Punk CX: Customer Experience Insights with Adrian Swinscoe

Hosted by Adrian Swinscoe | Customer Experience Strategy Expert

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Episodes

600

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Nov 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

November 12, 2026Episode 61037 min

Beyond the LLM Hype: How Deterministic AI Drives Real Enterprise Growth and ROI - Interview with Martin Lucas of The TMX Group

Today’s episode of the Punk CX podcast features a chat with Martin Lucas, a British inventor, author, entrepreneur, and founder of The TMX Group , whose work brings together mathematics, behavioural science, psychology, linguistics, and computer science. Martin joins me today to talk about the personalisation crisis, deterministic vs. probabilistic AI, the different approach that he has been developing over the last 11 years, including their Synthetic Deterministic Cognitive Intelligence (SDCI™) system and THEA, their deterministic AI technology, what problem their technology solves that LLMs can’t, what that means in practice, a few examples of the sort of results their approach has generated for clients, what else they have planned and how they have achieved enterprise validation. This interview follows on from my recent interview – Inside NAB’s Customer Brain: Scaling 1-to-1 Personalisation with Agentic AI – Interview with Jessica Cuthbertson of NAB – and is number 610 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.

November 5, 2026Episode 60942 min

Inside NAB’s Customer Brain: Scaling 1-to-1 Personalisation with Agentic AI - Interview with Jessica Cuthbertson of NAB

Today’s episode of the Punk CX podcast features a chat I had with Jessica Cuthbertson, Executive, Data & Analytics at National Australia Bank (NAB) , where she leads the team responsible for harnessing data, analytics, decision science and AI to improve customer experiences, drive business performance and support better decision-making across the bank. Jess joins me today to talk about how they’ve transformed their customer experience with the Customer Brain, a motoring analogy they use to explain how they are combining the power of agentic AI with decisioning, what they are able to achieve in terms of 1-to-1 hyper-personalisation at scale, with over 10 million customers how they manage conflict and do that consistently, the sort of customer and business outcomes they have been able to drive by following this approach, and what’s next for NAB when it comes to CX, agentic AI and decisioning? This interview follows on from my recent interview – AI, architecture, and human judgment in CX – Interview with Anshuman Singh of HGS Europe – and is number 609 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.

October 29, 2026Episode 60841 min

AI, architecture, and human judgment in CX - Interview with Anshuman Singh of HGS Europe

Today’s episode of the Punk CX podcast features a chat I had with Anshuman Singh, CEO of HGS Europe , a user-centric technology services partner delivering Intelligent Experiences with AI, automation, and human expertise across global enterprises. Anshuman joins me today to talk about how AI’s failure mode is architectural, not a technology gap; why the statement “AI handles the routine work, humans handle the judgment calls” is true but incomplete; why AI isn’t inherently cheaper than a human; and why we are at risk of no longer teaching anyone to build and what the implications of that are. This interview follows on from my recent interview – What a people first AI playbook looks like – Interview with Mike Sullivan and Vinay Gidwaney of OneDigital – and is number 608 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.

October 23, 2026Episode 60750 min

What a people first AI playbook looks like - Interview with Mike Sullivan and Vinay Gidwaney of OneDigital.

Today’s episode of the Punk CX podcast features a chat I had with Mike Sullivan and Vinay Gidwaney, co- founder and Chief Product Officer of OneDigital , a provider of insurance, employee benefits, HR and financial services for businesses and individuals to help them manage risk, control costs, and plan for long-term success. Mike and Vinay join me to talk about why AI transformation is increasingly becoming a leadership, workforce, and organisational culture challenge, how they are using AI in their business, how they are managing the transition/transformation, the ‘hiring’ process for their AI agents, who Ben, Dex, Nina, Jackie, Avery, Quinn, Amy, Odysseus, Charity and Ace are and a bit about their new book ( Workforce Intelligence: The People-First Playbook for Leading Your Company Through AI Transformation ) that just came out and is already a USA Today bestseller. This interview follows on from my recent interview – Measuring what matters in enterprise AI – Interview with Ashley Gross of The Alliance – and is number 607 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.

