CX Insider - Customer experience leaders sharing insights and ideas for customer service success: Recent Episodes
ACF Technologies
The customer experience insights you wish you knew sooner. A podcast interviewing customer experience leaders and experts who share industry ideas. Sponsored by ACF Technologies
AI Isn’t Replacing Humans—It’s Here to Make Them Better | CX Insider Podcast
In this episode of CX Insider, Tamil and Greg sit down with John Finch from RingCentral to explore the future of customer experience in the age of AI.
From Silicon Valley insights to real-world applications, we unpack how AI is transforming customer conversations—without replacing the human touch. This episode dives into the balance between automation and empathy, and why the best customer experiences feel completely effortless.
Whether you're in marketing, CX, or just curious about AI, this is a must-listen.
⏱️ Timestamps00:00 – The vision: AI as a system that continuously learns and improves
00:37 – Introduction to John Finch & RingCentral
01:07 – Why Silicon Valley shapes innovation in CX
02:34 – The big question: AI vs human interaction in customer service
03:02 – “AI isn’t replacing humans”—what it’s actually doing
04:13 – The problem with traditional systems (IVRs & missed opportunities)
05:42 – How AI improves revenue & customer satisfaction
06:49 – Real-time AI assistance for customer service agents
08:27 – What “effortless customer experience” really means
09:39 – Introducing AI Receptionist & AI Representative (Air & Air Pro)
11:00 – AI handling full customer transactions autonomously
12:47 – How data & conversation intelligence power better CX
15:45 – The future of customer expectations in an AI world
18:10 – Why old CX tech created frustration (and how AI fixes it)
20:53 – The shift to 24/7, human-like AI interactions
22:44 – Turning contact centres from cost centres to profit drivers
24:43 – How AI is reshaping roles inside organisations
25:57 – Why human-to-human interaction still matters
27:13 – The “white glove” experience in modern CX
28:36 – Quick fire: Beach or ski holiday? 🌴⛷️
28:56 – Holiday drink of choice 🍺
In this episode of CX Insider, we’re joined by Monika Kashyap (HSBC) to explore how augmented AI helps teams make better decisions—and why, by 2030, commercial banking will be more proactive and personal than ever. We dig into AI-led omnichannel journeys, real-time personalisation, and what it takes to move from reactive service to proactive, value-adding CX.
🕒 Timestamps:00:00 – Opening thoughts: Building with purpose
00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next
00:49 – Abdul’s career journey: from engineer to CX leader
02:13 – How psychology shapes customer experience
03:26 – Introducing Compass: operationalising CX strategy
05:03 – Why relying on surveys alone can be dangerous
06:06 – Behavioural insight: the “fruit bowl” example 🍎
07:30 – Turning feedback into action through real-world testing
08:39 – From insight to delivery: closing the CX gap
09:55 – Why most CX initiatives fail — and how to fix it
11:18 – The four stages of CX maturity
12:39 – The Compass model: a strategic and operational approach
13:05 – The seven Compass principles explained
13:47 – Simplifying decision-making (Cognitive Ease)
14:20 – Creating seamless experiences (Orchestrated Journeys)
15:47 – Making energy memorable: E.ON’s “Free Energy Days” ⚡
17:17 – The power of perceived value — and the psychology behind waiting
18:42 – Activation, Social Influence, and Context in CX
20:18 – Why perception matters more than time
20:39 – Breaking silos: how tech and CX teams collaborate
21:58 – The “Acceleration Team”: turning insight into rapid delivery
23:34 – Leadership and hiring for attitude, not just skill
25:13 – Empowering teams through purpose and problem-solving
26:28 – The importance of clarity and direct communication
27:06 – Quickfire Questions 🔥
27:35 – Fun hypotheticals and light-hearted moments
28:04 – Travel and exploring simplicity in other cultures 🌍
29:38 – Finding your superpower and the role of self-belief
30:16 – Closing reflections: resilience, growth, and mindset
🔗 Listen or Watch:
📺 Watch full episode here https://youtu.be/9eeqOIeS5Nc
🔖 Tags:#CXInsider #EONNext #CustomerExperience #DigitalTransformation #Leadership #Innovation #CompassFramework #Podcast #AbdulEon
What does it take to reinvent food innovation? 🍴
In this episode of CX Insider, we sit down with Ian Toll, CEO of Oscar Mayer UK, to uncover the story behind the Gastro Hub — a fully choreographed innovation centre built to transform how ideas in the food industry are created, tested, and brought to life.
Ian shares his journey from leading global restaurant chains to pioneering immersive innovation at Oscar Mayer. Discover how choreography, sensory experiences, and collaboration are redefining how the food manufacturing industry innovates.
This episode is a masterclass in creativity, leadership, and customer experience — for anyone passionate about innovation that actually tastes different.
🎧 Brought to you by EME Worldwide — experts in brand and experience design.
00:00 – Welcome to CX Insider
00:31 – Introducing Ian Toll, CEO of Oscar Mayer UK
00:52 – Ian’s 38-year career journey in food and drink
01:38 – The transformation of Oscar Mayer UK
03:00 – What is the Gastro Hub and how did it begin?
05:18 – From idea to innovation: designing the perfect hub
06:23 – The six chapters of the Gastro Hub experience
07:09 – Inside Mission Control: setting the stage for innovation
09:00 – Sensory insights and customer testing
10:48 – Rethinking packaging and sustainability
13:35 – How immersive environments spark creativity
14:24 – What clients gain from the Gastro Hub experience
16:53 – The power of choreography in innovation
18:05 – Designing every detail: from carpets to antiques
20:14 – The difference between a showroom and an innovation centre
21:25 – Empowering teams through creativity and collaboration
22:53 – Why sensory engagement matters
25:37 – The post-Covid innovation culture
27:00 – Building purpose-driven experiences for the future
29:05 – Making Wrexham the UK’s hub of food innovation
30:12 – Collaboration and creative problem-solving
32:42 – Building the Gastro Hub in just 13 weeks
34:21 – Merging tech, design, and human experience
35:11 – Final thoughts and key takeaways
🔗 Listen or Watch:
📺 YouTube: https://youtu.be/HI4sc5a0nqo
In this episode, we flip the mic as Elysia—our Marketing Executive, podcast editor, and host—sits on the other side of the sofa to reflect on her transformative placement year. From navigating a tough recruitment process to running a podcast solo, Elysia shares honest insights, valuable tips, and the lessons that shaped her journey.
Content:
00:00 – “Don’t wait for opportunities” – Elysia core mindset
01:18 – Starting the placement year & studying at Loughborough
02:40 – How she found her placement using LinkedIn and Bright Network
05:10 – Recruitment tips: video submissions, interviews & the STAR method
08:41 – What employers really look for: enthusiasm, innovation, knowledge
13:43 – Biggest adjustments from uni to working life
20:27 – How university (societies & modules) prepared her for the role
25:41 – A typical day as a podcast host & marketing intern
27:21 – Projects she’s proud of: rebranding thumbnails & email campaigns
31:59 – Final advice: take initiative, make connections, and ask questions
In this episode of the CX Insider Podcast, we’re joined by Zertashia, Director of Customer Experience at Amazon, for a deep-dive into what truly defines world-class customer experience at scale. We unpack how Amazon scales empathy, trust, and operational excellence globally—making customer experience not just a principle, but a system embedded into every layer of the organisation. From treating defects like data points to ensuring customers are never metaphorically "on mute," this conversation is packed with real insights and practical mechanisms for founders, CX leaders, and innovators in any industry.
Content:
00:00 – Intro: Scaling with Purpose
00:47 – From Headsets to Global CX Strategy
03:07 – Trust Over Charm
07:50 – Universal Truths in CX
09:46 – Mechanisms vs. Mantras
13:23 – CX Across Silos
17:11 – The Myth of Customer Delight
21:37 – Global Scale, Local Relevance
24:50 – Don’t Wait for Breakage
28:18 – Unmute the Customer
In this episode, we sit down with Janet Xinyi Guo, a leading expert in data management and digital transformation at Lloyds. With over 7 years of experience driving one of the UK’s largest digital transformation programs, Janet brings deep insights into the intersection of AI, data ethics, and responsible data usage.
Content:
00:00 – Introduction
03:15 – What is Data Ethics?
