Adrian Swinscoe on Muck Rack

Adrian Swinscoe

Edinburgh, United Kingdom
As seen in: Adrian Swinscoe, Forbes, LinkedIn, Capterra, NewsBreak, Forbes Japan, MyCustomer.com, CustomerThink, CX Today (Podcast), Genesys, America Retail, Business Reporter and
Covers:  Customer service, customer experience, employee experience
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.

Get in touch with Adrian

Contact Adrian, search articles and posts on X, monitor coverage, and track replies from one place.

Learn more about Muck Rack

Actions

Share this page

Adrian Swinscoe’s Biography

Read Full Bio →

Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, researcher, writer, speaker, investor, advisor and aspirant CX Punk.

He has been growing and helping develop customer-focused large and small businesses for over 25 years now.

His clients have included brands such as Adobe, Apple, Cancer Research UK, Costa Coffee, the UK Gov’s Crown Commercial Service, ING, Intercontinental Hotel Group, KFC, KPMG, ING, Kramp, Lloyds, Harper Collins, Médecin…

Adrian Swinscoe’s Journalist Portfolio

Stop Guessing: Use Context to Deliver Personalization That Converts

Stop Guessing: Use Context to Deliver Personalization That Converts

Explore the concept of contextual personalization and why it is essential for brands to engage effectively wi…

View article →

Articles

Is AI-Powered Service Going to Be More Expensive?

|
By Adrian Swinscoe
| CX Today (Podcast)
You'd be hard pushed right now to find a board or a senior executive team that isn't considering leveraging AI to help them reduce operational costs, improve productivity, and boost efficiency. As a result, many operational leaders and executives are under pressure to deliver on those board-level and C-suite aspirations.
Open in Who Shared Issue with article?

Inside Zendesk's Service Dividend in Action

|
By Adrian Swinscoe
| CX Today
Back in October 2025, I interviewed Tom Eggemeier, CEO of Zendesk, and during our chat, Eggemeier introduced me to the idea of a 'service dividend'. This idea holds that, while some companies are focused on pocketing the cost savings that come from applying AI to the bottom line, the most innovative brands in the world are starting to view those savings as a service dividend and are reinvesting them into their service experience, believing it will create a loyalty loop.
Open in Who Shared Issue with article?

Aflac's Intentional Approach to Humanizing AI

|
By Adrian Swinscoe
| CX Today
A couple of years ago, I was speaking at a conference in Dubai on the topic of failure, fumbles, and fiascos in customer experience. One of the central themes of my talk was that more often than not, we design customer experiences that cater to the majority of cases. However, sometimes things go wrong due to poor assumptions, a lack of due care and attention, or an over-adherence to process and rules rather than common sense, and, in turn, they can generate, at a minimum, lots of complaints.
Open in Who Shared Issue with article?
See all 804 articles
 •  Privacy  •  Terms  •  Security and Legal  •   •   •   • 

© 2026 Muck Rack

SOC 2® Certified