Punk CX with Adrian Swinscoe

520 Episodes

1. The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey

   Published: 1/25/2025
2. We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front

   Published: 1/17/2025
3. Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc

   Published: 1/7/2025
4. The impact of influencer marketing on customer experience - Interview with Daphne Robertson of #paid

   Published: 12/20/2024
5. An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva

   Published: 12/13/2024
6. Pandemic maths and measuring all of marketing - Interview with Gregory Kennedy of Alembic Technologies

   Published: 12/6/2024
7. Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024

   Published: 11/29/2024
8. It's not about the customer's journey with our platform, it's about the customer's journey - Interview with Nadine Macklin of Carto

   Published: 11/15/2024
9. The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard

   Published: 11/4/2024
10. Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA

    Published: 10/24/2024
11. The five promises of personalization - Interview with Mark Abraham and David Edelman

    Published: 10/15/2024
12. There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja

    Published: 10/8/2024
13. Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8

    Published: 9/27/2024
14. Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance

    Published: 9/16/2024
15. If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega

    Published: 9/4/2024
16. Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink

    Published: 8/27/2024
17. Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai

    Published: 8/14/2024
18. The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane

    Published: 8/5/2024
19. The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot

    Published: 7/25/2024
20. There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa

    Published: 7/19/2024