Keeping CX at heart of your business model

Simon Bumfrey, Head of Technology & Life Sciences at HSBC Innovation Banking, joins Emma Carroll, Source's Head of Content, on the latest episode of our Business Leader's Voice podcast.   In this episode, we talk to Simon about creating strong, authentic, and honest relationships that help you deliver for your clients at pace. He also shares his first-hand experience of supporting his customers and workforce through the Silicon Valley Bank crisis.   We discuss the following issues and more:   How a great CX means speaking the same language as your clients, having a deep knowledge of their sector, and being accessible.  Having challenging conversations, especially when things go wrong. Clients want a fast, honest, and authentic response.  Simon's first-hand experience of handling CX during the Silicon Valley Bank crisis, including communicating openly when you don't have all the information and demonstrating empathy and transparency.   The role of AI in customer experience, and where humans will remain crucial.  The impact of a strong regulatory environment on CX. And how to say "no" while still delivering a great CX.  The importance of consultants turning down a project when it's not their area of expertise.   How trust is crucial when a business is looking for a consulting firm to help them deliver on their AI ambitions.   If you enjoyed this conversation, don't miss our sister podcast, The Future of the Firm. In our latest episode, we discuss what clients are looking for from a restructuring firm and where the current hotspots are in the market.