CX Insider - Customer experience leaders sharing insights and ideas for customer service success

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. ⏱️ Timestamps 00:00 – 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!   Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  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.

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. Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  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/  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/ Check out our website - https://cxinsider.com/   Thank you to our sponsor! - https://www.acftechnologies.com/

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   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/

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    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/  

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/  Check out our website - https://cxinsider.com/ 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? Join us on LinkedIn - https://www.linkedin.com/company/cx-i... Connect with Annie - https://www.linkedin.com/in/annie-mam/ Find all things CXI here - https://cxinsider.com/ Subscribe for more content from the UK's leading customer experience podcast -     / @cxinsiderpodcast   Huge thank you to our sponsor! https://www.acftechnologies.com/

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/  Check out our website - https://cxinsider.com/ Thank you to our sponsor - https://www.acftechnologies.com 

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/  Check out our website - https://cxinsider.com/ Thank you to our sponsor - https://www.acftechnologies.com 

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/  Check out our website - https://cxinsider.com/ Thank you to our sponsor - https://www.acftechnologies.com 

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: Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast 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 

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

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/ 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/ 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   

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/  Check out our website - https://cxinsider.com/ Thank you to our sponsor - https://www.acftechnologies.com