Punk CX with Adrian Swinscoe

Updated: 23 Apr 2025 • 529 episodes
www.adrianswinscoe.com

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.

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Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.),

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Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer

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Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how t

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Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is

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Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage the

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Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX p

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