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Adrian Swinscoe

@adrianswinscoe

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
linktr.ee/adrianswinscoe
Joined October 2009
  • Tweets27.6K
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  • Followers7.6K
5.5KMedia
Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)Photo by Adrian Swinscoe (@adrianswinscoe)
We Tried to Automate Everything. It Was a Mistake. buff.ly/A8Ycn2s
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Here's a clip from the latest episode of the Punk CX podcast, featuring a recent chat I had with Martin Lucas, a British inventor, author, entrepreneur, and founder of The TMX Group. Full episode here: adrianswinscoe.com/2026/11/b…
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NEW PODCAST: Beyond the LLM Hype: How Deterministic AI Drives Real Enterprise Growth and ROI – Interview with Martin Lucas of The TMX Group | Adrian Swinscoe buff.ly/U05JZh9
Image from Adrian Swinscoe (@adrianswinscoe)
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Frontline knowledge is the missing data layer for enterprise AI buff.ly/nZwVryB
Image from Adrian Swinscoe (@adrianswinscoe)
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PODCAST: Why marketers have an orchestration problem rather than a content problem – Interview with Eric Stine of @Sitecore | Adrian Swinscoe buff.ly/RcUiQMS
Why marketers have an orchestration problem rather than a content problem – Interview with Eric...

Why marketers have an orchestration problem rather than a content problem – Interview with Eric...

Today’s episode of the Punk CX podcast features a chat I had with Eric Stine, the Chief Executive Officer of Sitecore, a global leader in AI-powered digital experience software. We talk about a range...

adrianswinscoe.com
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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
Image from Adrian Swinscoe (@adrianswinscoe)
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REDUX Customer experience leaders: When was the last time you went to the gemba? | Adrian Swinscoe buff.ly/3v5m09T
Image from Adrian Swinscoe (@adrianswinscoe)
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De-risking AI: Why organizations need a formal model exit plan buff.ly/V79t6IV
De-risking AI: Why organizations need a formal model exit plan

De-risking AI: Why organizations need a formal model exit plan

If an organization doesn’t have a fast, secure way to pull the plug and switch AI platforms, there are operational and financial risks.

nojitter.com
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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
Image from Adrian Swinscoe (@adrianswinscoe)
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FCA Consumer Duty: What businesses need to know - Write Arm buff.ly/3QgQDS2

FCA Consumer Duty: What businesses need to know

writearm.co.uk
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Integration, price and AI expertise are criteria for CX selection buff.ly/tifTNup
Integration, price and AI expertise are criteria for CX selection

Integration, price and AI expertise are criteria for CX selection

These three priorities offer platform providers more of an advantage than any individual type of channel partner.

nojitter.com
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NEW - REDUX Thrive through busy times by studying your support history | Adrian Swinscoe buff.ly/nBw0Evf
Image from Adrian Swinscoe (@adrianswinscoe)
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Why Contact Center Agents Are Facing Tougher Calls Now buff.ly/7wttCPo
Why Contact Center Agents Are Facing Tougher Calls Now

Why Contact Center Agents Are Facing Tougher Calls Now

As automation absorbs routine tasks, banking agents are left handling far more complex, high-stress customer interactions than ever.

cmswire.com
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PODCAST: Eliminating the Coordination Tax – Interview with Dan O’Connell of Front | Adrian Swinscoe buff.ly/b5ad0R7
Image from Adrian Swinscoe (@adrianswinscoe)
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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
AI, architecture, and human judgment in CX – Interview with Anshuman Singh of HGS Europe | Adrian...

AI, architecture, and human judgment in CX – Interview with Anshuman Singh of HGS Europe | Adrian...

Today’s episode of the Punk CX podcast features a chat I had with Anshuman Singh, CEO of HGS Europe, a user-centric technology services partner delivering Intelligent Experiences with AI, automation,...

adrianswinscoe.com
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Bridging the Experience Gap with AI Simulation buff.ly/AP45MVP
Bridging the Experience Gap with AI Simulation

Bridging the Experience Gap with AI Simulation

Adrian Swinscoe explores Qualtrics’ XM Data & AI platform, which aims to simulate customer responses, predict behavior, and close the experience gap.

cxtoday.com
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The Dopamine Hit Of Perfect Customer Service | Adrian Swinscoe buff.ly/DJOnk83
Image from Adrian Swinscoe (@adrianswinscoe)
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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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