Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s episode of the Punk CX podcast is with Nick Clark, a Partner & Director in the Service & Support Operations practice at Boston Consulting Group (BCG) , as well as the author of the Service Matters! newsletter , which is a weekly newsletter about customer service, that he writes in a personal capacity. Nick joins me today to talk about why success with AI in customer service is much...

Today’s episode of the Punk CX podcast is with Chris Morrissey, who is the General Manager and Global Head of CX Sales & Go-To-Market at Zoom , where he drives strategy and execution for the company's customer experience business. Chris joins me today to talk about why describing yourself as ‘AI-first’ these days is a mistake, why reducing effort outweighs everything else in CX, the difference...

Today’s episode of the Punk CX podcast is with Phil Regnault, Marketing Transformation Partner at PwC & PwC’s Adobe Alliance Leader. Phil and I talk about the recently published results of PwC’s 2025 Customer Experience Survey , which was a US-focused survey, and a recently released fresh cut of their survey featuring exclusive insights from Adobe users . We also talk about how many organisati...

Today’s episode of the Punk CX podcast is with Sharath Keshava Narayana, CEO and Co-Founder of Sanas , which provides a real-time speech understanding platform with accent translation, noise cancellation and now real-time speech translation technology. Sharath and I talk about the challenges with current translation methods, what they are doing with regards to real-time speech translation, the pos...

Today’s episode of the Punk CX podcast is a two-parter that I recorded while attending the Twilio SIGNAL event in London on November 19th. My first guest is Peter Bell, VP of EMEA Marketing at Twilio . Peter and I talk about his highlights from the event, what he is seeing companies do well/right to help them harness the obvious potential of all of the new technology that is emerging, as well as s...

Today’s episode of the Punk CX podcast features a discussion I recently had with Elizabeth Maxson, CMO at Contentful , a digital experience platform trusted by more than 4,200 companies around the world. Elizabeth joins me today to talk about a research report they recently published called When Machines Make Marketers More Human , whether marketers are moving beyond experimentation with AI tools,...

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 Management (I4JM) . We talk about customer journeys, where most people go wrong with them, some examples of customer journeys done right, where AI fits into all of this, the backstory to the Institute for Journey Management, the problem they are tryin...

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 of AI at Five9 . Jonathan and I talk about why he believes CX is reaching a tipping point and what’s driving that, how things are likely to change for customers, agents, and businesses, what he’s seeing companies do well/right, as well as what to avoid i...

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 we talk about legacy transformation, how big some of the legacy challenges facing firms are, how Pega is responding, why it’s important for organisations to have a real strategy with respect to AI agents in order to get meaningful results rather than just...

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...

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 effecti...

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...

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...

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 exp...

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 tha...

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 th...

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 avoi...

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 rec...

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 i...

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...

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...

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...

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, wha...

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...

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...