Best Adrian Swinscoe Customer Experience Strategy Expert Podcasts (2025)

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#753: Wrike CMO Christine Royston on building marketing teams for agility 27:32

Play Pause

1d ago27:32

27:32

Is your marketing organization built for disruption or doomed to be disrupted? Agility requires both rapidly responding to market changes while also anticipating and shaping your products or services to map to evolving customer expectations. This means embracing new technologies and strategies while maintaining a laser focus on delivering value. To…

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#752: Microsoft Azure Core CTO Marcus Fontoura on innovation and the platform mindset 29:20

4d ago29:20

29:20

Is your organization truly agile, or are you still clinging to outdated processes and siloed teams instead of a platform mindset? Agility requires a fundamental shift in mindset, embracing collaboration, rapid iteration, and a willingness to adapt to change. It demands a commitment to not just talking about silos, but meaningfully breaking them dow…

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The terms deflection and containment should be banned - Interviews from Cisco's WebexOne 1:01:42

5d ago1:01:42

1:01:42

Today’s episode of the Punk CX podcast is a three-part episode featuring conversations I had with Vinod Muthukrishnan, the VP & COO for the Webex Customer Experience Business Unit at Cisco, Chang Chang, a Senior Director of Product for Cloud CX Solutions at Cisco and a Cisco Webex customer - Patrick Cornish, a Senior Network Engineer specialising i…

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#751: Traject Data CEO Rochelle Thielen on the role of data in retail 27:28

6d ago27:28

27:28

In today's hyper-competitive retail landscape, is it even possible to build a sustainable brand without a thorough, real-time understanding of your customer and your market? Agility requires more than just fast reactions; it demands proactive insights driven by robust, real-time data. It's about anticipating the next move, not just responding to th…

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#750: MOO's Corin Mills on the strength of physical marketing in the digital age 24:38

8d ago24:38

24:38

With all the fragmentation in the media landscape, how can brands cut through the digital noise and create meaningful connections with their customers... without resorting to yet another intrusive pop-up ad? Agility requires not only adapting to changing consumer behaviors but also proactively anticipating them. It demands a willingness to experime…

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#749: Data Axle CEO Andrew Frawley on using identity resolution for stronger customer relationships 20:29

11d ago20:29

20:29

Are you building a brand that's building customer relationships—and the data behind them—to last or one that's just trying to keep up with today’s omnichannel consumer? Agility requires not just reacting to change but anticipating it and even shaping it. It demands a deep understanding of your customer and the ability to adapt your strategies in re…

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The State of Customer Engagement - Interview with Chris Koehler of Twilio 40:57

12d ago40:57

40:57

Today’s episode of the Punk CX podcast features Chris Koehler, the Chief Marketing Officer at Twilio. We discuss Twilio’s recently published State of Customer Engagement Report, how many brands are using AI to personalise experiences and the impact they are seeing as a result, customer concerns about the use of their data, the rise of first-party d…

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#748: Markup AI CEO Matt Blumberg on creating a winning AI-supported content strategy 25:17

12d ago25:17

25:17

How can large organizations harness the power of AI for content creation while simultaneously mitigating the risks that come with exponentially scaling content volume and velocity? Agility requires adaptation to new ways of working as well as adapting governance and oversight processes to maintain brand integrity and manage risk in the new paradigm…

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#747: Shutterfly's Chip Lewis on building a strong content strategy by listening to customers 16:45

13d ago16:45

16:45

By The Agile Brand

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#746: Microsoft's Kelly Soligon on personalizing the DTC customer experience 24:47

16d ago24:47

24:47

In a world saturated with marketing messages, how can brands cut through the noise and create truly resonant experiences that go beyond transactions to create genuine, long-term customer relationships? Agility requires a willingness to constantly adapt and evolve your strategies based on real-time data and customer feedback. It also demands a cultu…

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#745: Digital experience analytics and VOC with Dave Anderson, Contentsquare 28:04

19d ago28:04

28:04

Is your brand agile enough for the changing expectations of your customers in a world increasingly driven by AI? Agility requires more than just fast reactions; it demands proactive adaptation, continuous learning, and a willingness to embrace emerging technologies. It also requires understanding how these technologies can transform customer experi…

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Closing the CX chasm - Interview with Jamie Anderson of UserTesting 55:38

19d ago55:38

55:38

Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what companies believe they deliver and what customers actually experience, and how this can be fixed with human-first design. We also explore how AI risks disconnecting teams from real human…

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#744: Journey management and driving business results with Mark Smith and Raymond Gerber, Institute for Journey Management 31:59

20d ago31:59

31:59

The customer journey guides the lifetime value of our most important audiences, yet how do we ensure that we are planning, mapping, managing, and optimizing these journeys effectively? Agility requires a deep understanding of your customer's journey and the ability to adapt your strategies and tactics in real-time. It also demands a willingness to …

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#743: Always-on collaboration between AI and marketing with Devin Kunysz, Salesforce 31:53

20d ago31:53

31:53

Are marketers ready to relinquish some control and embrace a future where autonomous agents handle complex tasks and act as always-on collaborators? Agility requires adapting to change while also anticipating it, and being ready to adapt when new ways of doing things mean better outcomes for customers and the brand. Today, we're going to talk about…

