Adrian Swinscoe
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, customer experience and customer engagement, employee experience and employee 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.
Twilio's secret sauce and CarFinance247's road to success - Interviews from Twilio SIGNAL London ...
Are machines making marketers more human? - Interview with Elizabeth Maxson of Contentful
Why you need the I4JM in your life - Interview with Mark Smith and Ray Gerber
CX is reaching a tipping point - Interview with Jonathan Rosenberg of Five9
How Vodafone, Rabobank and others are driving meaningful results with AI - Interview with Matt He...
Equip people with AI to enable them to lead with emotional intelligence - Interview with Miranda ...
Some of the most innovative brands in the world are using AI to create a service dividend - Inter...
The terms deflection and containment should be banned - Interviews from Cisco's WebexOne
The State of Customer Engagement - Interview with Chris Koehler of Twilio
Closing the CX chasm - Interview with Jamie Anderson of UserTesting
Creating a customer service system that scales without losing authenticity - Interview with Ty Gi...
Think you know Gen Z? Think again - Interview with Matt Powell of Great State
Why most brands build chatbots backwards - Interview with Sophie Cheng of Sinch
The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agil...
Envisioning a personal AI agent for every customer - Interview with Malte Kosub of Parloa
Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega
Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO ...
SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton
Employee understanding and cracking the code of a better employee experience - Interview with Ann...
Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo
Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI
The future of CX and agentic CX - Interview with Sid Banerjee of Medallia
Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of...
Omnichannel was a myth - Interview with Gaurav Passi of Zingly
Why businesses need to invest in both brand and customer experience - Interview with Martin Gill ...
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Gö...
AI-driven search volumes are exploding and what brands should be doing about it - Interview with ...