There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa

There’s a lot of noise around customer experience, but Punk CX: Customer Experience Insights with Adrian Swinscoe cuts through it with conversations that feel more like a strategic workshop than a standard interview. Host Adrian Swinscoe, a customer experience strategy expert, brings a distinctively pragmatic and often contrarian perspective to each discussion. He sits down with a wide range of industry leaders, from entrepreneurs to seasoned executives, to unpack what it really takes to build an organization that people genuinely want to engage with. You’ll hear them delve into the interconnected mechanics of customer service, customer engagement, and the often-overlooked driver of it all: employee experience and engagement. The dialogue naturally explores how technology, from AI to broader digital transformation, can be leveraged practically rather than just hyped, and what it means to build adaptable, responsive organizations with high-performing teams at their core. This podcast moves beyond theory, focusing on the actionable insights and sometimes uncomfortable truths that define modern customer and business strategy. Each episode is designed to give you a tangible takeaway, whether you’re refining your own approach or challenging the status quo within your company.