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#742: Making frictionless payments a reality with Peter Galvin, NMI 30:46

23d ago30:46

30:46

How do we future-proof the digital payment experience so it becomes invisible to customers—yet keep it working harder than ever for brands? Agility requires a deep understanding of how technology can simplify the customer journey without compromising security or trust. Today we’re going to talk about the future of secure digital payments, how in-ap…

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#741: Managing your brand reputation in real-time with Jeff Hahn, Hahn Agency 30:17

26d ago30:17

30:17

AI, real-time marketing, and influencer partnerships can be amazing ways to reach customers, but how do you manage the risk they could potentially bring to your brand and reputation—in an instant? Agility requires a willingness to adapt quickly to changing market conditions and customer expectations. It also demands the ability to experiment, learn…

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Creating a customer service system that scales without losing authenticity - Interview with Ty Givens of CX Collective 47:06

26d ago47:06

47:06

Today’s episode of the Punk CX podcast is with Ty Givens, who is the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Ty joins me today to talk about how emotional labour and systems thinking are missing from leadership, why there is a better way to r…

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#740: Navigating Build vs. Buy with Luv Kapur, Bit 30:23

27d ago30:23

30:23

This episode is brought to you by Bit. In the age of AI, don’t just generate code - compose software. Bit helps you create and reuse independent components to build reliable, scalable applications. Stop rebuilding and start shipping with the AI-powered composition platform at www.bit.dev Agility requires a nuanced understanding of not just the tech…

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#739: Doing Gen Z marketing right with Smita Wadhawan, Constant Contact 21:49

28d ago21:49

21:49

Is your brand's marketing strategy feeling a little… seasoned? In today's social media landscape, clinging to outdated tactics can mean clinging to what was hot just last week. If you feel like it's time to inject some youthful energy into your approach, how can you do it authentically? Agility requires a willingness to experiment, learn, and adapt…

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#738: Building marketing strategy when change is the constant with Heidi Bullock, Tealium 29:30

30d ago29:30

29:30

Successful marketers are able to anticipate and act on opportunities and trends, but what happens when the next 10 days can be as difficult to predict as the next 10 years? Agility requires not only rapid responses to changing market conditions, but also the ability to anticipate and proactively shape those conditions to your advantage. It's no lon…

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#737: Unlocking sustainable growth using AI with Bryan Gernert, Resonate 25:44

1M ago25:44

25:44

Is artificial intelligence just another shiny toy for marketers, or is it the key to unlocking true agility and sustainable growth in today's turbulent landscape? Agility requires not only rapid adaptation to change, but also the ability to anticipate future trends and proactively adjust strategies. This means leveraging data and technology, like A…

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Think you know Gen Z? Think again - Interview with Matt Powell of Great State 55:19

1M ago55:19

55:19

Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me today to talk about some research that they recently released called Shifting States, which examines Gen Z behaviours and digital expectations. We explore the implications of this research, what it…

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#736: Taking ROI models from confusion to clarity with Carlos Manalo, The Office of Experience 34:55

1M ago34:55

34:55

Are your marketing investments driving real business value, or are you simply throwing money at the latest trends? Agility means being able to react to change while knowing which strategies, processes, and technologies are ultimately moving the needle and driving real business outcomes. This episode is brought to you by The Office of Experience, a …

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#735: Creating a winning personalization and testing approach with Muqtadaa Miandara, Upbound Grou 31:44

1M ago31:44

31:44

When it’s a struggle for marketers to even keep up with the latest trends, are brands truly keeping pace with their customers, or are they stuck playing catch-up with outdated strategies and technologies? Agility requires a willingness to experiment, learn, and adapt quickly. It also demands a deep understanding of your customer and the ability to …

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#734: Focusing on the marketing that matters with Tara Corey, Optimizely 26:02

1M ago26:02

26:02

With so much noise around AI, changing customer expectations, and the ever-evolving martech landscape, how can marketing leaders avoid the noise to focus on what truly drives long-term value? Agility requires not only adapting to change but also anticipating it. It demands a willingness to experiment, learn, and iterate quickly, especially when it …

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#733: Agentic AI delivering business value with Rupali Jain and Kevin Li, Optimizely 30:22

1M ago30:22

30:22

Marketers' roles are changing, but their goals are still the same: reach and engage customers, meeting them where they are, and for better or worse, often needing to do more with less while delivering greater value. Agility requires both adapting to change quickly while also having the wisdom to know which changes truly matter. It demands a delicat…

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#732: Using AI to see video content with Meenal Nalwaya, Reka 20:33

1M ago20:33

20:33

This episode is 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 brands to utilize technology like AI in new and innovative ways to better understand information and interact with their customers, giving them what they want…

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#731: Automation and innovation with Karthik Ramakrishnan, Tapestry 24:55

1M ago24:55

24:55

Being strategic means asking the right questions and meaningfully applying the learnings. How do you do this while innovating and outpacing the competition? Agility requires a willingness to experiment and adapt quickly to changing market conditions and customer preferences. It also demands breaking down silos and fostering collaboration across tea…