06:40 – The Role of AI
10:20 – Responsible AI
14:05 – Data Centralisation
17:30 – Data Storage
21:10 – Enhancing Customer Experience
24:45 – Surfacing the Right Data
28:20 – Navigating Regulations like GDPR
In this episode, we sit down with Keir Henderson, Financial Services Account Executive at Precisely. Keir shares deep insights into AI governance, policy challenges, international cooperation, and the philosophical tensions driving today’s AI landscape.
From existential risk to frontier models, we explore the crossroads of technology, politics, and ethics in shaping our collective AI future. If you're interested in how governments are preparing for the age of powerful AI systems—or how we should be—this conversation is for you.
In this episode of the CX Insider Podcast, we sit down with Colt Whittall, the Managing Partner and Founder of Bravo17. Colt shares insights from his incredible career in digital transformation, IT strategy, and user experience at scale, including his pivotal role in modernizing IT for 700,000+ personnel.
If you're passionate about CX, IT transformation, and leadership in large organizations, this episode is a must-listen!
Content:
00:00 - Introduction
00:50 – Colt’s Career
09:44 – ‘Fix Our Computers’
14:05 – IT Challenges
18:59 – Measuring UX
22:50 – Fixing Air Force IT
26:04 – COVID-19
30:28 – Identifying Customers
38:17 – Tech Upgrades
49:28 – Improving PCS
In this episode of the CX Insider Podcast, we’re joined by Professor Sam Grogan, Pro Vice-Chancellor of Education and Student Experience at Loughborough University. We dive into the future of education, the essential skills students need for a 40-year career, and how universities must evolve to meet the demands of a rapidly changing world.
Content:
00:00 – Introduction
03:10 – Preparing Students for the Future
05:03 – Technology & Social Skills in Education
07:29 – Rethinking University Structures
10:50 – The Role of Leadership in Education
17:48 – Learning, Unlearning & Relearning
22:49 – Universities as Agile Businesses
34:48 – AI in Education
39:31 – Advice for Employers Hiring Graduates
44:50 – Quick Fire Questions
In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes.
With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.
Content:
00:00 - Introduction
02:48– The Evolution of CX
05:44– Business Impact
08:10– AI’s Role In CX
14:52– Personalisation
18:52 – 2025 Strategy
22:00 – Avoiding Mistakes
26:09 – Trust & Engagement
28:26 – Human Interaction
31:35 – Looking Ahead
Welcome back to another electrifying episode of the CX Insider Podcast 🎙️
In this jam-packed conversation, we sit down with Alex Karim, AI Architect at Microsoft and innovation enthusiast, to dive into the cutting-edge technologies which are reshaping industries and our everyday lives.
From smart glasses that record your world to the state of the metaverse, this episode is a rollercoaster ride of tech insights, personal stories, and bold predictions for the future. Whether you're a tech enthusiast, a business leader, or just curious about how innovation is shaping the world, this episode has something for everyone. 🎧
Content:
00:00:00 – Introduction: AI, Innovation, and the Future
00:03:06 – From Physics to Formula 1
00:07:37 – The Future of Smart Glasses
00:08:55 – Are We Ready for AI Assistants?
00:16:40 – AI Is Disrupting Legal Work
00:18:57 – Data Governance and AI
00:20:32 – Is the Metaverse Dead?
00:20:38 – How a Job Title Changed My Career
00:31:44 – AI in Construction
00:34:37 – Why I Love My AI Co-Pilot
In this episode of CX Insider, we sit down with Ajmal Mushtaq, the CEO and founder of Boss Pizza, to uncover how he went from a law graduate and corporate career to building one of the UK’s largest takeaway operations. Ajmal shares his inspiring journey, the sacrifices he made, and how he turned a struggling family restaurant into a revolutionary pizza brand that's reshaping the food industry.
Contents:
[0:00:00] Introduction to Ajmal & Boss Pizza
[0:01:42] Career Journey: From Law to Pizza
[0:03:37] Building the Largest Takeaway Operation
[0:07:36] Launching Boss Pizza During COVID
[0:08:08] Mega-Kitchen Efficiency
[0:14:08] The Secret of Brand Success
[0:20:20] Challenges of Franchising
[0:22:31] How Tech Drives Growth
[0:41:12] Building a Winning Team
[0:42:33] Redefining Success
In this festive episode, we are bringing you the perfect opportunity to get into the Christmas spirit! With all of your favourite CX Insider's, our two teams will battle it out, hoping to become the first-ever Christmas winner! We'll even be giving you a run down of which mince pies you should be investing in this holiday season!
Round 1: Mince Pie Matching
Round 2: Finish The Lyric
Round 3: Christmas Quiz
Round 4: True or False
In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation.
Content:
[00:00:29] Introduction
[00:00:50] Sharad's Journey
[00:05:05] About SentiSum
[00:07:33] CX: From the Heart or the Head?
[00:08:49] Are Customer Surveys Dead?
[00:13:38] Alternatives to Surveys
[00:19:21] Why brands need a mindset shift
[00:23:33] The Future of NPS
[00:27:30] Turning Insights into Action
[00:33:39] Best and worst practices in customer experience
[00:37:01] The importance of forgettable, frictionless experiences
[00:39:09] Quick Fire Questions
In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.
Content:
00:00 - Introduction
02:11– About Mohamed
04:53 – Brand Differentiation
07:57– Evolving Expectations
10:03– In Store Vs Online
15:32– Customer Retention
20:11 – Customer Lifecycle
22:39 – CX Basics
30:44 – Regional Preferences
35:06 – Quick-Fire Round
In today's episode, we are joined by Ronelle Arbib, COO of Recognise Bank, to discuss her fascinating career journey, from the Air Force to leading customer-focused innovations in the financial sector. Tune in for insights into SME banking, building customer relationships, and the importance of female empowerment in traditionally male-dominated industries. Get ready for a deep dive into banking, leadership, and more!
Content:
[00:00:20] – Air Force to Banking
[00:03:10] – Building The Model
[00:08:40] – Female Leadership
[00:10:30] – Serving SME's
[00:12:45] – The “Triangle Model”
[00:16:00] – Challenges
[00:20:20] – Adapting For CX
[00:27:20] – Balancing Savings
[00:30:00] – Customer Satisfaction
[00:34:00] – Quick-Fire Questions
Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9
Today, we are joined by Monique Theile, Head of Complaint Management at Chrono24, to explore how security, trust, and customer experience are interwoven in the luxury market. Get ready for insights on certification programs and some unexpected customer complaints.
Find out more in this episode!
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Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer
Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9
In this episode, we sit down with Gianluca Brugnoli, VP of Design at TomTom. We explore the future of automotive technology, personal navigation, and the role of AI in transforming the driving experience. Gianluca shares insights on how car makers are adapting to the digital age, the challenges of smartphone mirroring, and how AI-driven innovations like voice interaction and hyper-personalized navigation are shaping the industry.
In this episode, we sit down with Ian Toal, the CEO of Oscar Mayer UK, to talk about brand activation using innovation centres. With David Martin (M Worldwide) as co-host, we discuss the pair's recent business venture - The Gastro Hub. Ian shares his unique insights from a remarkable 38-year career, ranging from food manufacturing to running over 600 restaurants across 13 countries. Discover how he’s transforming the future of food with cutting-edge innovation centres and bold new concepts.
Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇
https://tinyurl.com/3hvjf2j9
Dive into a riveting conversation with William Gilchrist, the CEO and Founder of Konsyg, as he shares his journey from Chicago to becoming a sales powerhouse in Asia. With over 15 years in Singapore and 20 years in Asia, William has a wealth of experience in navigating the complexities of global sales. Discover how Konsyg has revolutionized the sales outsourcing industry by providing an end-to-end sales solution that no competitor has been able to match. From building global pipelines to navigating market challenges, William unpacks the intricacies of sales with a blend of insightful stories, market wisdom, and a touch of humour.
The Euro's have left us wanting more football talk! So here it is! We sit down with Neil Sears, the CEO of two-time FA Cup winners Bury FC, to discuss the club's remarkable journey to becoming fan-owned and the vital role volunteers play in the sporting world. We'll uncover the challenges and triumphs of maintaining a football club without traditional broadcast revenue, while also gaining some exciting insights into the power and impact of volunteers in sports.
Andrew Madaras is the chairman & secretary of Dunstable Town Football Club. In this episode, we dive into the transformative power of fan ownership & community support in the world of grassroots football. We talk about how Andrew & the club not only invest in the football, but the local community too. Join us to learn about challenges, myths & misconceptions in the world of grassroots football.
