Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇

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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.

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/

 

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Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19.

 

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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. 

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/

 

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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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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/

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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-... Become a CX Insider - https://www.linkedin.com/company/6882... 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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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. 

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

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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. 

For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?

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Connect with Annie - https://www.linkedin.com/in/annie-mam/

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Subscribe for more content from the UK's leading customer experience podcast -   

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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/

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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/

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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?

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Connect with Estrella - https://www.linkedin.com/in/estrellamoya/

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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/

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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

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Thank you to our sponsor - https://www.acftechnologies.com 

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/

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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/

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Thank you to our sponsor - https://www.acftechnologies.com 

    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

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

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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/

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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/