Best Adrian Swinscoe Podcasts (2025)

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Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling 8:14

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8d ago8:14

8:14

Send us a text Ready to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgetta…

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Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega 39:00

13d ago39:00

39:00

Today’s episode of the Punk CX podcast is with Rebecca Miller, Senior Product Strategy Manager in the customer service and sales automation division at Pega. Rebecca joined me on the podcast recently to talk about the recently announced Pega Self-Service Agent, the problem with the current solutions in the market, why Pega is taking a fundamentally…

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How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic) 32:11

22d ago32:11

32:11

On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth. CX leaders face several competing pressures: budget constraints, the need to demonstrate ROI and rising customer expectations. Our expert guests provide practical, actionable insights on creating value-drive…

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#709: The state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX Podcast 1:01:13

26d ago1:01:13

1:01:13

Agility requires that brands have a fundamental understanding of why they’re doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won’t be any closer to knowing what to do to solve for that. I am here in Edinburgh with my…

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#720: Building stronger customer relationships using AI with Noah Zamansky, Stitch Fix 22:44

1d ago22:44

22:44

AI can create immersive, human-centric experiences that not only drive sales but also foster enduring brand relationships in a rapidly evolving market. Today we’re going to talk about how AI-driven personalization allows retailers to move beyond generic experiences, crafting unique interactions that resonate with individual preferences and behavior…

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#719: Composable Customer Data Platforms with Tejas Manohar, Hightouch 26:37

4d ago26:37

26:37

Are you building your customer data strategy around your goals, or are your goals constrained by your data platform? Agility in today’s marketing technology landscape isn’t just about speed—it’s about flexibility. Brands need data architectures that adapt to their needs, not the other way around. And with the right approach, that agility can fuel p…

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#718: Building trust while building a brand with Meika Hollender, Nara Organics 27:26

6d ago27:26

27:26

When consumer trust is more fragile than ever, how can brands, particularly in highly scrutinized categories like infant nutrition, utilize the latest approaches to not only build trust but also deepen consumer relationships? Agility requires not only adapting to evolving consumer expectations and technological advancements but also maintaining eth…

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#717: Understanding customers by simulating them first with Mike Taylor, Ask Rally 28:28

8d ago28:28

28:28

Is the most effective way to understand real human behavior to simulate it first? Agility requires a willingness to test ideas that sound strange at first—like asking bots to act more human by narrowing their point of view, or treating synthetic personas as real sources of insight. But when applied correctly, this thinking unlocks entirely new ways…

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#716: Streamlining brand partnerships with Alan Gould, Mutual Markets 26:44

11d ago26:44

26:44

What if building a brand partnership with a major entertainment property could happen in 5 minutes instead of 6 months—and drive 10x better results? What would that change for your marketing strategy? Today I’m joined by Alan Gould, CEO of Mutual Markets. Alan is at the forefront of a major shift in digital marketing and advertising—using AI to red…

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Presenting: What The Fraud? — The business of trust 41:49

12d ago41:49

41:49

We’re bringing you a recent release of What The Fraud?, a podcast from our partners at Sumsub, a global leader in identity verification, compliance and fraud prevention. On the episode, "The Business of Trust: Making Security Your Competitive Edge," Carolyn Fox, director of trust and safety at TELUS Digital, shared her perspective on how robust sec…

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#715: Increasing speed to insights with Sid Banerjee, Medallia 29:32

13d ago29:32

29:32

What could your CX teams do to strategically move your brand forward if they weren’t tethered to dashboards? Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time. Today we’re …

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#714: Keeping up with e-commerce evolution with Lena Moriarty, eTail and Worldwide Business Research 20:40

15d ago20:40

20:40

One thing is for certain: the world of e-commerce never sits still. But what should retailers be paying attention to now? Agility requires not only adapting to changing consumer behaviors but also anticipating them. It's about proactively shaping the future of retail, not just reacting to it. Today, we're going to talk about navigating the ever-shi…

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#713: Agentic AI that improves the customer experience, with Manisha Powar, Qualtrics 26:36

