Adrian Swinscoe

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.

[Adrian Swinscoe @adrianswinscoe]

Can AI Replace Humans for Market Research? https://t.co/9MVVnL4zv9

[Adrian Swinscoe @adrianswinscoe]

Here's a clip from the latest episode of the Punk CX podcast featuring a recent chat I had with Ken Stillwell, COO & CFO at @pega

Full episode here: https://t.co/er9ztaYrNb

[Adrian Swinscoe @adrianswinscoe]

NEW PODCAST: Moving from Experimental Pilots to Proven CX Outcomes – Interviews from Pegaworld 2026 | Adrian Swinscoe https://t.co/er9ztaYrNb

HT: @pega @achmea

[Adrian Swinscoe @adrianswinscoe]

Enterprises Must Scrutinize AI Costs Closely https://t.co/kUEVsSLfr2

[Adrian Swinscoe @adrianswinscoe]

NEW: Make the customer the hero of your brand story | Adrian Swinscoe https://t.co/aQC8WTMglR HT: @pega

[Adrian Swinscoe @adrianswinscoe]

PODCAST: Speed without alignment creates experience debt – Interview with Jamie Homen of @Mural | Adrian Swinscoe https://t.co/RNrifi5OSJ

[Adrian Swinscoe @adrianswinscoe]

Agentic Commerce in 3 Phases. Here’s What’s Coming Next | Adrian Swinscoe https://t.co/y9vCzj5dMP

[Adrian Swinscoe @adrianswinscoe]

PODCAST: Insights from @Zendesk Relate – Interview with Tom Eggemeier, Shana Simmons and Cristina Fonseca | Adrian Swinscoe https://t.co/tGP9rsxW1I

[Adrian Swinscoe @adrianswinscoe]

Here's a clip from the latest episode of the Punk CX podcast featuring a recent chat I had with Andrew Bialecki, the co-founder and co-CEO of @klaviyo

Full episode here: https://t.co/SRvXhahscx

[Adrian Swinscoe @adrianswinscoe]

NEW PODCAST: Customer experience is becoming autonomous – Interview with Andrew Bialecki of @Klaviyo | Adrian Swinscoe https://t.co/SRvXhahscx

[Adrian Swinscoe @adrianswinscoe]

Microsoft Cancels Internal Anthropic Licenses As Shift To Token-Based AI Billing Blows Up Annual Budgets In Months https://t.co/ADExL16aP5

[Adrian Swinscoe @adrianswinscoe]

Empathy for Humans, APIs for AI: Why One CX Model No Longer Works https://t.co/Pg7m7b3AGE

[Adrian Swinscoe @adrianswinscoe]

REDUX How the customer experience vision gap is holding many organisations back | Adrian Swinscoe https://t.co/nCckTpPqAH

[Adrian Swinscoe @adrianswinscoe]

6 Questions to Ask Your AI Vendor Before You Commit https://t.co/oCpRsOcT9u

[Adrian Swinscoe @adrianswinscoe]

Massive shout-out to the @pega events team, who always do a fantastic job setting up and running #PegaWorld. I arrived in Vegas last night and am so looking forward to the next few days... catching up on all of the latest innovations 🙌👏

#PegaPartner

[Pegasystems @pega]

Join us on the Road to PegaWorld 2026! Join our events team as they scope out all the on-site innovations and celebrations we're planning at the MGM Grand Las Vegas. All roads lead to #PegaWorld, happening June 7-9.

Register now: https://t.co/yCiEZO3xRl

[CallMiner, Inc. @CallMiner]

On the latest episode of Future Forward, we’re joined by @Adrianswinscoe, author and #CX strategy expert, for a discussion on how leaders can approach CX transformation with greater clarity & impact.

Tune into the full episode here. ▶️
https://t.co/jr4bL2chni

[Adrian Swinscoe @adrianswinscoe]

Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried https://t.co/43lJBXOyGE

[Adrian Swinscoe @adrianswinscoe]

Here's a clip from the latest episode of the Punk CX podcast featuring a recent chat I had with Jamie Homen, Chief Customer Officer at @Mural, a leading visual work platform.

Full episode here: https://t.co/RCcMzWIGuq

[Adrian Swinscoe @adrianswinscoe]

NEW PODCAST: Speed without alignment creates experience debt – Interview with Jamie Homen of @Mural | Adrian Swinscoe https://t.co/RNrifi5OSJ

[Adrian Swinscoe @adrianswinscoe]

The agentic divide: Why “good enough” AI isn’t enough to survive the new economy https://t.co/ST99bend64