Punk CX: Customer Experience Insights with Adrian Swinscoe

Adrian Swinscoe | Customer Experience Strategy Expert
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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.

  1. 1d ago

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

    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.

  2. Aug 13

    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.

  3. Aug 6

    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.

  4. Jul 30

    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.

  5. Jul 23

    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.

  6. Jul 16

    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.

  7. Jul 9

    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.

  8. Jul 2

    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.

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About

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.

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