Punk CX with Adrian Swinscoe

528 Episodes

1. Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8

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

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

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

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

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

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

   Published: 7/25/2024
8. 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
9. The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow

   Published: 7/9/2024
10. We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega

    Published: 7/1/2024
11. Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish

    Published: 6/21/2024
12. How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever

    Published: 6/13/2024
13. Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft

    Published: 6/4/2024
14. Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB

    Published: 5/28/2024
15. Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart

    Published: 5/17/2024
16. If you aren't fixing the bigger picture, then you are just putting a band-aid on the problem - Interview with Zig Serafin of Qualtrics

    Published: 5/8/2024
17. The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega

    Published: 5/1/2024
18. Episode 500: Some reflections on the last 13 years

    Published: 4/20/2024
19. Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins

    Published: 4/11/2024
20. You don't get promoted for teaching people how to wash their hands - Interview with James Lawther

    Published: 4/2/2024