October 15, 2026Episode 60633 min

Measuring what matters in enterprise AI - Interview with Ashley Gross of The Alliance

Today’s episode of the Punk CX podcast features a chat I had with Ashley Gross, the Founder and CEO of The Alliance , an enterprise AI strategy and advisory firm. Ashley joins me today to talk about how most service AI business cases are measuring the wrong side of the ledger, what an honest AI service business case doesn’t include, who should own AI in the customer journey, and the new book she has just written ( The AI Workweek ). This interview follows on from my recent interview – The real bottleneck in customer experience AI – Interview with Brad Birnbaum of Kustomer – and is number 606 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.

October 8, 2026Episode 60546 min

The real bottleneck in customer experience AI - Interview with Brad Birnbaum of Kustomer

Today’s episode of the Punk CX podcast features a chat I had with Brad Birnbaum, Co-Founder & CEO of Kustomer , a top-rated AI Customer Service & CRM software platform provider. Brad and I talk about why the pace of AI adoption is not a technology problem, but rather the bottleneck sits elsewhere; how the idea that using AI in CX will cost less than people doesn’t stand up to scrutiny; and how most CX leaders are asking whether AI will replace their service teams, but their thinking should be elsewhere, amongst other things. By the way, I’ll be speaking at Kustomer’s ROI of CX Virtual Summit , which is taking place on Tuesday, October the 20th. Check it out! This interview follows on from my recent interview – Why marketers have an orchestration problem rather than a content problem – Interview with Eric Stine of Sitecore – and is number 605 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.

October 1, 2026Episode 60443 min

Why marketers have an orchestration problem rather than a content problem - Interview with Eric Stine of Sitecore

Today’s episode of the Punk CX podcast features a chat I had with Eric Stine, the Chief Executive Officer of Sitecore , a global leader in AI-powered digital experience software. We talk about a range of things, including why the website still matters, but it’s not where discovery starts; why marketers don’t have a content problem, but rather they have an orchestration problem; how marketers can reach their customers in this AI-infused world; and also whether AI is going to kill SaaS or software. This interview follows on from my recent interview – Eliminating the Coordination Tax – Interview with Dan O’Connell of Front – and is number 604 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.

September 24, 2026Episode 60348 min

Eliminating the Coordination Tax - Interview with Dan O’Connell of Front

Today’s episode of the Punk CX podcast features a chat I had with Dan O’Connell, CEO of Front , the customer operations platform built for collaboration. We talk about a range of issues, from where the CX landscape is heading to the Saaspocalypse, tokenomics, why (in experience terms) everything feels the same right now, the Coordination Tax, how Support, Customer Success, and Account Management are becoming more unified, and what needs to happen to create a more unified front (pardon the pun!) office. This interview follows on from my recent interview – The human edge in B2B customer experience – Interview with Anna Falcon of MCA Connect – and is number 603 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.

September 17, 2026Episode 60231 min

The human edge in B2B customer experience - Interview with Anna Falcon of MCA Connect

Today’s episode of the Punk CX podcast features a chat I had with Anna Falcon, VP of CX Transformation at MCA Connect - a Grant Thornton Company . We talk about why B2B firms must deliver B2C‑level experiences or risk losing relevance, what’s driving this imperative, why so many AI initiatives and transformations fail to deliver value, and why we need to put humans at the centre of transformation. This interview follows on from my recent interview – Why contact deflection creates quiet loyalty erosion – Interview with Pasquale DeMaio, VP of Amazon Connect Customer – and is number 602 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.

September 10, 2026Episode 60146 min

Why contact deflection creates quiet loyalty erosion - Interview with Pasquale DeMaio, VP of Amazon Connect Customer

Today’s episode of the Punk CX podcast features a chat I had with Pasquale DeMaio, Vice President and General Manager of Amazon Connect Customer , Amazon Web Services’ AI-powered customer experience platform, which supports more than 20 million customer interactions daily across 42 countries. We talk about how every customer now expects concierge-level treatment, regardless of how much they spend; the implications for brands; the phenomenon of ‘quiet loyalty erosion’; why loyalty is the only metric that matters now; human superpowers; and how customer experience (i.e. the contact centre space) has shifted from cost center to strategic growth driver. This interview follows on from my recent interview – Reinventing the organisation to drive better customer and employee outcomes – Interview with Ricardo Semler – and is number 601 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.