18d ago26:36

26:36

Agility requires more than just speed—it demands relevance and empathy, especially when AI is stepping in to play a bigger role in the customer experience. What if the problem isn’t that AI moves too slowly—but that it moves without context, without empathy, and without earning trust? Today we’re going to talk about how Agentic AI is changing that—…

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Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO and Staysure's COO 1:08:19

19d ago1:08:19

1:08:19

Today’s episode of the Punk CX podcast features two interviews. The first is with Scott Russell, CEO at NiCE, a provider of AI-driven customer service software that helps deliver automation & personalized experiences at scale. Scott and I talk about their recent Interactions events in Las Vegas and London, why many organisations are still uncertain…

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#712: Compounding returns on your marketing campaigns with Chris O'Neill, GrowthLoop 30:22

20d ago30:22

30:22

If your marketing grew like a dividend-reinvestment plan, would you still let a quarterly target dictate every decision? Agility requires stacking returning gains faster than the market changes—think compound interest, but for marketing campaigns. Today we’re going to talk about the Compound Marketing Engine, agentic AI, and why “data-driven” still…

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#711: Making accessibility a priority with Make Paciello, AudioEye 30:14

22d ago30:14

30:14

The 35th anniversary of the Americans with Disabilities Act (ADA) was July 26, so today's episode is a special one. Most companies obsess over SEO, performance, and conversion rates—but overlook 25% of their audience entirely. Why do so many businesses miss the opportunity to serve users with disabilities, and what are they leaving on the table? To…

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#710: Empowering Employees to Lead Meaningful Change from Within with Steven Malony, CEO of Belkin 29:06

25d ago29:06

29:06

How often do big, meaningful shifts inside a company actually start small? And more importantly, how do you avoid squashing them before they have a chance to grow? Agility requires more than vision—it requires giving your team the power to act on that vision. Today we’re going to talk about how a global company like Belkin empowered its employees t…

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Customer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing Innovation 22:24

25d ago22:24

22:24

Send us a text How do you build AI governance that scales without becoming the innovation police? In our final conversation with tech lawyer Gayle Gorvett, we tackle the ultimate balancing act facing every organization: creating robust AI oversight that moves at the speed of business. From shocking federal court rulings that could force AI companie…

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#708: How commerce media is changing advertising with Eric Brackmann, Koddi 28:15

27d ago28:15

28:15

If you think commerce media is just a buzzword or a trend, think again. It’s reshaping the ad landscape—fueled by AI, first-party data, and sector-specific solutions that leave the legacy one-size-fits-all approach in the dust. What’s coming next? Grocery? Autos? Quick commerce? If your brand isn’t already exploring commerce media, it’s probably fa…

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Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180ops 1:00:29

28d ago1:00:29

1:00:29

Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data that empowers B2B businesses to drive revenue growth, optimize operations, and enhance customer lifetime value. Toni joins me today to discuss five different blind spots tha…

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#707: Building ROI in the Creator Economy with Brit Starr, CreatorIQ 25:52

29d ago25:52

25:52

Agility requires marketing leaders to evolve from campaign-based thinking to relationship-based strategy—especially when working with creators who influence not just clicks, but for a meaningful connection with customers. Today we’re going to talk about the creator economy and how brands like PepsiCo, Unilever, and more are leaning into long-term c…

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#706: Building more connected digital experiences with Eric Stine, CEO of Sitecore 29:45

1M ago29:45

29:45

If the web is no longer one-size-fits-all and instead geared towards segments of one, how do brands avoid creating a thousand disconnected experiences, and manage each experience effectively? Agility requires embracing both technology and customer behavior shifts at the same time—without losing your brand voice. Today we’re going to talk about how …

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SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton 44:05

1M ago44:05

44:05

Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obse…

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Customer Success Playbook S3 E68 - Gayle Gorvett - Who's Liable When AI Goes Wrong? 12:38

1M ago12:38

12:38

Send us a text When AI systems fail spectacularly, who pays the price? Part two of our conversation with global tech lawyer Gayle Gorvett tackles the million-dollar question every business leader is afraid to ask. With federal AI regulation potentially paused for a decade while technology races ahead at breakneck speed, companies are left creating …

