All Episodes
CX Insider - Customer experience leaders sharing insights and ideas for customer service success — 137 episodes
“If AI Replaces Humans, We’re Doing It Wrong”/w Jhon Finch
"inside luxury fashion CX"- W Maud Lagarde (Louis Vuitton)
"by 2030 banking will be proactive"-W/Monika Kashyap (HSBC) EP132
"creating impact in what you build"- W/Abdul Khaled (E.ON Next) #133
Brand activation using innovation centres W/ Ian Toal (Oscar Mayer)
"a placement students' bible" - W / Elysia Filaitis (CX Insider Podcast
"don't wait for things to break" - W / Zertashia Awan (Amazon) #131
"managing data in the age of AI" - W / Janet Xinyi Guo (Lloyds Banking Group) #130
"track, assess, & classify risks" - W / Keir Henderson (Precisely) #129
"Accelerate, Change, or Lose" - W / Colt Whittall (Bravo17) #128
"Learn, Relearn & Unlearn" - W / Sam Grogan (Loughborough University) #127
"Your Customers Expect More" - W / Andrew Carothers (Cisco) #126
AI Is Disrupting The Legal Industry - W / Alex Karim (Microsoft) #125
Entrepreneurialism: Making Success Happen - Ajmal Mushtaq (Boss Pizza) #124
The CX Insider Christmas Special #123
Are Customer Surveys Dead? - W / Sharad Khandelwal (SentiSum) #122
The Future Of Optical Retail With Personalisation - W / Mohamed Elsalam (Magrabi) #121
Black Hawks To Banking - w / Ronelle Arbib from Recognise Bank
Securing Time And Trust With Customer Experience - w / Monique Theile from Chrono24 | #119
The Future of Automotive Cockpits and Global Design Innovation - w / Gianluca Brugnoli | #118
Challenges of Employee Retention and Finding Your Product Market Fit
Inside The Rebirth Of Bury FC
Fan Ownership: The Future of Football Clubs? - w/ Andrew Madaras (Dunstable Town FC)
Empowering Sales Teams with Predictive Analytics - w/ Michael Theodore (Scalr)
Sentiment Analysis & Debunking AI Myths in Sales - w/ Joel Passen (Sturdy.AI)
Trust Building in Sales & Generative AI Evolutions - w/ Rebekah Panepinto
Transforming Brand Experience in Banks & Building Societies w/ Martin Shires, Michael Heanue & Greg Copley (Glory, M Worldwide, ACF Technologies)
Retail Restructuring & Rise of Entrepreneurship - w/ Sham Aziz (Thecxway)
Innovating Customer Communication in the Financial Sector - w/ Andrew Stevens (Quadient)
Patient Experiences & Future Regulations in the C*nnabis Industry – w/ Simon Erridge (CuraLeaf)
EV Innovations and the Merge of Physical & Digital CX - w/ Chris Warwick (Electromin)
Ownership of Data & AI Evolutions in Surveys – w/ Kelly Cormac (SurveyMonkey)
Crafting Moments of CX Magic - w/ Shep Hyken
How to Deliver Large-scale Technology Projects - w/ Simon Ronald & Laurence Leach (ACF Technologies)
Perfecting the Human Experience in a World of AI - w/ John Sills (The Foundation)
Age of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco)
100th Episode Special - The Best Moments
Preparing Customer Service for the Holiday Season - w/ Ty Givens (CX Collective)
Open Banking: The Shared Branch Model of the Future - w/ Andy Willmot (OneBanx)
Luxury Watches and the Rise of eCommerce - w/ Marc Montagne (Vacheron Constantin)
How Lean Six Sigma Enhances the Banking Experience – w/ Annie Mamigonians
Why is Patient Experience Overlooked in Healthcare – w/ Katie Bowden (NEXA)
Why Human Behaviour is VR’s Biggest Enemy - w/ Dr Clare Mutzenich (7th Sense Research)
The Sustainable Banking Dilemma - w/ Estrella Moya (Triodos)
Will Apple Vision Pro Reimagine the Customer Experience? | CXI Exclusive
Andreas Schmelzer (Porsche Holding): Hyper-Automation, the Next CX Boom?
Henriette Paus (DNB): How Norwegian Banks Are Breaking New Ground
Napo Cornejo (Geokapti): CX in the World of Quantum Computing
Dominik Olejko (H&M): ChatGPT and the Retail Revolution
Trailer
Ubong Nkanta: Is Your CX Strategy Mature Enough?
