Punk CX with Adrian Swinscoe

528 Episodes

1. The autonomous enterprise is like a North Star vision of where business is going - Interview with Kerim Akgonul and Peter van der Putten of Pega

   Published: 8/25/2023
2. Revisiting the Big Ass Fans story and what happened next - Interview with Carey Smith of Unorthodox Ventures

   Published: 8/19/2023
3. New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right - Interview with James Dodkins and Tara DeZao of Pega

   Published: 8/10/2023
4. Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% - Interview with Jose Herrera of Horatio CX

   Published: 8/1/2023
5. Our transformation journey and unleashing the power of AI and automation - Interview with Shelia Anderson of Aflac

   Published: 7/24/2023
6. The messy middle of customer service revisited - Interview with Michael Ramsey of ServiceNow

   Published: 7/14/2023
7. The pragmatic approach to transforming customer service - Interview with Mike Upton of First Tech Credit Union

   Published: 7/5/2023
8. Purposefully designed experiences don't happen by accident - Interview with Deborah Battaglia of Assurant

   Published: 6/26/2023
9. Developing empathy within ourselves and the machines that we build - Interview with Minter Dial

   Published: 6/18/2023
10. Why you should be adopting an Experience Mindset - Interview with Tiffani Bova of Salesforce

    Published: 6/6/2023
11. Customer experience (CX) leaders will become the engagement quarterbacks of the future - Interview with Mike Murchison of Ada

    Published: 5/30/2023
12. There’s no point having a fast bike, if you don’t know how to ride it - Interview with Jerry Haywood of Boost.ai

    Published: 5/19/2023
13. PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation - Interview with Don Schuerman of Pega

    Published: 5/11/2023
14. The promise of generative AI in customer care and the challenges ahead - Interview with Ryan McDonald, Chief Scientist at ASAPP

    Published: 5/3/2023
15. Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

    Published: 4/24/2023
16. The connection between flight simulators, agent attrition and better outcomes - Interview with Brian Tuite of Zenarate

    Published: 4/14/2023
17. The crucial role of constant storytelling and change management in our transformation - Interview with Nadia Ness of Ikea

    Published: 4/4/2023
18. As people, we don't need personalization, we need humanization - Interview with Paul Greenberg

    Published: 3/28/2023
19. We can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 Communications

    Published: 3/20/2023
20. Tool time, task time and how ChatGPT will change everything in customer support - Interview with Des Traynor of Intercom

    Published: 3/10/2023