Podcast · 58 episodes
Punk CX: Customer Experience Insights with Adrian Swinscoe, page 3
by Adrian Swinscoe | Customer Experience Strategy Expert · English
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.
All episodes, page 3
Creating a customer service system that scales without losing authenticity - Interview with Ty Givens of CX CollectiveHow to build a scalable customer service system without losing authenticity by centering employee experience, emotional labor, and systems thinking; start with process before buying tools/AI; use…25 Sep 2025 · 47 min · 25 chapters
Think you know Gen Z? Think again - Interview with Matt Powell of Great StateGen Z digital expectations and how agencies/brands should adapt; critique of outdated marketing methods; guidance from Great State’s research “Shifting States.”18 Sep 2025 · 55 min · 19 chapters
Why most brands build chatbots backwards - Interview with Sophie Cheng of SinchWhy brands build chatbots “backwards,” plus Cinch’s 2024/2025 research on chatbot satisfaction, adoption, and what companies should do instead (customer-first design, channel choice, context,…3 Sep 2025 · 37 min · 18 chapters
The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agile BrandWhy customer experience (CX) scores keep declining despite more CX activity; how expectations, measurement, and post-pandemic impatience widen the gap; and why “future CX” must be built in the…27 Aug 2025 · 1 h 1 min · 28 chapters
Envisioning a personal AI agent for every customer - Interview with Malte Kosub of ParloaParloa’s agentic AI platform for enterprise customer service, focused on phone/voice, multilingual support, and the shift to conversational touchpoints and “personal AI agents per customer.” Malte…20 Aug 2025 · 35 min · 17 chapters
Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of PegaPega’s newly unveiled “self-service agent” that embeds enterprise workflows into digital service channels using predictable AI/agentic AI, aiming to make customer self-service reliable, governed, and…6 Aug 2025 · 39 min · 17 chapters
Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO and Staysure's COOReimagining customer experience with AI to beat “incrementality” by redesigning the full CX journey (consumer and human agents), not just adding automation.31 Jul 2025 · 1 h 8 min · 30 chapters
Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180opsFive “blind spots” that prevent B2B companies from truly understanding customers and allocating resources for growth, based on offering penetration, strategic segmentation, behavioral sales signals,…22 Jul 2025 · 1 h · 20 chapters
SRM and why it matters to growth and customer experience - Interview with Ryan HamiltonSRM (segment relationship management) and why it matters for sustainable growth and customer experience when brands add new customer segments.17 Jul 2025 · 44 min · 21 chapters
Employee understanding and cracking the code of a better employee experience - Interview with Annette FranzAnnette Franz explains her third book, Employee Understanding, and how to design a better employee experience to drive customer experience and business success.8 Jul 2025 · 39 min · 17 chapters