Tom Darnell (IRIS): Audio Quality - An Overlooked Piece of the CX Puzzle
The Reality Behind Brand Loyalty, with Ed Deason
On Diversity, Transparency and Inclusion, with Donata Peksa
Why Financial Literacy is the Key to Customer Retention, with Monika Hruba
How Neuroscience Can Transform Customer Journeys, with Duncan Thomas
Emotion Design for Blended Experiences, With Yasmin Borain
Trust and Loyalty in a Cost-of-Living Crisis, With Piers Watson
Customer Habits and Banking Biases, With Andrei Calin
Secrets to a Sustainable Life and Brand, With Lysa Hardy
Driving Culture Change in Banking Through VoC, With Mona Ibrahim
Business and the True Metaverse, With Benoit Soucaret
IoT and the Future of Banking, With Jorge and Javier
The Formula for Great Customer Service, With Sham Aziz
Reaching Net Zero in the Construction Industry, With Mats Bredborg
Why People Talk About Embedded Finance, With Spiros Margaris
How to Deliver Omnichannel Experience in the Car Industry, Aymen Ismail
The Power of Words, With Harry Ashbridge
How Do Public Sector Workers Perceive AI? With Dr Stephen Jeffares
How to Lead in Times of Crisis, With Meridith Elliott Powell
How Is VR Transforming Patient Experience? With Denise Silber
The Impact of Conversational AI on CX & the Workforce Crisis, With Rob Carpenter
Uncovering CX Challenges in the Automotive Industry, With Daniel Haas
What Is the Future of Patient Experience? With Maneesh Juneja
How to Apply Storytelling in User Experience, With Chris Ashby
How to Achieve Customer Experience Excellence in 7 Steps, With Crystal D’Cunha
How Can Traditional Banks Compete With Digital Challengers? With Bruno Pešec
Insider View: The Future of Retail Banking | Branch Transformation 2021, RBR
How to Build Customer Loyalty, With Paula Thomas
How to Create an Inclusive Corporate Culture, With Stuart Anderson
What Makes a Great Female Leader, With Allison Hartsoe
How to Connect With Consumers Who Defy Categorization, With Michael Solomon
How to Build Customer Trust, With Sergio Feo
How Do Vision & Mission Statements Play the Lead Role in CX Delivery? With Jose Herrera
How Are Millennials Setting the New Standard for Customer Experience? With Dan Gingiss
How to Scale Your Customer Experience, With Ben Segal
Has Customer Obsession Gone Too Far? With Steve Anderson
50th Episode Special
How Video Consultations Enhance Customer Experience, With Stuart Fearn
You Can't Make This Sh*p Up, With Paul Rutter
Who Comes First, the Employee or the Customer? With Salman Sharif
Stop Asking Your Customers to Call You, With Brian Kale
Evaluating CX: Mystery Shopping or Crowdsourcing? With Antonio Maiorano
Customer-Centricity in the Property Sector, With John King
Why Planning to Fail Really Means Planning to Win, With Katie Stabler
The 3 Pillars of Effective Customer Experience, With Ján Uriga
Breaking Down Misconceptions About Customer Experience With Gustavo Imhof
The Vaccine Passport Dilemma
An Introduction to AI in Customer Feedback (Part 2)
An Introduction to AI in Customer Feedback (Part 1)
How to Personalise the In-Store Experience, with Richard Kelly
Applying behavioural science to understand shopper habits, with Iona Carter
ACF Exclusive: Delivery of UK's COVID-19 Booking System
Neuromarketing: the new way to enhance customer experience, with Terry Wu
Using retail events to save the high street, with Jason Sit
Damien Davis on mental health and working remote
Branch transformation part 3 Q&A (RBR BT20)
The next gen banking experience part 2 (RBR BT20)
The next-gen branch experience part 1 (RBR BT20)
Karen Clinkard on employAGILITY and using data to improve CX
Can retailers reconnect with their customers?
The future of retail
Carly Lake on getting results when working remote
Howard Brown on the new retail banking experience
Linking Kids for a better future
CEO Javier Perdices on healthcare digital transformation [Es]
CEO Cinde Dolphin on patient centricity
Richard Hadden on how employee engagement influences your profits
WFH - Alex & Liza on CSR, Sustainability and the new high street
WFH - Stuart Fearn on optimising your branch network during COVID-19
WFH - Charlene Li on Disruptive Leadership
WFH - Staying healthy at home with Jess Rieger
How can retail maintain a good customer experience remotely?
How can the test drive experience be improved?
The placement experience at ACF Technologies
How can telecoms optimise the retail experience?
How can banks tackle large queues?
Retail banking trends with RBR MD Dominic Hirsch
Can gyms & leisure centres improve their CX strategy?
CX in automotive - the start of something new?
Optimising the retail experience
Is the retail experience changing?
Retail Banking Challenges part 4 - RBR Branch Transformation 2019
Retail Banking Challenges part 3 - Digital vs Physical Banks
Retail Banking Challenges part 2 - Optimising Multiple Channels
Retail Banking Challenges - Can Events Save the Branch from Dying
Introduction - Omnichannel Appointment Booking Fundamentals