『Punk CX: Customer Experience Insights with Adrian Swinscoe』のカバーアート

Punk CX: Customer Experience Insights with Adrian Swinscoe

Punk CX: Customer Experience Insights with Adrian Swinscoe

著者： 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.

2025 Punk CX マネジメント マネジメント・リーダーシップ マーケティング マーケティング・セールス リーダーシップ 経済学
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  • Start with Strategy, Iterate Like a Band - Interview with Craig Crisler of SupportNinja

    Start with Strategy, Iterate Like a Band - Interview with Craig Crisler of SupportNinja
    2026/07/23

    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.
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    51 分
  • The NiCE World London Takeover of the Punk CX Podcast Part Two

    The NiCE World London Takeover of the Punk CX Podcast Part Two
    2026/07/16

    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.
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    34 分
  • The NiCE World London Takeover of the Punk CX Podcast Part One

    The NiCE World London Takeover of the Punk CX Podcast Part One
    2026/07/09

    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.
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    39 分
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