Punk CX: Customer Experience Insights with Adrian Swinscoe

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.

Punk CX: Customer Experience Insights with Adrian Swinscoe is a business podcast hosted by Adrian Swinscoe, with 594 episodes on record and a Required Pod Score of 80.

Adrian Swinscoe hosts Punk CX: Customer Experience Insights with Adrian Swinscoe, a business show with 594 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #604

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

  Oct 1, 202643 min

  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.

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  Episode #603

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

  Sep 24, 202648 min

  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.

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  Episode #602

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

  Sep 17, 202631 min

  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.

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  Episode #601

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

  Sep 10, 202646 min

  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.

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  Episode #600

  Reinventing the organisation to drive better customer and employee outcomes - Interview with Ricardo Semler

  Sep 3, 202640 min

  Today’s episode of the Punk CX podcast features a chat I had with Ricardo Semler, a champion of radical, employee-friendly corporate democracy, a vision he successfully realised during his 40 years as CEO of Semco Partners. He went on to build Semco Style Institute (SSI) on that foundation and has shared its learnings with companies across the world in the intervening years. This chat was a bit of a fan-boy moment for me, as I read his first book, Maverick , back in the 1990s. It blew my mind then and continues to inspire me today. He joins me today to talk about a new ebook he recently published, The End of The Boss . We talk about the book, the Relevance Imperative, how today’s corporations are structurally unprepared for the forces reshaping work, particularly AI and remote autonomy, to say nothing of rebellious Gen Z and Gen Alpha talent, a new organisational architecture: the Round Pyramid, why employees should be able to hire and fire their own bosses, and the example of the Botanique Hotel & Spa, which applied the Round Pyramid in practice and what happened to customer, employee and business outcomes. This interview follows on from my recent interview – Why your contact centre cost model is broken – Interview with Robert Bradshaw of WiserOwl – and is number 600 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.

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