Punk CX: Customer Experience Insights with Adrian Swinscoe

Hosted by Adrian Swinscoe | Customer Experience Strategy Expert

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Episodes

590

Latest episode

Aug 2026

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About the show

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.

Listen to episodes

60 recent

August 13, 2026Episode 59938 min

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

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.

August 6, 2026Episode 59840 min

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

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.

July 30, 2026Episode 59742 min

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

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.

July 23, 2026Episode 59651 min

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

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.

July 16, 2026Episode 59534 min

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

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.

July 9, 2026Episode 59439 min

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

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 Delivery at Openreach (a NiCE Cognigy client), and Giles Bryan, General Manager of Proactive AI at NiCE. This interview follows on from my recent interview – The emerging world of machine customers – Interview with Katja Forbes – and is number 594 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.

July 2, 2026Episode 59351 min

The emerging world of machine customers - Interview with Katja Forbes

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 seeing Doc Searls’ Vendor Relationship Management (VRM) brought to life with this, what sort of agents will there be, who will provide them and what happens to “shopping”…..so many questions! This interview follows on from my recent interview – Responsible AI isn’t an optional layer, it must be foundational – Interviews from Pegaworld 2026 Pt2 – and is number 593 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.

June 25, 2026Episode 59241 min

Responsible AI isn't an optional layer, it must be foundational - Interviews from Pegaworld 2026 Pt2

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 from the event, the future of customer service, ethical AI, the customer engagement blueprint and the new and exciting agentic capabilities of Customer Engagement Studio. This interview follows on from my recent interview with Ken Stillwell, COO & CFO at Pega and Peter Lacroix, Head of Low-Code, Achmea , a long-time customer of Pega’s, called Moving from Experimental Pilots to Proven CX Outcomes – and is number 592 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. #PegaPartner

June 18, 2026Episode 59140 min

Moving from Experimental Pilots to Proven CX Outcomes - Interviews from Pegaworld 2026

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 from the event, a CFO's perspective on tokenmaxxing and tokenomics, Pega’s response, Achmea’s journey with Pega, how they are using various parts of their platform and the impact on their customers and business. This interview follows on from my recent interview – Customer experience is becoming autonomous – Interview with Andrew Bialecki of Klaviyo – and is number 591 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. #PegaPartner

June 11, 2026Episode 59049 min

Customer experience is becoming autonomous - Interview with Andrew Bialecki of Klaviyo

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 that shift, why the future is agent-to-agent, what the implications for brands are, and how we are also moving from vibe coding to vibe marketing. This interview follows on from my recent interview – Speed without alignment creates experience debt – Interview with Jamie Homen of Mural – and is number 590 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.