Retail Banking Challenges part 4 - RBR Branch Transformation 2019 | CX Insider - Customer experience leaders sharing insights and ideas for customer service success Podcast

Transforming Brand Experience in Banks & Building Societies w/ Martin Shires, Michael Heanue & Greg Copley (Glory, M Worldwide, ACF Technologies): 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 con... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

48 min listen

Retail Restructuring & Rise of Entrepreneurship - w/ Sham Aziz (Thecxway): 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 ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

38 min listen

Innovating Customer Communication in the Financial Sector - w/ Andrew Stevens (Quadient): 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 edu... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

31 min listen

Patient Experiences & Future Regulations in the C*nnabis Industry – w/ Simon Erridge (CuraLeaf): 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 expe... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

37 min listen

EV Innovations and the Merge of Physical & Digital CX - w/ Chris Warwick (Electromin): 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 worl... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

32 min listen

Ownership of Data & AI Evolutions in Surveys – w/ Kelly Cormac (SurveyMonkey) #105: 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 create... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

27 min listen

Crafting Moments of CX Magic - w/ Shep Hyken: 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 ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

29 min listen

How to Deliver Large-scale Technology Projects - w/ Simon Ronald & Laurence Leach (ACF Technologies): 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 of... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

38 min listen

Perfecting the Human Experience in a World of AI - w/ John Sills (The Foundation): 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 cust... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

48 min listen

Age of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco Collective): 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... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

42 min listen

100th Episode Special - The Best Moments: 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 dif... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

33 min listen

Preparing Customer Service for the Holiday Season - w/ Ty Givens (CX Collective): 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... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

41 min listen

Open Banking: The Shared Branch Model of the Future - w/ Andy Willmot (OneBanx): 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 futur... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

30 min listen

Luxury Watches and the Rise of eCommerce - w/ Marc Montagne (Vacheron Constantin): 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 CX Insider - Customer experience leaders sharing insights and ideas for customer service success

35 min listen

How Lean Six Sigma Enhances the Banking Experience – w/ Annie Mamigonians: 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 i... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

32 min listen

Why is Patient Experience Overlooked in Healthcare – w/ Katie Bowden (NEXA): 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 wit... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

34 min listen

Why Human Behaviour is VR’s Biggest Enemy - w/ Dr Clare Mutzenich (7th Sense Research): 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 unp... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

44 min listen

The Sustainable Banking Dilemma - w/ Estrella Moya (Triodos): 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, wh... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

18 min listen

Will Apple Vision Pro Reimagine the Customer Experience? | CXI Exclusive: 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... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

32 min listen

Andreas Schmelzer (Porsche Holding): Hyper-Automation, the Next CX Boom?: 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 ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

30 min listen

Henriette Paus (DNB): How Norwegian Banks Are Breaking New Ground: 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 changi... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

30 min listen

Napo Cornejo (Geokapti): CX in the World of Quantum Computing: 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 ad... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

28 min listen

Dominik Olejko (H&M): ChatGPT and the Retail Revolution: 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 ChatGP... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

34 min listen

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1 min listen

Ubong Nkanta: Is Your CX Strategy Mature Enough?: 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 unde... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

29 min listen

Tom Darnell (IRIS): Audio Quality - An Overlooked Piece of the CX Puzzle: 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,... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

26 min listen

The Reality Behind Brand Loyalty, with Ed Deason: 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 ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

28 min listen

On Diversity, Transparency and Inclusion, with Donata Peksa: 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... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

28 min listen

Why Financial Literacy is the Key to Customer Retention, with Monika Hruba: 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... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

29 min listen

How Neuroscience Can Transform Customer Journeys, with Duncan Thomas: 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,... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success

33 min listen

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Retail Banking Challenges part 4 - RBR Branch Transformation 2019

Retail Banking Challenges part 4 - RBR Branch Transformation 2019

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