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

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

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Released:

Apr 21, 2023

Format:

Podcast episode

Released:

Apr 21, 2023

Format:

Podcast episode

Titles in the series (100)

The customer experience insights you wish you knew sooner. A podcast interviewing customer experience leaders and experts who share industry ideas. Sponsored by ACF Technologies

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The placement experience at ACF Technologies: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
20 min listen
Introduction - Omnichannel Appointment Booking Fundamentals: 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 implicati... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
46 min listen
CX in automotive - the start of something new?: Greg, Lee and Louis discuss the automotive industry and its past, present and future customer experience strategy. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
15 min listen
How can retail maintain a good customer experience remotely?: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
16 min listen
Retail Banking Challenges part 2 - Optimising Multiple Channels: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
20 min listen
Optimising the retail experience: In this episode, we discuss how organisations are optimising their retail experience with the proper use of technology, and with in-store experiential events. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
17 min listen
ACF Exclusive: Delivery of UK's COVID-19 Booking System: Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operat... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
25 min listen
How can banks tackle large queues?: Greg, Adam and Louis discuss how banks can approach large queues in their branches using efficient communications, and experience personalisation. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
22 min listen
Is the retail experience changing?: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
18 min listen
Can gyms & leisure centres improve their CX strategy?: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
10 min listen
Retail Banking Challenges part 3 - Digital vs Physical Banks: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
18 min listen
Customer Habits and Banking Biases, With Andrei Calin: BCR, the second-largest bank in Romania, is striving to optimise customer experience in a post-COVID era - when many customers are returning to physical services over the convenience of digital. Andrei Calin, Head of BCR's Customer Experience, discusses ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
44 min listen
Damien Davis on mental health and working remote: We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their em... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
26 min listen
WFH - Charlene Li on Disruptive Leadership: 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 disrupt... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
24 min listen
Retail Banking Challenges - Can Events Save the Branch from Dying: 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.... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
26 min listen
How can the test drive experience be improved?: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
9 min listen
Karen Clinkard on employAGILITY and using data to improve CX: An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard. 01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - Ho... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
37 min listen
Branch transformation part 3 Q&A (RBR BT20) by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
22 min listen
Retail banking trends with RBR MD Dominic Hirsch: Louis, Simon and Dominic Hirsch discuss future trends in banking, and the growth of the more human experience in branch. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
29 min listen
The 3 Pillars of Effective Customer Experience, With Ján Uriga: Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer. Without these, no business strategy can deliver CX excellence. Valentina and Greg ask Jan to elaborate on the inte... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
29 min listen
Linking Kids for a better future: Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how Linking kids is helping children make proactive change for local communities at the root cause. Achieved ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
23 min listen
Richard Hadden on how employee engagement influences your profits: On todays episode, we have the Richard Hadden - the author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience. Richards Linkedin - https://www.linkedi... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
29 min listen
How can telecoms optimise the retail experience?: In this episode, the team discuss how telecom could improve their retail experience with effective customer flow management, and experiential store transformation. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
18 min listen
Retail Banking Challenges part 4 - RBR Branch Transformation 2019: 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. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
10 min listen
WFH - Alex & Liza on CSR, Sustainability and the new high street: An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann (www.bla.london). We also chat about what organisations are doing for the good ... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
26 min listen
How Video Consultations Enhance Customer Experience, With Stuart Fearn: Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connec... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
15 min listen
Why Planning to Fail Really Means Planning to Win, With Katie Stabler: Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed. Greg speaks to Katie about the adoption of CX in the not-for-profit sector, and Valentina talks about her unfortu... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
37 min listen
CEO Javier Perdices on healthcare digital transformation [Es]: Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformation in healthcare and introduction of widespread telemedicine as a result of COVID-19. https://www.chip... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
24 min listen
How to Apply Storytelling in User Experience, With Chris Ashby: Chris Ashby is a founder of a UX agency called We Are Heroes that offers a unique approach to designing user experience. Chris loves stories, he is a Sci-Fi enthusiast who looks at life through the lens of archetypal journeys, hence the name We are heroe... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
29 min listen
An Introduction to AI in Customer Feedback (Part 1): Valentina, Greg and Chhavi Singh discuss various methodologies of collecting and analysing customer feedback data. We also speak about the current technological advancements creating actionable insights to improve your customer experience strategy. For m... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
35 min listen

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

Skip carousel

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
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
Emotion Design for Blended Experiences, With Yasmin Borain: 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 st... by CX Insider - Customer experience leaders sharing insights and ideas for customer service success
29 min listen

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Titles in the series (100)

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