Adrian Swinscoe — Host, Punk CX Podcast, Punk CX
Published:
People talk about wanting to be customer experience leaders…But you ask them what’s your vision of the experience you want the customers to have and it’s a bit like, well, it’s like an assemblage, a random assemblage of the most recent buzzwords.
What does Adrian Swinscoe say on The Agile Brand with Greg Kihlström?
Adrian Swinscoe, Host, Punk CX Podcast, Punk CX, says: This episode features Adrian Swinscoe, host of the Punk CX podcast, discussing the widening gap between accelerating customer expectations and the experiences brands currently deliver. He urges marketing leaders to prioritize present customer pain points, engage directly with customers to ground strategy in real-world insights, resist chasing technology buzz, and preserve simple human touches while planning for AI-enabled improvements. Swinscoe provides practical guidance on balancing immediate fixes with longer-term innovation.
From: The Agile Brand with Greg Kihlström
Cite as: Adrian Swinscoe. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/adrian-swinscoe-people-talk-about-wanting-to-be-customer-experience-leaders