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Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer
Michael Theodore is the co-founder of Scalr, a cloud computing company that specialises in automation & collaboration software. In this episode, we dive into the importance of employee experience within sales, the secrets to retaining your customers as well as the tools you can use to capture emotion. What mode should you be in, acquisition or retention mode? How can you improve your handover between the sales team and client? Find out more in this episode!
Connect with Michael - https://www.linkedin.com/in/michael-theodore-4b317885/
Watch her podcast https://www.youtube.com/@therebekahpanepintoproject
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Joel Passen is a proven technology entrepreneur & Founder of Sturdy.AI. In this episode, we dive into the future of AI in Customer Intelligence, discussing the ways that customer data can become more accessible and actionable. Just how crucial of a role will AI have when it comes to businesses interacting with & understanding customers? What are some myths surrounding these new tools? Find out more in this episode!Connect with Joel - https://www.linkedin.com/in/joelpassen/
Watch her podcast https://www.youtube.com/@therebekahpanepintoproject
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/?utm_source=CXI_Joel_Passen_112
Rebekah Panepinto is a consultant, public speaker & host of her own podcast ‘The Rebekah Panepinto Project’. In this episode, we dive into the importance of a personal brand, advice for generative AI integration, RFPs & much more. Where is artificial intelligence headed & how can it make YOUR job easier? Why are platforms like LinkedIn SO significant to creating trust & relationships in the industry? Watch now!
Connect with Rebekah https://www.linkedin.com/in/rebekahpanepinto/
Watch her podcast https://www.youtube.com/@therebekahpanepintoproject
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
In this episode, we dive into Brand experience evolutions within the financial sector, branch roles in different communities & how you can build your brand DNA as a bank. How important is your branch placement? What are some brands with great consistency that banks can learn from? Find out more in this episode!
Connect with Michael - https://www.linkedin.com/in/michael-heanue-92998813/
Connect with Martin - https://www.linkedin.com/in/martin-shires-36629b156/
Connect with Greg - https://www.linkedin.com/in/gregcopley/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Sham Aziz is the founder of Thecxway, a customer service consultancy. In this episode, we dive into the beginnings of his brand, the benefits of consultancies & Sham’s 100 interviews. We also discuss the rise of redundancies, brands disappearing & how department shrinks can effect companies for years to come. How important is the in-store experience in retail? When should you buy online, and when should you not? Find out more in this episode!
Connect with Sham - https://www.linkedin.com/in/shamasaziz/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
ACF Technologies is the global leader in customer experience software solutions. Their tailored services range from appointment booking to queue management to event scheduling, and everything in-between. ACF help the world's biggest organisations supercharge their customers' experiences.
Andrew Stevens is the principal for banking and financial services for Quadient, an international company specialising in business process automation & customer experience management. In this episode, we discuss the major problems in customer education within the financial sector & the reasons this could create failure demand. We also discuss consumer duty & regulations that banks must comply with. Will these regulations harm innovations? We also ask the question: Do you understand how your finance works?
Connect with Andrew - https://www.linkedin.com/in/andrew-n-stevens/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
ACF Technologies is the global leader in customer experience software solutions. Their tailored services range from appointment booking to queue management to event scheduling, and everything in-between. ACF help the world's biggest organisations supercharge their customers' experiences.
Could they help you? https://www.acftechnologies.com/
Simon Erridge is the Research Director of Curaleaf, a clinic that helps eligible patients with affordable *plant medicine care. In this episode, we explore the story behind the business that can’t say what they sell. We discuss exclusive patient experiences, the limitations this medicine receives from UK regulations as well as the future of the medication. Could your business thrive through only word-of-mouth? What are the challenges the clinic face? What education does Curaleaf bring to doctors and law enforcers? Find out more in this one-of-a-kind episode!
Connect with Simon - https://www.linkedin.com/in/simon-erridge/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Chris Warwick is the Customer Experience & Development General Manager at Electromin. In this episode, we dive into the importance of caring for your customers in the automobile industry, as well as the risks of being a new entrant in the EV world. Why does Chris recruit employees outside of the industry? What are the challenges to being an electric vehicle company in a petrol-led country? Find out more in this episode!
Connect with Chris - https://www.linkedin.com/in/chris-warwick-a2a7a5a/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Cormac Kelly is the Senior Director of Customer Success for global industry leaders SurveyMonkey. He is here to tell us about the evolution of surveys, AI’s aid for the employee and customer experience as well as the ad’s that SurveyMonkey has created. Who owns our data? Find out more on this episode!
Connect with Cormac - https://www.linkedin.com/in/cormac-kelly-563aa31/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
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Shep Hyken is a New-York Times Bestseller & Keynote Speaker, he is one of the world’s leading authories on customer service and CX, with over 40 years of experience helping organisations all around the world. In this episode we talk about Shep’s magical beginnings into the world of customer experience, with tales that go back decades. He walks us through CX “moments of magic” as well as the potential use cases for the rise of artificial intelligence.
Check out ACF Technologies now! https://www.acftechnologies.com/en-gb/
Connect with Shep - Connect with Shep - https://www.linkedin.com/in/shephyken/
Become a CX Insider - https://www.linkedin.com/company/6882...
On today's episode, we bring on 2 guests from ACF Technologies: Simon Ronald, VP of Business Development & Laurence Leach, Technical Director. We sit down and talk about enterprise projects and the management needed for success. Should you use off the shelf products or self-build? Does the size of a supplier matter? In this episode all your questions will be answered!
Check out ACF Technologies now! https://www.acftechnologies.com/en-gb/
Connect with Simon - https://www.linkedin.com/in/simon-ron...
Connect with Laurence - https://www.linkedin.com/in/laurence-...
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Check out our website - https://cxinsider.com/
John Sills is the Managing Partner at The Foundation & Author of The Human Experience. From working at a market stall in Essex 25 years ago, to advising organisations like Sky, UNICEF, Morrisons & eBay, John learnt from an early age what customer experience truly means and the impact it has on consumers. John has achieved incredible success at HSBC and now The Foundation, helping them innovate and build their customer-led approach. In this episode, we dive into customer experience success stories, advancements of AI, the balance of the functional and human experience, and answering the question “does customer loyalty truly exist?”.
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/zXhpQtRFoEo?si=fSUoT_OFf1sJuKAh
Connect with John - https://www.linkedin.com/in/johnjsills/
Become a CX Insider - https://www.linkedin.com/company/6882...
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/
Andrew Carothers is the Digital Customer Experience Leader for Cisco Systems, an American multinational digital communications technology conglomerate. He is here to tell us all about the AI usage when communicating with clients in multiple languages, generational clashes when working and the teenage years of Customer Experience. In this episode, we will go over the new age of the customer and the power that customer experience has over other consumer touch-points.
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/by-P9oJ2QXc?si=1qTOEYZLYM9_U3DX
Connect with Andrew - https://www.linkedin.com/in/andrew-ca...
Become a CX Insider - https://www.linkedin.com/company/6882...
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Welcome to CX Insider’s 100th anniversary episode, showing you the best moments from our expert guests, full of exclusive insights, finished off with our funniest & best quick-fire question answers!
In this episode, we look at all the various different industries we have had on the podcast, featuring insights from:
Retail experts like Marc Montagne (Vacheron Constantin), Dominik Olejko (H&M), Lysa Hardy (Hotel Chocolat), Sham Aziz (Selfridges).
Automobile experts like Dr Clare Mutzenich (7th Sense Research), Andreas Shmelzer (Porsche Holding), Mats Bredbog (Volvo).
Financial / Banking experts like Donata Peksa (HSBC), Ubong Nkanta, Jorge & Javier (Santander), Andy Willmot (OneBanx), Piers Watson (NFU Mutual).
Finished off with the most iconic quick-fire questions from Katie Bowden (NEXA), Harry Ashbridge (Monzo), Andreas Shmelzer (Porsche Holding), Lysa Hardy (Hotel Chocolat), Andrei Calin (BCR Bank), Tom Darnell (Iris), Ty Givens (CX Collective), Jorge & Javier (Santander), Benoit Soucaret (Merkle), Sham Aziz (Selfridges), Andy Willmot (OneBanx), Mona Ibrahim (Bank of Egypt), Mats Bredbog (Volvo).
Join us on this trip down memory lane!
Ty Givens is the founder and CEO of the CX Collective, a company providing implementation advice and services for building and scaling customer experience operations. She is here to tell us about how companies can prepare for holiday seasons. In this episode, we will look at the usage of chatbots and AI when handling retail, as well as the journey Ty has gone through with CX Collective and examples of projects she has worked on!