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#705: What happens to your KPIs when both CLV and Customer Acquisition Costs rise? With Jamie Domenici, Klaviyo 24:43

1M ago24:43

24:43

Customer lifetime value is a critical KPI, but with customer acquisition costs rapidly rising, what can brands do to successfully build long-term value for the business? Agility requires seeing past vanity metrics to the durable value hidden in customer relationships. When customer acquisition costs climb and privacy affects easy targeting, only ni…

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#704: Delivering personalization at scale with Yaniv Navot, Mastercard 31:05

1M ago31:05

31:05

With all the data at our fingertips, why do so many companies still struggle to deliver truly personalized experiences at scale? Agility requires being able to cut through the noise of data and culture shifts to deliver experiences that truly resonate with each individual. Today we’re going to talk about personalization maturity, the role of machin…

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#703: How AI and Deep Learning is affecting advertising with Jaysen Gillespie, RTB House 27:36

1M ago27:36

27:36

Are we on the brink of advertising becoming too smart for its own good, or is Deep Learning finally getting us closer to what customers actually want? Agility requires us to constantly evaluate how technology like AI reshapes the relationships between brands and consumers—sometimes for better, sometimes for far more complex. The advertising landsca…

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#702: What it takes to keep customers loyal with Anna Convery, Verint 29:52

1M ago29:52

29:52

Does your brand deliver answers faster than your customer can send a text message? Agility in CX is about answering customers before they finish the thought. If you can’t evolve at that pace, you’re already behind. Today we’re going to talk about what Verint’s brand‑new 2025 State of Customer Experience report tells us about loyalty, automation, an…

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#701: No-Code as a Strategic Weapon, with Aytekin Tank, Jotform 24:29

1M ago24:29

24:29

If your team spends half its days searching for documents and filling out spreadsheets you built years ago, how long will it be before your competitors automate you out of business? Agility requires turning busywork into bandwidth so people can collaborate and think strategically instead of shuffling pixels. Today we’re exploring how no-code platfo…

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Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz 38:53

1M ago38:53

38:53

Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between e…

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#700: Winning and retaining the distracted consumer with Kelsey Chickering, Forrester 21:13

1M ago21:13

21:13

If your brand can’t hold a consumer’s focus for eight seconds, what makes you think you deserve nine? We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. Agility isn’t speed for speed’s sake; it’s the discipline of staying useful while everythi…

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Customer Success Playbook S3 E67 - Gayle Gorvett - AI Governance Essentials 10:02

1M ago10:02

10:02

Send us a text Ready to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving h…

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#699: Being real about synthetic personas with Narek Vandanyan, Prelaunch 23:29

2M ago23:29

23:29

Marketers spend a fortune trying to understand their audience, conducting surveys, focus groups, and market research—but what if they could just ask their ideal customer directly? With synthetic personas, that’s now possible. But how reliable are they? And how far can we really take this technology? Joining me today is Narek Vardanyan, CEO of Prela…

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Customer Success Playbook Podcast S3 E66 - Jake McKee - AI Experience Design 14:41

2M ago14:41

14:41

Send us a text The final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstra…

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#698: Staying customer-centric in the race to adopt agentic AI with Stephanie Liu, Forrester 22:30

2M ago22:30

22:30

We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. If your AI roadmap doesn’t include your customer, is it really a roadmap—or just a bridge to nowhere? Agility requires remembering who pays the bills: the customer. When shiny new tech shows u…

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#697: Building the total experience for customers with AJ Joplin, Forrester 23:10

2M ago23:10

23:10

Does your AI-based interface talk to customers the way a real person would or is it tech for tech’s sake? We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. Agility is less about bolting on new features just because the tech is available and m…

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#696: The network effect on CX of AI plus employees with Jay Pattisall, Forrester 25:55

2M ago25:55

25:55

If AI can amplify every employee’s reach ten-fold, how ready is your organization to harness that network effect? We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. Agility isn’t about adding more tech; it’s about multiplying human impact. Tod…

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Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo 50:48

