500 episodes listed below
Customer experience without the gloss.
Punk CX brings customer experience leaders into practical conversations about strategy, service, CRM, and the operational reality behind new technology. The emphasis is less on slogans and more on what has to change in teams, systems, and daily decisions.
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Punk CX is a business interview show focused on customer experience, service, CRM, and the technologies reshaping how companies deal with customers. Its conversations tend to begin with people who know the field from the inside. Some have built software companies. Some have written books. Some lead product, AI, research, security, or customer operations work. The style is informal, but the center of gravity is serious: how organizations move from customer-friendly language to decisions, systems, budgets, and behavior that customers can actually feel. Episodes frequently circle around the gap between ambition and execution. A guest might talk about AI in CRM, but the conversation usually gets to stakeholder alignment, governance, trust, security, rollout, or the limits of simply adding a model to an old process. A discussion of customer obsession becomes a discussion of money, ownership, authority, and journey management. A conversation about support craft turns into a sharper look at high performers absorbing broken processes until burnout becomes a design issue. That is where the show has its strongest identity. It treats customer experience as operational work, not decoration. There is room for conference-floor impressions, book discussions, product strategy, and executive perspective, yet the practical lens keeps pulling things back to what teams must do differently. The show also has a clear interest in AI, especially contact center AI, agentic systems, automation, augmentation, unstructured data, and the human knowledge still locked inside frontline work. It does not assume transformation happens because a tool exists. It asks how leaders make adoption useful, responsible, and connected to outcomes. For listeners in CX, service, CRM, SaaS, research, or operations, Punk CX offers thoughtful industry conversations without flattening the messy bits.
Made for: Built for CX leaders, service operators, CRM teams, SaaS builders, analysts, and executives trying to turn customer promises into working systems. It suits listeners who already know the language of customer experience but want sharper, more grounded conversations about execution.
What sets it apart: The show stands out by pushing past broad CX ideals into the operating mechanics behind them: ownership, governance, burnout, AI rollout, stakeholder alignment, and frontline reality. Its interviews are conversational, but they keep asking what has to change day to day.
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service. Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues. Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.
Based on 6 episodes we listened to · September 2026
Adrian Swinscoe tests customer-experience strategy against the practical realities of AI adoption, organizational design and service operations.
Punk CX turns customer experience from a corporate slogan into a series of operating questions. Adrian Swinscoe interviews technology leaders and frontline practitioners, pressing them on how service strategy changes workflows, decisions and measurable business outcomes.
The chatbot pitch meets the burned-out employee covering for a broken system; your next meeting gets trickier.
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Short reviews from the PlayNext desk, based on the episodes we processed.
AI matters most here as a way to align teams around how work should change, not just as another layer of automation.
This episode lands on a simple point: bolt-on AI does not fix a broken way of working. The stronger argument is about alignment, because IT, business stakeholders, and end users have to agree on the experience, the outcome, and the limits before the tools can do much good.
Customer obsession becomes practical when ownership, money, and governance move together.
Enterprise-wide customer obsession only becomes credible when ownership, budget, and governance are handled as one operating problem. Ray Gerber, co-founder of the Institute for Journey Management and author of Journey to Customer Obsession, keeps the conversation grounded in…
Burnout is treated as a systems problem, not a personal flaw.
Justin Robbins' conversation with Adrian Swinscoe treats burnout as a systems failure rather than a test of grit. Robbins draws on a career that moved from the front line into leadership, research, and advisory work, and that arc gives the discussion a grounded, practical shape.
A practical conversation about customer experience AI learning from the people who handle the hardest cases.
Customer experience AI lands here as an organizational problem as much as a software one. Ping Wu, CEO of Cresta, frames useful change around analysis, automation, and augmentation: understanding why people call, resolving the simple requests, and supporting human agents when…
Three Medallia event interviews link customer experience, context, and emerging intelligence to operational decision-making.
This single-episode review follows three interviews from Medallia's Experience event in Las Vegas, using the setting to frame a practical question: how customer experience work actually reaches operational decisions.
A grounded CX discussion on making customer missions explicit and tying them to leadership outcomes.
Customer experience can stay vague until leaders ask what it is meant to change. Adrian Swinscoe's conversation with Jeannie Walters keeps that question close, using her book, Experiences Everything: Making Every Moment Count in the Age of Customer Expectations, to look at how…
Zendesk's leaders tie AI, automation, and service outcomes to practical customer and employee examples.
Recorded at Zendesk Relate in Las Vegas, this single-episode review keeps its focus on service automation as brands weigh current pressure against new product direction.
Practical tech decisions for working businesses.
AI leadership beyond the hype cycle.
Enterprise AI without the gloss.
Adrian Swinscoe interviews Jeannie Walters about her new book 'Experience is Everything' at the Quatrix X4 event in Seattle.
Host Adrian Swinscoe interviews three Zendesk executives at their Relate conference in Las Vegas.
This episode features an interview with Natasha Ratanshi-Stein, CEO of Surfboard, discussing the third wave of customer support and how her company provides smarter workforce management solutions for scaling service teams, including AI integration.
AI gets the easy laugh first.
This episode features an interview with Jeannie Walters about her book 'Experience is Everything', focusing on strategic approaches to customer experience beyond just fixing feedback.
This episode features an interview with David Roberts, CEO of SugarCRM, discussing the unstructured data revolution in CRM and his perspective on whether salespeople get value from CRM systems.
This episode features an interview with Qualtrics executives discussing key themes from their X4 customer event, including AI technology, security, and improving customer service.
This episode features an interview with Nick Francis, co-founder of Help Scout, discussing his entrepreneurial journey, the evolution of customer support as a craft, and his recent transition from CEO to chairman.
Ray Gerber, co-founder of the Institute for Journey Management and author of Journey to Customer Obsession, frames CX as a multi-stage journey rather than a project.
Adrian opens by welcoming Justin Robbins, founder and principal analyst at Metric Sherpa.
Ping Wu, CEO of Cresta, joins the host to talk through the future of AI-driven customer experiences.
Adrian Swinscoe brings together three interviews conducted at Medallia's Experience event in Las Vegas.
This episode features an interview with Don Schuerman, CTO of Pegasystems, discussing legacy transformation, agentic AI, and how to effectively implement these technologies for business impact.
This episode features interviews with Zendesk executives discussing the company's latest developments, keynote highlights from Zendesk Relate, and the concept of a 'resolution revolution' in customer service.
This episode features interviews with three Qualtrics executives discussing the company's latest developments, product announcements, and research findings on AI-powered customer experience from their X4 2025 summit.
This episode features an interview with Sara Richter, CMO of SAP Emarsys, discussing research on the five types of loyalty and which two are growing in the context of customer experience and business strategy.