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#730: Chasing perfection when agility is what's needed with Tom Schmitt, CEO of Radial 29:25

1M ago29:25

29:25

Is the pursuit of the "perfect" customer experience actually holding brands back from achieving true agility? Agility requires a willingness to embrace calculated risks and adapt quickly to changing market dynamics. It also demands a shift in mindset, from a focus on rigid planning to iterative experimentation and continuous learning. Today, we're …

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#729: The mindset shift needed for AI integration success with Rafael Flores, Treasure Data 29:12

2M ago29:12

29:12

Is the hype around AI in marketing justified, or are we setting ourselves up for another "tech bubble" disappointment? Agility requires not only embracing new technologies like AI, but also a fundamental shift in mindset, processes, and even organizational structure. It demands a willingness to experiment, learn, and adapt quickly to the ever-chang…

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#728: The marketing jobs market and AI's role in the job search with Sue Keith, Landrum Talent Solutions 19:39

2M ago19:39

19:39

This episode is brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions. My guest today has been keeping us up to date with the current state of hiring for marketers on a quarterly basis, and there is surely never a dull moment. Today we’re going to look at how marketing and communication ex…

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Why most brands build chatbots backwards - Interview with Sophie Cheng of Sinch 36:59

2M ago36:59

36:59

Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communications Platform as a Service) provider. Sophie joins me today to talk about why most brands build chatbots backwards, why success hinges on journey-led design, not tech-first thinking, how to design real co…

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#727: Growing sales in uncertain times with Chris Cubba, Snipp 27:10

2M ago27:10

27:10

What happens when your best sales strategy from a year ago is now driving customer attrition instead of acquisition? Agility requires brands to rethink how they create consumer value in real time, especially when traditional strategies no longer work as consumer behavior shifts unpredictably. Today we’re going to talk about driving sales growth ami…

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#726: How AI is changing the search experience and what to do about it with Sean King, Chief Revenue Officer at Veritone 25:49

2M ago25:49

25:49

If Google sent you zero traffic tomorrow morning, would your P&L still be breathing by lunchtime? Agility requires re-engineering your revenue model at the speed of AI. Today we’re going to talk about how AI chatbots are siphoning off audience attention—and what forward-thinking publishers can do about it instead of panic-refreshing their analytics…

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#725: Consumer confidence...and caution...with Eric Miao, Attentive 25:00

2M ago25:00

25:00

Are brands prepared for a consumer base that's simultaneously more confident and more cautious? Agility requires not just reacting to current consumer behavior but anticipating the shifts to come. It also requires a deep understanding of the nuances within different consumer segments, particularly as generational behaviors diverge. Today, we're goi…

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The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agile Brand 1:01:17

2M ago1:01:17

1:01:17

Today’s episode of the Punk CX podcast is with Greg Kihlström from The Agile Brand. Greg is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. A couple of months ago, Greg invited me to be a guest on his sho…

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#724: Social commerce and the customer journey with Janna Navarro, Wpromote 19:50

2M ago19:50

19:50

Are most brands still designing customer journeys, or are they just trying to keep up with where their customers are leading them? Agility requires a willingness to meet your customers where they are—not just where you wish they’d convert. In an era where the consumer journey can begin and end on a social platform or anywhere in between, brands mus…

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#723: Building loyalty across different generations of travelers with Jeff Zotara, arrivia 28:56

2M ago28:56

28:56

If you had to pick one of the biggest challenges facing CMOs today, how high on your list would customer loyalty be? Agility requires a deep understanding of your customer and the ability to adapt to their ever-changing needs and expectations. It also requires a willingness to experiment and learn from failures, quickly iterating on strategies and …

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#722: Agentic AI in retail with Dan Russotto, Furniture.com 21:24

2M ago21:24

21:24

Building on the talk of AI in recent years, Agentic AI is an exciting area for retailers. But beyond talk, finding real-world examples and best practices can be tricky. Today we are here at eTail Boston, and I am excited to talk today about a company that is innovating in this space, not a traditional retailer, but an innovative aggregator using AI…

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Envisioning a personal AI agent for every customer - Interview with Malte Kosub of Parloa 35:06

2M ago35:06

35:06

Today’s episode of the Punk CX podcast is with Malte Kosub, the co-founder and CEO of Parloa, a provider of an enterprise-grade AI agent management platform for customer service. Malte joins me today to talk about standing out in an increasingly crowded field, his vision for how customer support will evolve over the coming five years, and what succ…

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#721: Making the most of peak season with Helaine Rich, ePost 22:47

2M ago22:47

22:47

Is your brand ready to thrive, not just survive, in the face of evolving global consumer expectations and market shifts? Agility requires more than just quick reactions; it demands proactive foresight, strategic adaptability, and a willingness to embrace continuous evolution. This is particularly critical in today's ever-changing global ecommerce l…

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

2M 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

2M 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

2M 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

2M 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

2M 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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Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega 39:00

3M 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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#715: Increasing speed to insights with Sid Banerjee, Medallia 29:32

3M 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

3M 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

3M 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—…