Punk CX: Customer Experience Insights with Adrian Swinscoe

Welcome to the NiCE World London Takeover of the Punk CX Podcast. This is Part One 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 last week. In Part One, I have a chat with Michelle Cooper, Chief Marketing Officer at NiCE, and follow that up with a chat with Chris Herbert, Director of Customer Service - Service Del...

Today’s episode of the Punk CX podcast features a chat I had with Katja Forbes, Author, Advisor & Keynote Speaker, about her new book: Machine Customers: The Evolution has Begun: How AI that buys is changing everything . We talk about what exactly a machine customer is, what proportion of both B2B and B2C transactions are likely to be driven by machine customers in five years time, if we are s...

Today’s episode of the Punk CX podcast is Part Two of a two-parter featuring a series of chats I had with Pega executives while at Pegaworld in Las Vegas a couple of weeks ago. In this episode, I talk with Matt Healy, Senior Director, Product Strategy & Marketing at Pega, and Tara DeZao, Senior Product Marketing Director at Pega. Some of the things we cover include the big themes and takeaways...

Today’s episode of the Punk CX podcast is Part One of a two-parter featuring a series of chats I had with Pega executives and one of their clients while at Pegaworld in Las Vegas last week. In this episode, I talk with Ken Stillwell, COO & CFO at Pega and Peter Lacroix, Head of Low-Code, Achmea , a long-time customer of Pega’s. Some of the things we cover include the big themes and takeaways f...

Today’s episode of the Punk CX podcast features a chat I had with Andrew Bialecki, the co-founder and co-CEO of Klaviyo , the autonomous B2C CRM that helps brands understand who their customers actually are – so every interaction feels personal. We talk about how customer experience is becoming autonomous, why every brand is becoming a service company, what organizations will need to do to make th...

Today’s episode of the Punk CX podcast features a chat I had with Jamie Homen, Chief Customer Officer at Mural , a leading visual work platform. Jamie and I talk about why speed without alignment creates experience debt, the role AI is playing in that, how organizations should be thinking about using customer interaction data to influence product and roadmap prioritisation decisions, and why align...

Today’s episode of the Punk CX podcast features a series of interviews that I conducted with Zendesk executives while at Relate , their annual customer event in Denver last week. I talked to Tom Eggemeier, CEO, Zendesk, Shana Simmons, CLO, Zendesk, and Cristina Fonseca, VP Product, Zendesk. Some of the things we cover include the big themes and takeaways from the event, including some background o...

Today’s episode of the Punk CX podcast features a recent conversation I had with Chris Angus, VP Sales EMEA at 8x8 , a leading contact center and communications software provider. Chris and I talk about why AI is now table stakes in CX, but trust is not, where organizations are falling down when it comes to establishing trust with their customers, responsible AI, why human oversight is essential t...

Today’s episode of the Punk CX podcast features a recent conversation I had with Gregg Johnson, CEO of Invoca , a leading revenue execution platform. Gregg and I recorded this podcast while we were both at Adobe Summit in Las Vegas recently. We talk about why the buying experience is broken at the exact moment customers need help most, why trust is the competitive moat, whether we will see more an...

Today’s episode of the Punk CX podcast features a recent conversation I had with Charlene Li about her new book, Winning with AI: The 90-Day Blueprint for Success (co-authored with Dr Katia Walsh). We talk about why 90 Days, why you don’t need a separate AI strategy, why most AI initiatives fail and fail to improve customer outcomes, the use case trap, the shift that leaders need to make from "kno...

Today’s episode of the Punk CX podcast features a series of interviews that I conducted with Adobe executives while at Adobe Summit last week in Las Vegas. I talked to Luc Dammann, President EMEA, Adobe and his colleagues Nina Caruso, Group Product Marketing Manager, Real-Time CDP, Adobe and Vivek Pandya, Lead Insights Analyst, Adobe and we covered the big themes and takeaways from the event, whet...

Today’s episode of the Punk CX podcast features a recent chat I had with Charles Melcher, Founder and CEO of Future of Storytelling and the author of a big new book called THE FUTURE OF STORYTELLING: How Immersive Experiences are Transforming Our World . Charles joins me to talk about his new book, why we often find it hard to tell stories in different contexts, and the role of storytelling in cus...

Today’s episode of the Punk CX podcast features a recent chat I had with Don Schuerman, who is CTO and Head of Marketing at Pegasystems . Don and I had a chat about what the big themes of PegaWorld 2026 , which will be taking place in Vegas from June 7th-9th, are, what’s actually working in the real world with all of this new AI technology and how it is being applied to digital transformation, cus...

Today’s episode of the Punk CX podcast features a recent chat I had with Jeannie Walters, who is the Founder and CEO of Experience Investigators , an international keynote speaker, and an author. Jeannie and I caught up at a recent event we were both at, and I took the opportunity to have a chat with her about her new book: Experience is Everything: Making Every Moment Count in the Age of Customer...

Today’s episode of the Punk CX podcast features a recent chat I had with David Roberts, President and CEO of SugarCRM , the sales CRM platform focused on B2B growth. We talk about why sellers/salespeople don’t get any value from CRM systems, whether the advent of AI makes things better, whether organisations are taking a tool-first, problem-second approach, what they should be doing instead, and t...

Today’s episode of the Punk CX podcast features a series of interviews that I conducted at Qualtrics ’ recent X4 event in Seattle and features conversations with Qualtrics executives at the event: Brad Anderson, President of Products, UX, Engineering & Security; Mark Hammond, SVP Core AI - starting at 14:59; Assaf Keren, SVP and Chief Security Officer - starting at 14:59; and Ali Henriques, Ex...

Today’s episode of the Punk CX podcast features Nick Francis, one of the co-founders of Help Scout , a leading customer support platform, who after operating as the CEO for the last 15 years stepped back from the position in late 2025 and has now moved into the Chairman role. I first talked to Nick on the podcast back in 2017 and he joins me today to talk about his time as CEO at Help Scout, some...

Today’s episode of the Punk CX podcast features Raymond Gerber, the Co-Founder of the Institute for Journey Management (I4JM) , Founder of JourneyCentric-CX and author of three new books . He joins me today to talk about the third book ( Journey to Customer Obsession- A Leadership Blueprint for CX Maturity and Enterprise Transformation: How executives can turn fragmented CX efforts into enterprise...

Today’s episode of the Punk CX podcast features Justin Robbins, Founder & Principal Analyst at Metric Sherpa, Inc and a newly minted author. Justin joins me to talk about his new book called: More Than A Motto: Reignite Your Purpose, Rediscover Your Joy At Work . We discuss the highlights from the book, including the leadership blind spot, that burnout is a system outcome, not a personal failu...

Today’s episode features a chat I had recently with Ping Wu, CEO of Cresta . We chat about a range of issues, including how many brands seem to be suffering from a split personality disorder, why CRM technology is fundamentally not the right type of technology to develop the type of conversational intelligence that is needed to drive better outcomes and why taking an automation-only approach to cu...

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...

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 mo...

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...

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,...

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 cust...