Customer Service & Experience. Advisor. Speaker. Best-Selling Author (How To Wow, Punk CX and now Punk XL). Contributor to CX Today, CMS Wire and others.
Edinburgh
Joined October 2009
- Tweets27.6K
- Following2.3K
- Followers7.6K
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NEW POST - REDUX Four insights from leading thinkers that will transform your employee engagement and performance | Adrian Swinscoe buff.ly/aymsfT0
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REDUX Customer experience leaders: When was the last time you went to the gemba? | Adrian Swinscoe buff.ly/3v5m09T
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De-risking AI: Why organizations need a formal model exit plan buff.ly/V79t6IV
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Here's a clip from the latest episode of the Punk CX podcast, featuring a recent chat I had with Jessica Cuthbertson, Executive, Data & Analytics at National Australia Bank (@NAB).
Full episode here: adrianswinscoe.com/2026/11/i…
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NEW PODCAST: Inside NAB’s Customer Brain: Scaling 1-to-1 Personalisation with Agentic AI – Interview with Jessica Cuthbertson of @NAB | Adrian Swinscoe buff.ly/kM8CM3C
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FCA Consumer Duty: What businesses need to know - Write Arm buff.ly/3QgQDS2
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Integration, price and AI expertise are criteria for CX selection buff.ly/tifTNup
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NEW - REDUX Thrive through busy times by studying your support history | Adrian Swinscoe buff.ly/nBw0Evf
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Why Contact Center Agents Are Facing Tougher Calls Now buff.ly/7wttCPo
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PODCAST: Eliminating the Coordination Tax – Interview with Dan O’Connell of Front | Adrian Swinscoe buff.ly/b5ad0R7
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Here's a clip from the latest episode of the Punk CX podcast, featuring a recent chat I had with Anshuman Singh, CEO of HGS Europe.
Full episode here: adrianswinscoe.com/2026/10/a…
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NEW PODCAST: AI, architecture, and human judgment in CX – Interview with Anshuman Singh of HGS Europe | Adrian Swinscoe buff.ly/r16gCPj
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Here’s a clip of Vinay Gidwaney, Chief Product Officer at @WeAreOneDigital, arguing that many execs are taking an extremely short-sighted approach when it comes to AI, and it will affect their competitiveness in the near future.
Full episode here: adrianswinscoe.com/2026/10/w…
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NEW: Why Is Bad Customer Service Still Driving Customers to Tears? | Adrian Swinscoe buff.ly/yTOVi4m
HT: @polyaivoice @parloa_ai
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Here's a clip from the latest episode of the Punk CX podcast, featuring a recent chat I had with Mike Sullivan, co- founder of @WeAreOneDigital .
Full episode here: adrianswinscoe.com/2026/10/w…
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NEW PODCAST: What a people first AI playbook looks like – Interview with Mike Sullivan and Vinay Gidwaney of @weareonedigital. | Adrian Swinscoe buff.ly/gQpLsP6
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The human edge in B2B customer experience – Interview with Anna Falcon of MCA Connect | Adrian Swinscoe buff.ly/nZmbBtB
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Saaspocalypse article:Why Deep Specialism Beats Generalist AI in CX | Adrian Swinscoe buff.ly/nHATvx9
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