2M ago50:48

50:48

Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer experiences by aligning teams around the customer journey. We discuss customer journeys, journey mapping, and data, highlighting how businesses risk exacerbating data overwhelm i…

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#695: Why Trust Is a Strategy, Not a Sentiment with Dana Bodine, Trustpilot 27:58

2M ago27:58

27:58

If nearly half of consumers spend more with brands they trust, why aren’t more companies making trust a core business strategy instead of just a tagline? To help me explore this question, I’m joined by Dana Bodine, U.S. Vice President of Marketing at Trustpilot, the world’s largest independent platform for customer feedback. About Dana Bodine Dana …

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Customer Success Playbook Podcast S3 E65 - Jake Mckee - Community VS Data Driven Road Map 18:32

2M ago18:32

18:32

Send us a text What happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer success playbook reveals why treating community building as relationship development—not just …

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How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com) 30:12

2M ago30:12

30:12

On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey. As businesses expand, there are more customers to support and the same amount of time in each day. That…

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#694: What's your plan for Q5 this year, with Xavier de Baillenx from Ramdam 22:39

2M ago22:39

22:39

What if your most profitable campaign window isn’t Black Friday or Cyber Monday… but after the holidays, when everyone else is quiet? While most marketers are winding down, savvy brands are doubling down—tapping into the “Q5” period between Christmas and early January, when ad prices drop, engagement spikes, and consumers are laser-focused on their…

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#693: Optimizing the post-click customer experience with Riikka Söderlund, Katana Cloud Inventory 23:05

2M ago23:05

23:05

What if your biggest customer experience problem isn’t your marketing… but your inventory spreadsheet? In the era of one-click checkouts, Prime delivery expectations, and endless online channels, brands are pouring millions into customer acquisition—only to lose customers post-purchase. Why? Because they can’t deliver what they just sold. Today’s g…

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#692: The lifetime value of milliseconds in the customer experience with Jaxon Repp, Harper 23:34

2M ago23:34

23:34

Agility can often get framed as driving massive transformation—but sometimes it’s the milliseconds that matter. When every digital moment counts, small gains in speed and efficiency can have a disproportionately large impact on customer lifetime value and brand loyalty. If you could speed up every digital interaction your customers have with your b…

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Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI 55:06

2M ago55:06

55:06

Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,’ why voice channels aren’t relics of the past but are,…

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Customer Success Playbook S3 E 64 - Jake McKee - AI Voice and AI Adoption 8:38

2M ago8:38

8:38

Send us a text The future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connectio…

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#691: Gaining agility and results with composable CMS, with Mark Wheeler from Storyblok 30:23

2M ago30:23

30:23

Is your CMS holding your creativity—and marketing growth—hostage? When speed and agility are everything, most marketing teams are still stuck in the slow lane—waiting on developers to publish updates, launch campaigns, or even fix a typo. Sound familiar? Today’s guest says it’s time for marketers to take the wheel. Mark Wheeler, Chief Marketing Off…

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#690: Focusing on long-term customer value using next best action with Tine Van Calster, Telenet 25:47

2M ago25:47

25:47

What if your most loyal customers are the ones you helped spend less? Agility in marketing isn't just about moving faster — it's about aligning brand intentions with customer outcomes in real-time, even when that means giving up short-term gains to earn long-term trust. Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re go…

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#689: Building a culture of agility with Eugenie Lamprecht, Reka 18:28

2M ago18:28

18:28

Welcome to this episode, brought to you by Reka, a developer of industry-leading, multimodal, AI models that enable individuals and organizations to deploy generative AI applications. Agility requires an attention to process and a commitment to continuous improvement. It also requires a culture of agility. Today we’re going to talk about talent in …

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#688: Building a Customer Brain and how it benefits customers and the business with Christian Nelissen, National Australia Bank 25:34

2M ago25:34

25:34

Agility at enterprise scale means building systems that not only make millions of micro-decisions, but also keep humans at the center — creating experiences that are timely, relevant, and respectful of the customer. What if your data knew your customers better than your frontline employees — and used that insight to serve, not sell? Today we are he…