Content Connect with Ty - https://www.linkedin.com/in/tybryantgivens/
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/KMO-WpMxH0s?si=0MQ9gjm4YQP9XU32
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Andy Willmot is a software engineer and digital technology specialist that works for OneBanx as Chief Technology Officer. He is here to tell us all about the emergence of OneBanx through the rise of Open Banking. In this episode, we look at the future of Banking as well as the technology that should be implemented for the benefit of the customers.
Content Connect with Andy - https://www.linkedin.com/in/andywillmot/
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/icjanXhE7jo?si=EcEJb-ybVnbrh_gp
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Marc Montagne is the Head of Digital Marketing and eCommerce for one of the oldest luxury watchmakers in Europe, Vacheron Constantin. In this episode, we hear about the unique selling environments of luxury watches, how the industry has been impacted by recent trends, and why intimacy is crucial to the customer experience. Watch this space!
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Marc - https://www.linkedin.com/in/marcmontagne/
Marc's Book - Invest in Watches: The Art of Watch Collecting
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
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Thank you to our sponsor - https://www.acftechnologies.com
Annie Mamigonians is a consultant that aims to deliver optimal customer experience to her clients using the expertise she developed throughout her engineering, pharmaceutical and financial services career. In this episode, we look at how continuous improvement and lean principles can be applied to the banking industry.
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Connect with Annie - https://www.linkedin.com/in/annie-mam/
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Katie Bowden is the Service Design and Delivery Director of Nexa, an Australian customer experience company that specialises in delivering innovative solutions when streamlining the customer journey. In this episode we talk about patient journeys within the healthcare industry, as well as exploring the importance of service design for improving the patient experience.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Katie - https://www.linkedin.com/in/katie-bowden-2bb9b1a9/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
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Dr Clare Mutzenich has an extensive history in analysing human psychology, and she now works as the Associate Director for research company 7th Sense, leading consumer insight projects across the automotive and luxury sectors. In this episode, we unpack the neuroscience behind purchase decisions, explore why virtual reality is somewhat incompatible with the human race, and discuss how customer journeys can be improved through deeper social listening.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Clare - https://www.linkedin.com/in/clare-mutzenich/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
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Triodos is a European bank that places a large focus on upholding sustainability and creating community through its financial services. As the Head of Marketing in Spain, Estrella Moya walks us through what sustainable banking actually looks like, what it can mean for a customer's experience, and how you can apply these ideals to any business model as well as your personal life.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Estrella - https://www.linkedin.com/in/estrellamoya/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
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Apple recently announced their own mixed-reality headset, the Vision Pro, and it has the Internet on fire. Though its general benefits, potential and drawbacks have been discussed to death, the team at CX Insider take a look at this new technological phenomenon from the customer experience angle. How could the Vision Pro revolutionise customer relationships? What changes could it bring to both banking and retail? Through raw meme reactions and conflicting opinions, we take those questions head-on, bringing you the latest insights from the future of the CX world.
To experience this episode with its full breadth of content, please head over to our YouTube channel for the video version:
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Porsche Holding is Europe's largest and most successful automotive retailer. Andreas Schmelzer is their Head of Digital Transformation. How exactly is an industry, that's seemingly resistant to change, pioneering a new form of innovation? The answer is one word. HYPERAUTOMATION.
Listen in to discover what hyper-automation means, how to apply it to any business, and how it can evolve your own customer experience strategy too.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Andreas - https://www.linkedin.com/in/andreas-schmelzer-568134146/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
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DNB is the largest bank in Norway, with over 2 billion USD in revenue last year. As their Head of Digital Customer Experience, Henriette Paus knows exactly how to modernise the customer journey for the digital age, and how to satisfy a rapidly changing market. In this episode, she shows us.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Henriette - https://www.linkedin.com/in/henriettepaus
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
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Quantum computing is a reality. In a few years, supercomputers will break past the experimentation phase and elevate technological progress to new levels. But how will that look? How will the customer experience be affected? How can companies take advantage of the future? In this episode, we find out.
Greg and Marcell are joined by Napo Cornejo, Founder and Director of tech firm Geokapti, discussing all things quantum computers, artificial intelligence, society at large and the impact on CX.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Napo - https://www.linkedin.com/in/ncornejo/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
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With 15 years of industry experience, Dominik Olejko is the Head of Customer Insights and Engagement for H&M in Eastern Europe. The global clothing retailer is constantly innovating their customer journeys with the latest technologies and both ChatGPT and the Metaverse are no exceptions. In this episode, Dominik explores the risks and benefits of rising AI tools, and how they may shape retail in the years to come.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Dominik - https://www.linkedin.com/in/dominikolejko/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
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Nigeria is currently undergoing a tumultuous time with the introduction of a new currency and a governmental push towards a cashless society. This environment has created all kinds of financial pain points for customers, thus calling for greater understanding and maturity of CX.
Ubong Nkanta, Global Head of Customer Experience Governance for one of Nigeria's top 4 leading banks, shares his insights on the situation and explores the idea of CX maturity, in Episode 86 of the CX Insider Podcast.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Ubong - https://www.linkedin.com/in/ubong-nkanta/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
In the modern age, one of the fundamental elements of work and content consumption is audio. Music. Speech. Sounds. Every day, we listen to digital audio. But do we ever stop and analyse how the quality of that audio is affecting us?
In this podcast, IRIS Audio Technologies' COO, Tom Darnell, walks us through some ear-opening findings about the role and impacts of audio quality on the customer and employee experience. The results will change the way you hear.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Tom - https://www.linkedin.com/in/tomdarns/
Discover Clarity - https://iris.audio/clarity-enterprise
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Ed is the Head of Customer Experience for online cycling retailer WiggleCRC. He's also worked for a range of brands with super-high customer loyalty including Explore Worldwide, Royal Caribbean Cruises, and Pret a Manger - during their revolutionary launch of the coffee subscription service in 2020.
In this episode, we explore the similarities and differences between those brands, what makes customers loyal, and how these tips can be applied to any CX strategy. Tune in now for the unmissable customer experience insights you won't find elsewhere.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Ed - https://www.linkedin.com/in/edward-deason/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
HSBC is the largest bank in Europe, with 2.93 trillion USD in assets, as of December 2021. In this episode, we speak to their Head of Global Brand Experience - Donata Peksa herself.
Join us as we explore the issues of diversity and inclusion, through the lens of transparency and CSR. We also touch on other key topics including sustainability and the cost-of-living crisis, linking each point back to the fundamental condition of customer experience, and how to deliver brand excellence in a matrix world.
Connect with Donata - https://www.linkedin.com/in/donata-peksa-phd-8b0a232/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Česká spořitelna is the Czech Republic's largest bank, but that doesn't hold them back from placing a core focus on the intimacy and quality of each customer's experience.
Listen in to find out how they prioritise CX across the organisation's various branches, how they educate customers in financial literacy, and why this practice is highly valuable. Featuring Monika Hruba, Česká spořitelna's Chief Financial Health and CX Officer.
Connect with Monika - https://www.linkedin.com/in/monikahruba/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
In our first episode of 2023, we sat down with Duncan - CEO and Head of Innovation at Pomegranate, the behavioural experience agency who use neuroscience to create ethical customer journeys. Join us as we explore the dark practices of neuromarketing, how biases inform customer purchases, and why behavioural segmentation is superior.
Connect with Duncan - https://www.linkedin.com/in/duncan456/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Tribal Worldwide is a brand experience agency, specialising in creating the Total Experience for its clients by incorporating the six key pillars of CX. As their Chief Experience Officer, Yasmin Borain is highly passionate about emotion design and studying human behaviour to build blended customer experiences and shape the future of retail.
Join us in the final episode of 2022, as Adam and Valentina talk to Yasmin about emotion design and how it can power blended experiences. We'll be hibernating over the holiday period, charging up to make 2023 our best year yet!
Connect with Yasmin - https://www.linkedin.com/in/yasminborain/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
In a time of economic recession, customers are becoming more price-sensitive and wary of their relationships with brands. This creates a formidable challenge for companies seeking to maintain trust and loyalty with their customers, especially in the insurance industry.
Hear Piers Watson, Head of Customer Experience at NFU Mutual, discuss how this hurdle can be overcome, with unmissable perspectives on customer relationships and how to do things right before doing the right thing.
