Ben Neo
Zoom in on CX
Elevate Your CX Strategy. One Episode at a Time. Stay ahead of the curve with "Zoom in on CX." In a world where customer expectations are constantly evolving, staying informed shouldn't feel like a full-time job. The Zoom in on CX podcast will bring you the latest industry trends, and actionable insights for you to take away and incorporate in to your organisations.
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Keep the Human in the Loop: Building Customer Trust in the Age of AI 02.07.2026 20:33
Zoom's Ben Neo joins Leigh Hopwood, CEO of the CCMA, to explore why trust is the ultimate CX differentiator. Drawing on fresh CCMA research, they unpack how AI maturity, purposeful friction, and human connection shape customer confidence and what contact centres can do to build it.
Stop Fixing, Start Building: The CX Philosophy Shift 02.07.2026 15:38
Most organisations are stuck in a loop. Find the problem, fix the problem, repeat. But fixing problems only keeps you static. Katie Stabler, founder of Cultivate and author of CXism, joins Ben Neo to challenge how businesses think about customer experience. Why CX leaders keep losing the ROI battle, why NPS might not be the right measure, and why in an AI-dominated world, the human element has nev...
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