Punk CX: Customer Experience Insights with Adrian Swinscoe

Inside NAB’s Customer Brain: Scaling 1-to-1 Personalisation with Agentic AI - Interview with Jessica Cuthbertson of NAB

Today’s episode of the Punk CX podcast features a chat I had with Jessica Cuthbertson, Executive, Data & Analytics at National Australia Bank (NAB), where she leads the t

AI, architecture, and human judgment in CX - Interview with Anshuman Singh of HGS Europe

Today’s episode of the Punk CX podcast features a chat I had with Anshuman Singh, CEO of HGS Europe, a user-centric technology services partner delivering Intelligent Exp

What a people first AI playbook looks like - Interview with Mike Sullivan and Vinay Gidwaney of OneDigital.

Today’s episode of the Punk CX podcast features a chat I had with Mike Sullivan and Vinay Gidwaney, co- founder and Chief Product Officer of OneDigital, a provider of ins

Measuring what matters in enterprise AI - Interview with Ashley Gross of The Alliance

Today’s episode of the Punk CX podcast features a chat I had with Ashley Gross, the Founder and CEO of The Alliance, an enterprise AI strategy and advisory firm. Ashley j

The real bottleneck in customer experience AI - Interview with Brad Birnbaum of Kustomer

Today’s episode of the Punk CX podcast features a chat I had with Brad Birnbaum, Co-Founder & CEO of Kustomer, a top-rated AI Customer Service & CRM software platform pro

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

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 so

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

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 r

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

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 fi

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

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-

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 r

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 cen

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

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 effo

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, w

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 client

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 client

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 ha

Responsible AI isn't an optional layer, it must be foundational - Interviews from Pegaworld 2026 Pt2

Today’s episode of the Punk CX podcast is Part Two of a two-parter featuring a series of chats I had with Pega executives while at Pegaworld in Las Vegas a couple of week

Moving from Experimental Pilots to Proven CX Outcomes - Interviews from Pegaworld 2026

Today’s episode of the Punk CX podcast is Part One of a two-parter featuring a series of chats I had with Pega executives and one of their clients while at Pegaworld in L

Customer experience is becoming autonomous - Interview with Andrew Bialecki of Klaviyo

Today’s episode of the Punk CX podcast features a chat I had with Andrew Bialecki, the co-founder and co-CEO of Klaviyo, the autonomous B2C CRM that helps brands understa