Connect with Piers - https://www.linkedin.com/in/piers-watson-a6862b1/
Join our community - https://www.linkedin.com/company/cx-insider/
BCR, the second-largest bank in Romania, is striving to optimise customer experience in a post-COVID era - when many customers are returning to physical services over the convenience of digital. Andrei Calin, Head of BCR's Customer Experience, discusses this shift and explores why researching consumer psychology could be the key to mastering CX in banking.
Connect with Andrei - https://www.linkedin.com/in/andrei-calin/
Lysa Hardy is not only the Chief Marketing Officer and Managing Director of Hotel Chocolat, the British luxury chocolatier, but she's also a Non-Executive Director for a property investment company, and the co-founder of her own skincare brand. Above all, Lysa has 4 kids. How does she balance it all?
In this episode, we dive into the secrets to leading a sustainable and prosperous life at home and at work. We cover topics including women in business, entrepreneurship, and compromise. We also explore Hotel Chocolat's excellent sustainability program and why it works. Hint: it's all about people!
Tune in to discover more.
Connect with Lysa - https://www.linkedin.com/in/lysa-hardy/
COVID-19 has left a drastic impact on the relationship between digital and face-to-face banking. Mona Ibrahim, Specialist in Service Quality and Voice of Customer at the National Bank of Egypt, explores this change through the area of customer feedback, with insights into the best practices, approaches to complaints, categorisation tactics and data metrics.
Connect with Mona - https://www.linkedin.com/in/mona-ibrahim-98339918b/
In this episode, Valentina and Greg talk to Chief Experience Officer Benoit Soucaret, from Merkle! Benoit explores the concept of the metaverse and what it actually means for consumers and businesses today. He dives into the metaverse's security and legal concerns, potential applications, and the impact it will have on customer experience.
Connect with Benoit on LinkedIn!
Benoit Soucaret - https://www.linkedin.com/in/benoitsoucaret/
In this episode, Valentina and Greg talk to experts from Santander Global T&O: Jorge Fernandez, Service Specialist, and Javier Hernandez, Project Delivery Manager.
Jorge and Javier explain the concept of the Internet of Things with its application in banking and describe the future of banking services in the retail environment. They also touch on the connection between IoT and sustainability and put the evolution of IoT into a global perspective.
Connect with Jorge and Javier on LinkedIn!
Jorge Fernandez - https://www.linkedin.com/in/jorge-fernandez-villa-profesional-informatico/
Javier Hernandez - https://www.linkedin.com/in/javier-d%C3%ADaz-hern%C3%A1ndez-53b5b326/
Sham Aziz, Head of Customer Service at Selfridges, joined Adam and Valentina to talk about his formula for great customer service. We dive into the latest tech trends, customer personas and brand equity. Sham provides his honest opinion on artificial intelligence and channel shifting.
Connect with Sham - https://www.linkedin.com/in/shamasaziz/
Mats Bredborg, Head of Customer Cluster Utility at Volvo Construction Equipment, talks to Valentina and Adam about his sustainability mission in the construction industry. Mats elaborates on the technical difficulties of sustainability transformation and the importance of empowering their employees to opt for greener choices. Valentina and Adam ask Mats to walk them through their Net Zero strategy, from vision to implementation and reporting.
Connect with Mats - https://www.linkedin.com/in/matsbredborg/
Many articles on Google say that embedded finance is changing the world. Is it a real deal or just a buzzword?
Spiros Margaris, Founder of Margaris Ventures and No.1 Fintech, Blockchain and AI influencer, gives Valentina and Alex an honest opinion on the future of fintech, banking and retail. Spiros provides insightful examples and simple analogies. Margaris also explains why you should let your children be bored.
Find out more about Spiros here:
www.margarisventures.com
Email: contact@margarisventures.com
LinkedIn: https://www.linkedin.com/in/spirosmargaris/
Twitter: https://twitter.com/SpirosMargaris
Aymen Ismail, Head of Customer Engagement Solutions at smart Europe GmbH, says customer journey should be effortless and convenient. He talks to Adam and Valentina about driving change in the industry and utilising data to create a true omnichannel experience for the modern customer. Aymen's passion for people and cultures enabled him to gain experiences in various industries in multiple countries.
Connect with Aymen - https://www.linkedin.com/in/aymenismail/
In the world of online, written language is one of the most important types of communication. In today’s episode, Greg and Valentina talk to Harry Ashbridge, Head of CX & Writing at Monzo, who explains how businesses use language to communicate with their customers in the English-speaking world. In order to understand that, we need to go thousands of years back to Roman Britain.
Connect with Harry - https://www.linkedin.com/in/harryashbridge/
02:10 - Introduction of Harry | 08:48 - History of English | 17:11 - Language & CX | 20:30 - Using language to build trust | 27:08 - Internal communication | 35:05 - Tips & advice | 40:52 - Rapid fire questions
What is the future of work? How will AI impact frontline workers in the public sector? Dr Stephen Jeffares from the University of Birmingham asked public sector workers what they think of digital technology and artificial intelligence. And it's really interesting.
Read more about Stephen's research - https://link.springer.com/book/10.1007/978-3-030-54084-5
War, inflation, energy bills, labour shortage… How do we deal with all of this? Leadership expert Meridith Elliott Powell talks to Greg and Valentina about this topic and advises the audience on what to do in times of uncertainty and how to turn their fears into opportunities.
Check out Meridith's website - https://meridithelliottpowell.com/
Learn more about her latest book - https://www.amazon.co.uk/Thrive-Strategies-Uncertainty-Competitive-Advantage-ebook/dp/B08XBN7SDN/ref=sr_1_4?crid=2M81691CMXPUX&keywords=meridith+elliott+powell&qid=1651837342&sprefix=meridith+elliott+powell%2Caps%2C51&sr=8-4
In 2019 researchers at UCLA found that medical students who received VR training managed to repair a bone fracture 20% faster than students who received traditional training. A lot of studies show how VR training is highly efficient. However, the use of VR in healthcare facilities is still not as widespread as one would imagine.
Denise Silber, the co-founder of VRforHealth, talks to Valentina and Simon about the opportunities VR is offering to healthcare practitioners. We ask Denise about the use cases of such innovation and how it can help improve patient experience.
Check our bonus content on our LinkedIn Page! https://linktr.ee/cxinsider
Connect with Denise https://www.linkedin.com/in/denisesilber/
Find out more about VRforHealth - https://vrforhealth.com/
The global workforce crisis is real and huge. Rob Carpenter, Founder & CEO of Valyant AI talks to Greg and Valentina about the capabilities of conversational AI and at the same time, he addresses its limitations - the inability to keep up with the creativity of human language.
Conversational AI is building a solid reputation for improving CX but also increasing concerns about its impact on the job market. Despite being the CEO of a company deploying the AI tool in the restaurant industry, Rob provides a realistic viewpoint on the (supposedly) dystopian future.
Check out Rob's profile - https://www.linkedin.com/in/rob-carpenter/
Daniel Hass, Senior Manager of Digital Experience at Toyota Motor Europe, uncovers some of the most burning CX challenges the automotive industry is currently facing. Adam and Valentina ask Daniel to introduce them to the problematic of "online-only" demand, digital innovation and the future of car dealerships.
Did you know that 63% of recent car buyers would consider buying their car online in the future but 82% of people intending to buy a car in the UK consider physical touchpoint with the dealer to be essential? What conclusions can be made from this reality? Daniel explains that the situation is not as black and white as some industry disruptors claim it to be.
Connect with Daniel to continue this exciting conversation - https://www.linkedin.com/in/danielphaas/
Don't forget to rate our podcast on Spotify & Apple Podcast and connect with us on socials - https://linktr.ee/cxinsider
Maneesh Juneja is a Digital Health Futurist who has dedicated his entire career to studying and utilising emerging technologies to improve people's quality of life. In the last decade, Maneesh has been helping various organisations from start-ups to governments, hospitals and pharmaceutical companies to foresee possible future scenarios. He's consulting companies on how to become resilient, how to prepare for various outcomes of situations and how to stay customer-focused and relevant to their customers' needs.
Simon, Maneesh and Valentina will talk about the future of the NHS and the current challenges the healthcare industry is facing. We will dive deep into the topics of futuristic technology, data privacy, cybersecurity and much more.
