Customer Engagement Examples of Excellence

Join us for an inspiring recording from our recent Engage Customer Summit, featuring Martin Villanueva's, Global Customer Engagement Lead at IKEA, lively insights on transforming brand loyalty into genuine trust. In this episode, Martin shares personal stories and expert guidance on creating deeper emotional connections with customers, explores the evolving role of technology and Emotion AI, a...

In this episode, recorded live at our recent Engage Customer Summit, Sarah Mitton (Head of Customer Engagement at Sovereign Network Group) and Adam Mills (Head of Insight, Loyalty and Strategy at The Wine Society) explore what it takes to build meaningful customer relationships across generations. From balancing digital and face-to-face engagement to redefining loyalty as a sense of belonging, the...

Join Jo Kirkham, Vice President of Fan Experience at Liverpool FC, as she lifts the lid on what it really takes to run a world‑class contact centre for one of the world’s most passionate fanbases. This episode is a recording from our recent Customer Engagement Summit, where Jo shares candid stories, human moments and practical lessons on balancing fan expectations, emotional peaks in demand and op...

In this episode of Customer Engagement – Examples ofExcellence   it was a delight to welcome Teresa Restucci, Head of Customer Experience Customer Care - British Airways. Teresa began by telling us that her interest in data and analytics led to her first opportunity at BA that has served her well in her increasingly responsible roles within BA customer service operation. She shared insights into t...

In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Bill Kalyan, VP Business Services at Deutsche Bank. Bill began by sharing his extensive and diverse journey in customer service with leading retail and financial services organisations and how that has been so instrumental in his approach to his current role with Deutsche Bank. He took us through the evolut...

In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Tracy Kellaway, Executive Director of Consumer Care Operations at the Estée Lauder Companies. Tracy began by sharing her extensive and diverse journey in customer service with leading retail, financial services and utility brands and how that has been so instrumental in her empathetic approach to her role w...

Global CX AI Lead at Zoom, Laura Ball, joins host Martin Hill‑Wilson to explore how organisations can use AI to remove friction from customer journeys rather than simply layering new technology on top of old problems. They discuss the loyalty “gap”, lessons from the first wave of omnichannel, what good human‑AI partnership looks like in the contact centre, and the skills, governance and mindset ne...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Jason Bloomfield who is Global Head of People Change & TA Transformation at Ericsson. Jason shares his diverse business and strategy experiences in various global roles and the increasingly important role that AI is playing where HR meets IT and the benefits that this drives for both customers and colleagues. We spoke a...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Leigh-Anne Gray who is Senior specialist complaints manager at Vanquis Bank Leigh-Anne shares her diverse business experiences in various roles in the financial sector and especially how complaint handling has evolved over the years. She tells us about the importance of creating an environment where colleagues are encourage...

In this episode of “Customer Engagement – Examples ofExcellence”, we meet Hannah Ratcliff-Barnes who is Social Media Lead at HSBC. Hannah shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at HSBC. She tells us about the importance of making social media acore element of the HSBC contact Cen...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Stephen Akadiri, SEO & Organic Growth Strategist. This episode takes a fresh look at Customer Lifetime Value, moving beyond a simple financial metric to a framework for relationships, loyalty, and advocacy. Key discussion points include: Breaking barriers to measurement : common pitfalls and how to combine qualitative a...

In this episode of the Engage Customer Examples of Excellence Podcast , host Will Lusted, Senior Account Manager at Kerv, sits down with Mike Tamblin, Front Office Manager at Guardian Financial Services.   With 17 years’ experience in financial services, Mike shares first-hand insights into Guardian’s transformation journey.   Discover how they’ve reimagined customer engagement, the challenges the...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Kelly Shippen who is Head of Customer Operations at Leeds Building Society Kelly shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at Leeds Building Society. She tells us about her passion for Diversity, Equity, Incl...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Ben Briggs from Join the Dots, part of Salocin Group and Tom Ridges from Herdify where they share how real-world influence and word of mouth delivered to real-life communities are increasingly valuable and cost-effective routes to new customers. This approach combines data led, media campaign strategy with innovative AI tec...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Mark Rohan Co-Founder and COO of Klearcom, developers of the leading customer call path testing platform supporting IVR and Conversational AI deployments. Mark shares how having co-founded Klearcom in 2018, he believes in making every conversation count and leading Klearcom’s mission to improve customer experience one conve...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Zoë Merchant Founder and Managing Director of Bright, an award-winning B2B marketing consultancy on a mission to make marketing more effective through agility and experimentation. Since 2013, she’s helped major B2B brands ditch static strategies and embrace agile ways of working that deliver results faster, smarter, and mor...

In this episode of “Customer Engagement – Examples of Excellence”, we meet James Bulley Co-Founder and CEO of Trivandi an organisation that transforms ambitious visions into unforgettable experiences for major events, venues, destinations and sports organisations. James shares how he founded Trivandi in 2013, from the success of the London 2012 Games, with the goal of bringing together the right e...

Curious about artificial intelligence but don’t speak “tech”? Join renowned CX leaders Brian Manusama and Martin Hill-Wilson as they break down AI in clear, relatable language for business professionals, customer experience teams, and anyone eager to understand AI’s real-world impact-no coding required. Drawing on decades of industry expertise, Brian and Martin tackle the essentials: how AI works,...

In this episode of the Engage Customer Podcast , host Martin Hill-Wilson sits down with Lee Fairhurst, RVP Sales at Zendesk, and Brad Matthews, Customer Service Operations Manager at Cotswold Outdoor Group, to explore how AI is transforming the customer experience landscape.   Drawing on insights from 2025 UK CX Trends Report , the conversation dives into the real-world impact of AI assistants, th...

In this episode, dive deep into Greene King's remarkable digital transformation journey with Treasure Data’s Customer Data Platform (CDP). Ben Scott, Digital Product Manager at Greene King, sits down with Ashwin Basu, Account Director from Treasure Data to discuss Greene King's digital transformation journey during the pandemic. He shares the compelling story of how Greene King, a leading...

In our latest episode we meet Kieran Maguire, Football Finance Lecturer, Award winning Author and “Price of Football” Podcast Presenter. Kieran shares how he has engaged with the often-opaque world of football finance as a way to help his students have a better understand of economics in a real-world scenario. We get his thoughts on how the Premier League (PL) era has brought significant improveme...

In our latest episode, we meet Elizabeth Stokoe, author, leading expert on conversational analysis, and Professor and Academic Director of Impact at the London School of Economics and Political Science (LSE), UK. Liz shares her considerable experience in analysing conversations in real interactions, the importance of understanding that every word matters, and the subtle differences that each word...

With AI moving so fast, it is important councils are investing in the right tools for their agents. Our latest podcast episode takes a closer look at how artificial intelligence is being used to improve the way local government works. Host Stacey O’Donnell, Customer Success Manager at Kerv chats with Kiran Lehal, Customer Delivery Manager at Walsall Council about their journey towards digital tran...

In this episode of “Customer Engagement – Examples of Excellence”, we meet Neil Gregory, People and Service Director at Naked Wines, whose background as a tennis coach helping others to be their best, has prepared him well for his current role Neil shares his passion for developing a strong team culture based on key habits that bring out the best in his team to build strong personal relationships...

In this episode we meet John Leighton, EasyJet's Customer Service Director, who has had a varied and impressive career in the travel, hospitality, and retail sectors. John shares his thoughts on the changes he has seen over his 22-year career and the key role that AI, relevant customer data, and other technologies have played in this evolution. He tells us that while the airport journey is made up...