Lead, Birmingham City Council and follow that up with a chat with Oru Mohiuddin, Research Director, IDC . This interview follows on from my recent interview – The NiCE World London Takeover of the Punk CX Podcast Part One – and is number 595 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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