Connect with Maneesh on Linkedin - https://www.linkedin.com/in/maneeshjuneja/
or Twitter - https://twitter.com/ManeeshJuneja
Check out his website - http://maneeshjuneja.com/
Link to the report on Ethics & Governance of Artificial Intelligence for Health https://www.who.int/publications/i/item/9789240029200
Chris Ashby is a founder of a UX agency called We Are Heroes that offers a unique approach to designing user experience. Chris loves stories, he is a Sci-Fi enthusiast who looks at life through the lens of archetypal journeys, hence the name We are heroes. Today Chris gives you advice on how companies should manage their UX to achieve desired goals and deliver a nice, smooth and seamless user experience. More importantly, Valentina addresses the topic of storytelling - Chris' passion and asks him how it can be utilised in user experience.
Connect with Chris - https://www.linkedin.com/in/ashbychris/
Check out Chris' agency - https://www.weareheroes.digital/
Don't forget to rate our podcast on Spotify!
Crystal D'Cunha, award-winning customer experience leadership coach, Chief Experience Officer at The Inside View, Inc., mother, role model. In this episode, Crystal walks Valentina through her 7-step leadership training program, which recently won the gold award at the 2021 International Stevie Awards. She also gives inspirational advice to aspiring entrepreneurs.
Connect with Crystal - https://www.linkedin.com/in/crystald1/
Check out her website - https://gettheinsideview.com/
Note: CX Insider was recently selected among the Best 30 CX Podcasts by Feedspot! Link here - https://blog.feedspot.com/customer_experience_podcasts/
This is not an easy question. Greg and Valentina interviewed Bruno Pešec, a business consultant, and compared the most significant obstructions traditional banks face on the journey of digitalization. Bruno talks in detail about the common causes for digital dropouts, the emphasis on psychological safety, and why traditional banks have lower customer satisfaction than their digital rivals.
Check out Bruno’s website https://www.pesec.no/
Hello everyone, this is Valentina, the host of CX Insider. Our podcast started in 2019 to connect professionals from the CX space and share knowledge, insights and give advice on how to deliver the best customer experience. We invite researchers, academics and industry experts from retail, banking, government and healthcare to share their stories with you. So if you want to learn and join our community, hit the subscribe button and listen to our bi-weekly episodes.
Greg and Alessia attended this year's Branch Transformation and interviewed industry experts to bring you insights from the event. Branch Transformation is the world's leading conference dedicated to branch design, customer experience and strategy-driven transformation. A high-quality speaker programme forms the core of this two-day event, packed with thought-provoking case studies from leading banks, showcasing how they are using cutting-edge technology and human-centred design to drive real customer value. We spoke to Dominic Hirsch, Managing Director at RBR, Lynne Pitwood, Head of CX at Newcastle Building Society, Duncan Cockburn, Founder and CEO at OneBanks and Martin Shires, Business Development Manager at Glory. We are hoping to see you at Branch Transformation 2022 next year!
Paula Thomas, a customer loyalty expert and the podcast host of Let's Talk Loyalty, talks about the dos and don'ts when building loyalty programs. We discuss the latest Bond Loyalty Report, which introduced a new metric to predict customer spending. Greg and Paula share their favourite loyalty programs implemented by famous coffee makers.
Find out more about Paula: https://letstalkloyalty.com/
46% of job seekers say that company culture is very important when applying for a job. Stuart Anderson, a Clientelling & Service Consultant at Selfridges, advises on how to help your employees adapt to your culture, implement a cultural change and what to do if your team is resistant to change. Is it okay to reject a candidate who is not a cultural fit? What does it mean anyway? Valentina addresses these controversial topics many people would disagree with.
Connect with Stuart https://www.linkedin.com/in/stuart-anderson-9888b0130/
Allison Hartsoe, Founder & CEO of Ambition Data, shares her experiences as a female leader in the technology industry. She talks about the difficulties and challenges she has faced as a CEO and as a woman in business. Valentina addresses burning topics like gender biases in the workplace and the pressure on women to chase their careers and focus on their families. The host of the Customer Equity Accelerator Podcast recently published her book The Age of Customer Equity: Data-Driven Strategies to Build a Sustainable Company.
Find out more about Allison: https://www.linkedin.com/in/allisonhartsoe/
Read more about her latest book: https://www.amazon.co.uk/Age-Customer-Equity-Data-Driven-Sustainable/dp/1737518104/ref=sr_1_1?crid=3CN06RFAZJI1H&dchild=1&keywords=the+age+of+customer+equity&qid=1634315536&qsid=260-5733908-0796837&sr=8-1&sres=1737518104%2C0684864665%2CB07N7GRHNK%2CB00C7TB7ZE%2CB000H5U2NS%2CB082QMHW3R%2CB07TXGM2MJ%2CB07MXYK7NW%2CB07JL13H4K%2CB07WVRL2NZ%2CB07BH2VXXL&srpt=ABIS_BOOK
Michael Solomon, a Professor of Marketing at St Joseph’s University in Philadelphia, adapts traditional marketing techniques to the needs of postmodern consumers, the new chameleons. Michael advises CX leaders on how to connect with consumers who do everything they can to escape stereotypically targeted campaigns. Valentina's questions a shift to future technological advancements - humanoid robots. Will the Uncanny Valley soon become a relic of the early 21st century? How can consumers build trust with socially assistive robots? Can they replace a human connection?
Find out more on Michael's website: https://www.michaelsolomon.com/
Read Michael's book: https://www.amazon.co.uk/New-Chameleons-Connect-Consumers-Categorization-ebook/dp/B08PQ2B8XH/ref=sr_1_1?dchild=1&keywords=michael+solomon+how+to+connect&qid=1633303997&sr=8-1
Sergio Feo, Director of Customer Experience, started working for Pibank, a challenger bank based in Spain, in 2017. In this episode, he shares their story of becoming one of the top banks with the highest customer satisfaction. Feo emphasizes the importance of creating a strong value proposition that guides major corporate decisions and acts as the building block in gaining trust with customers. Valentina is becoming strongly convinced that she will own a self-driving car in the future…
Connect with Sergio on LinkedIn https://www.linkedin.com/in/sergiofeo/
Why are vision and mission statements often so overlooked? Most companies have them, but employees often don't even know what they are. Jose Herrera, Co-Founder and CEO of Hire Horatio, talks about the importance of these branding components when delivering satisfactory customer experience. We also cover the most discussed topics, such as balancing technology and the human touch or the best practices for communicating your client’s brand voice. Jose's LinkedIn Profile - https://www.linkedin.com/in/joseherrerap/ Visit Hire Horatio website - https://hirehoratio.com/
In episode 53, Valentina speaks to Dan Gingiss, an international keynote speaker, author of an upcoming book, The Experience Maker and a podcaster of The Experience This! Show. Dan believes that generations appreciate authentic brand voice and reward businesses that build relationships with their customers. He elaborates on the future of CX and advises aspiring marketing professionals who aim to build their careers in customer experience.
Find out more about Dan Gingiss https://dangingiss.com/
Pre-order Dan's book The Experience Maker: https://www.amazon.com/Experience-Maker-Remarkable-Experiences-Customers/dp/163195458X/
Ben Segal, Senior Director of CX at Pair Eyewear, shares the CX story of Freshly, a NY-based meal delivery company. Building a CX program from zero in a hyper-growth company is a tough challenge. Ben describes what he did to achieve a successful outcome and what he is doing differently at Pair Eyewear.
Connect with Ben on LinkedIn - https://www.linkedin.com/in/benjaminwsegal777/
Steve Anderson, an expert in strategic risk and business growth, professional speaker and author of the Bezos Letters: 14 Principles to Grow your Business like Amazon. The principles were originally extracted from Bezos’s annual letters to shareholders, further analysed and split into 14 different principles which create repeatable growth cycles. Some of the principles are explained in detail in the episode. Did Amazon become the most customer-centric business in the world at the expense of their employee experience? This book is a must-read for every business major.
For more information visit https://thebezosletters.com/
CX Insider celebrates its 50th episode! Valentina, Greg, Adam, Simon and Antonio sit together and reflect on the most entertaining episodes they have recorded. From the very first episode, the podcast has been through a massive transformation. They take the listeners behind the scenes and talk about how the concept of podcasting started and gradually evolved.
01:30 - Where did the idea come from? I 04:33 - What was the purpose? I 06:31 - Things we never shared before I 09:31 - The best episodes
Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connect with customers. Stuart explains how this solution became an integral part of their customer success strategy.
Stuart's LinkedIn Profile - https://www.linkedin.com/in/stuart-fearn-mbe-3602761a/
01:17 - Stuart's vision of the branch of the future I 04:24 - Customer service during the pandemic I 05:52 - Views on customer service automation and digitalisation I 07:59 - Video as another channel I 11:31 - The challenges of implementing new technology I 14:14 - Will video replace F2F service?
Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having been working in CX for almost 40 years, Paul teaches business leaders how to deliver More Than Perfect service and explains why perfect experience is only the starting point. Valentina guides her listeners through Paul's stories with an engaging commentary and euphonious sound effects.
Visit Paul's official website: https://www.paulrutterspeaks.com/
Contact Paul on LinkedIn: https://www.linkedin.com/in/parutter/
Read Paul's book: https://www.amazon.co.uk/Repeat-Business-Inc-Staying/dp/1542637813/ref=sr_1_1?dchild=1&keywords=business+inc%3A+paul+rutter&qid=1623011095&sr=8-1
01:32 - Paul's background I 06:14 - COVID19 and the cruise industry I 09:12 - Customer is always right I 11:30 - Building brand loyalty I 13:55 - Creating the More Than Perfect experience I 18:17 - Exceeding customer expectations I 21:42 - Employee experience I 25:06 - The One With Naked Customers...
Salman Sharif, a senior CX advisor from Forrester, talks to Valentina about employee experience and its relationship with customer experience. He explains why EX plays an integral part in delivering great CX and predicts post-pandemic challenges which are likely to affect your business.
Check out Salman's LinkedIn profile - https://www.linkedin.com/in/salman-hammad-sharif-fcxp-cx-ii-1069b0a/
01:49 - Salman's background I 04:14 - definition of CX Maturity I 06:49 - Does every company needs a CX team? I 09:56 - employee centricity I 19:56 - advice to CX leaders
This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer success and discusses how banks should innovate their services. Valentina asks Brian about the evolution of customer success, and Adam leads a conversation on the security of personal data. Brian also addresses the fact that soon, customers can expect to talk to robots without even realising it.
Brian's LinkedIn: https://www.linkedin.com/in/briankale/
Bank NOVO: https://banknovo.com/
02:28 - Who is Brian Kale? I 06:18 - definition of Customer Success I 09:23 - Should every company has its own CX team? I 11:25 - the future of customer success I 17:17 - the risk of fraud & personal data security I 24:08 - customer expectations from a generational perspective I 32:00 - the CX transformation in the Banking industry I 34:06 - advice for future CX leaders
Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He explains how mystery shopping and crowdsourcing can help you achieve different objectives. Antonio also mentions one of the biggest challenges CX leaders face: evaluating objective feedback.
Antonio's LinkedIn: https://www.linkedin.com/in/antonio-maiorano/
Bare International: https://www.bareinternational.eu/
03:19 - Antonio's background I 05:03 - How can Mystery Shopping improve CX I 10:33 - loopholes of mystery shopping I 15:25 - Has Mystery Shopping changed during the pandemic? I 20:06 - creating actionable insights I 29:35 - Advice to CX leaders
John King, a property specialist, shares his views on the shift towards customer-centricity in the property market over the past decades. Is customer experience the same in every industry? John's ideas show an entirely different perspective on CX as you know it. He also talks about emotions and conflict resolution in fragile situations.
Connect with John King on LinkedIn https://www.linkedin.com/in/johnking56/
02:12 - John's career milestones I 05:18 - unique CX challenges I 09:27 - the balance between the digital and human touch I 15:26 - the importance of staff members in a property transaction I 23:59 - Conflict resolution with clients I 28:15 - how to train staff in customer service I 36:16 - advice to CX leaders
Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed. Greg speaks to Katie about the adoption of CX in the not-for-profit sector, and Valentina talks about her unfortunate attempt to return clothes via home pick-up service. Start planning for failure using Katie's 6-step framework which you will find in the episode.
Visit Katie Stabler's LinkedIn profile: https://www.linkedin.com/in/katie-stabler-ccxp/
Buy Katie's book Customer Experience 2: https://www.amazon.co.uk/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_5?dchild=1&keywords=customer+experience+2+book&qid=1618790356&sr=8-5
02:24 - Introduction of Katie Stabler I 05:08 - Teaching organisations to become customer-centric I 11:51 - Why should not-for-profit organisations focus on customer experience? I 20:57 - Planning to fail I 30:20 - Advice to CX leaders
Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer. Without these, no business strategy can deliver CX excellence. Valentina and Greg ask Jan to elaborate on the interplay of these key areas and what to do when companies fall into the trap of the technology paradox.
Visit Jan's LinkedIn profile - https://www.linkedin.com/in/januriga/
Find Jan's Customer Journey template on the CX Insider LinkedIn page
02:33 - How companies approach CX today I 05:26 - Where should you start to become customer-centric? I 10:40 - What role does technology adoption play in an organisation? I 20:25 - How does employee-centricity impact CX? I 26:25 - Advice to aspiring CX leaders
Gustavo Imhof, a CX consultant, talks to Valentina and Greg about the most common CX misconceptions he has come across during his career. Gustavo comes with thought-provoking statements, seemingly paradoxical at first glance. For example, advising CX strategists not to be customer-centric.
To find out more about what Gustavo does, visit his profile: https://www.linkedin.com/in/headofcustomerexperience/
Check out Gustavo's recently published book - Customer Experience 3: https://www.amazon.co.uk/Customer-Experience-3-Naeem-Arif/dp/191277481X/ref=sr_1_6?dchild=1&keywords=customer+experience+3+book&qid=1617643992&sr=8-6
05:21 - the most common mistakes organisations make I 10:33 - the danger of exceeding customer expectations I 22:50 - Why are memories more important than the experience? I 29:27 - advice to CX leaders
Countries around the world have started using COVID-19 passports for international travel. Some of them use it domestically. What does it mean for businesses? Will pubs require vaccine passports from their customers? Valentina, Simon and Lawrence discuss the pros and cons of this certificate.
Fabrice Martin joined the second episode dedicated to artificial intelligence in customer feedback analysis. Valentina and Simon speculate why the traditional methodologies of collecting customer feedback sometimes fail to bring actionable insights. They also address the big question: Will AI make humans redundant?
Connect with Fabrice Martin on LinkedIn - https://www.linkedin.com/in/martinfabrice/
Find out more about Clarabridge - https://www.clarabridge.com/
I 01:20 - Introduction of Fabrice Martin I 04:14 - How does semantic analysis work? I 06:48 - Traditional methods of collecting feedback are failing I 18:03 - Can AI be biased? I 20:58 - Artificial Intelligence vs. Human Intelligence I 24:55 - Advice for CX leaders
Valentina, Greg and Chhavi Singh discuss various methodologies of collecting and analysing customer feedback data. We also speak about the current technological advancements creating actionable insights to improve your customer experience strategy.
For more information, connect with Chhavi Singh on LinkedIn - https://www.linkedin.com/in/chhavi-singh/ or visit his company website - https://www.viwoai.com/
01:42 - Organisations fail to create actionable customer feedback insights I 04:06 - Recognising cultural differences I 08:52 - What is a complaint? I 12:52 - Measuring brand perception I 15:32 - Limitations of prompted feedback I 20:13 - Customer feedback automation I 24:03 - Current trends and future AI capabilities I 30:33 - Gaining competitive advantage
In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX. Valentina, Adam and Richard Kelly, an account manager from ARNO Group, touch on the benefit of negative customer feedback and later dive into the shoppers' changing habits during the pandemic.
Connect with Richard Kelly on LinkedIn - https://www.linkedin.com/in/richard-kelly-23913754/
Find out more information about ARNO Group - https://www.arno-online.co.uk/
01:00 - the importance of customer feedback I 06:42 - the shopfitting industry during COVID-19 pandemic I 14:33 - technology improving in-store CX I 19:58 - creating a personalized experience in car dealerships I 23:35 - advice to future CX leaders
Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience.
For more information, visit https://www.tracerinsights.com/
or contact Iona Carter on LinkedIn https://www.linkedin.com/in/iona-carter-96b6214/
01:24 - Iona Carter's background as a consumer insight consultant I 09:02 - shoppers' behavioural response to COVID-19 I 21:55 - the power of social proof I 26:06 - the phygital customer experience I 29:04 - Advice for retail decision-makers
Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that can handle more than half a million bookings per hour.
For more information visit https://www.acftechnologies.com/
01:37 - ACF's role in the testing & vaccination programme I 03:44 - What qualified ACF to participate in the programme? I 5:11 - How was the project delivered? I 08:39 - The project challenges I 11:14 - The project scope and scalability I 21:39 - Appointment booking model vs. walk-in model.
Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience.
Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/
For more information about his work, visit https://www.neuromarketingservices.com/
https://www.WhyTheBrainFollows.com/
Watch Terry Wu's TED Talk on Neuromarketing https://www.youtube.com/watch?v=UEtE-el6KKs
01:27 - Terry's career journey from neuroscience to marketing I 03:05 - The difference between neuromarketing and traditional marketing I 05:45 - Rational vs. emotional customer I 08:33 - Compulsive buying behaviour and its causes I 12:09 - Live stream as a new channel I 13:50 - The irrational customer and decision-making I 18:52 - Amazon using neuromarketing tools to improve CX I 24:42 - Free will in consumer behaviour I 26:34 - Facilitating better CX for the ageing population I 28:12 - Using technology to reduce decision anxiety
Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology.
01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 - Risks from retail events | 13:00 - Using NFC and geolocation | 15:20 - Community/educational events | 19:10 - Can retailers benefit from showrooming | 26:30 - Technology recommendations
We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees.
Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/
00:45 - Mental health's importance to Damien | 03:00 - Traveling with business | 05:50 - Staying mentally and physically strong when remote | 09:30 - Working smart vs working hard | 13:15 - Time management while WFH | 19:10 - Working environment agility | 23:20 - Advice for leaders
Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more.
00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap
We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies.
01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences | 15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch transformation 2020
A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID.
01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers. | 19:10 - Designing next gen branches for a fun expereince. | 21:25 - Leveraging events to add value to the CX & Facilitating customer centric branches.
An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard.
01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders
Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis and Greg discuss this transformation of retail and the subsequent CCG (consumer confidence gap) that has appeared because of it. Will consumers evolve alongside the technology?
01:00 - COVID retail stories. | 04:47 - QR codes are now mainstream. | 08:30 - What are retail/banking leaders working on right now. | 09:50 - Are organisations embracing transformation. | 12:20 - Consumer Confidence gap causes. | 14:16 - Helping the customer during time of change. | 18:02 - The adoption of video channels.
Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus.
02:00 - Video shopping | 07:45 - Retail at the moment | 10:42 - Will video shopping channels be accepted? | 13:40 - WBR's Future stores | 19:54 - Traditional retail vs. modern problems | 23:49 - Captain powerpoint
"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Home, which we had plenty of questions about.
Some of this content may seem dated… but with the possibility of a second lock-down looming, and the increasing popularity of remote work, the WFH advice remains as relevant as ever.
Connect with Carly - https://www.linkedin.com/in/themarketingrecruiter/
01:04 - 3 tips to be productive while WFH | 09:30 - Death of the office? | 12:35 - Feeling socially isolated | 15:05 - Video with a good user experience
TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big names in the financial industry. We also chat about the transformation of high street banking and what's important for the customers of today, which from Howard is really interesting - as he has always had a boots on the ground perspective when it comes to customer service.
Howard's site - https://www.spotlight.com/2934-1274-1289
01:58 Howard's story | 06:43 The changes in banking over the years | 08:42 Has the transformation of the high street influenced banking? | 09:37 Banks revolving the local community | 11:05 Multi-skilled bank employees | 13:32 What's important to the customer of today? | 14:41 Advice to decision makers | 17:27 Banks using spaces for events | 18:55 Banks are now more than just a financial service | 21:07 What's next for Howard
Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how Linking kids is helping children make proactive change for local communities at the root cause. Achieved through education, connection and empowerment of young people globally.
www.linkingkids.org
Email - info@linkingkids.org
Instagram - @linking_kids
00:34 - Introductions to Linking Kids | 03:24 - What does a Linking Kids Project look like? | 04:51 - How are children the future | 10:54 - The problem with mainstream charities | 12:35 - Benefits of a linking kids project & CISV | 15:29 - Virtual projects | 17:06 - Who can Linking kids help? | 18:47 - How a project would go from start to finish | 19:52 - What are the take-aways from a Linking Kids project?
Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformation in healthcare and introduction of widespread telemedicine as a result of COVID-19.
https://www.chipcard-salud.es/publica-web/index_es.htm
01:04 - Introductions | 02:29 - Chipcard Salud's mission | 03:30 - Being a CEO during COVID | 08:36 - How has COVID changed business? | 12:48 - Digital transformation in healthcare | 15:18 - Increase in healthcare activity post-COVID | 18:12 - How to better control the new flow of patients | 23:10 - Advice for other healthcare leaders
CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to better understand, and innovate throughout the patients journey.
Cinde's Website - https://medicaldraincarrier.com/
Cinde's Linkedin - https://www.linkedin.com/in/cdolphin/
00:34 - Introduction to Cinde Dolphin and her story | 03:13 - How Cinde's experience affected her patient-centric view | 06:50 - The patient is the innovator | 07:57 - How the corona virus might effect healthcare innovation | 10:06 - Healthcare innovation is changing globally | 11:59 - How the hospital waiting rooms are now a thing of the past | 13:50 - Small businesses and small innovations, large benefits | 16:35 - What healthcare leaders need to hear right now
On todays episode, we have the Richard Hadden - the author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience.
Richards Linkedin - https://www.linkedin.com/in/richardhadden/
Contented Cows partners and webinars - https://contentedcows.com/
00:35 Introductions & Simons hair trouble | 03:06 Engaged employees produce better results | 07:05 Digital challenger banks don't create the same experience | 09:57 Creating great customer experiences in the air | 13:12 Paying attention to employee engagement | 16:39 Why is a mission statement so important? | 18:52 Getting customer experience wrong | 21:05 helping employees see the impact of their work. | 24:49 Changes to employee and customer engagement in future
An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann (www.bla.london). We also chat about what organisations are doing for the good of society, during COVID-19.
If you like this episode, go to www.acftechnologies.com/podcast and subscribe, to have input into future episodes and get notifications.
Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19.
If you enjoy this episode, don’t to forget to subscribe to our mailing list and become a CX insider where you will receive all the valuable CX related content, and have the opportunity to give input into future episodes. Check out www.acftechnologies.com/podcast.
In this episode, we talk with one of the most creative people in business, Charlene Li about digital transformation and disruption as a result of the COVID-19 pandemic. We also talk about the implications on customer experience, and how to drive disruption in your industry or organisation as a leader. Over the next few weeks we are also launching a premium subscription called CX Insider, With all the best industry news and CX content so stay tuned to hear about how to get free access.
Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and joining a fitness community online.
In this episode we talk about how retail can continue to make sales and deliver a good customer experience using technological innovation, during the coronavirus pandemic.
In this episode, Adam Greg and myself deconstruct the traditional test drive process, and begin discussing how it could be optimised to maximise sales, with the modern day customer.
In this special episode, Louis and Greg talk about their experiences on placement, and outline the benefits of working with a small and agile organisation.
In this episode, the team discuss how telecom could improve their retail experience with effective customer flow management, and experiential store transformation.
Greg, Adam and Louis discuss how banks can approach large queues in their branches using efficient communications, and experience personalisation.
Louis, Simon and Dominic Hirsch discuss future trends in banking, and the growth of the more human experience in branch.
In this episode Greg and Louis discuss some good, and bad experiences they have had at their gyms, and have some ideas about how they could be improved.
Greg, Lee and Louis discuss the automotive industry and its past, present and future customer experience strategy.
In this episode, we discuss how organisations are optimising their retail experience with the proper use of technology, and with in-store experiential events.
In this episode, Greg, Simon, Adam and Louis (plus our special guest Chewy) explore some good and bad experiences in retail and how can retailers can begin to solve these problems.
In the final episode in our retail banking mini-series - Greg, Simon, Adam and Louis talk about their experience at the market leading conference RBR Branch transformation 2019.
Episode 4 - Part 3 of our retail banking mini series. Today we discuss the rise of digital challenger banks, and the challenges and opportunities physical banks are experiencing in response to this.
Episode 3 - Part 2 of Retail banking mini series. In this episode Adam, Greg and Louis discuss current challenges surrounding the optimisation of multiple communication channels & improving a branches interaction management.
Episode 2 - Welcome back to CXC. In this episode we begin our mini-series surrounding Retail Banking and the industries current challenges. Featuring Greg, Adam and Louis, we talk about how events are being utilised to bring customers back to the branch.
Welcome to CXC, where we discuss hot topics, ideas and interesting developments in the customer experience management industry.
In our first episode - Greg, Simon, Lee and Andy explore the fundamentals surrounding appointment booking, and the implications of not considering your customers experience from an Omnichannel perspective.
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