Customer Engagement Examples of Excellence

In this episode, we meet Mike Walker, Head of Marketing at RT7 Digital, a full-service specialist marketing agency for Amazon. Mike dives deep into Amazon’s game-changing approach to customer satisfaction and its role in shaping the company’s success as a marketplace. He explores the lessons other organisations can take from Amazon’s relentless focus on customer experience (CX) and how it has beco...

In this episode, our guest host Rachel Aldigheri is joined by Mums in Marketing's Founder, Claire Ferreira, to discuss the journey and impact of this unique community. Claire shares her personal story and what inspired her to establish Mums in Marketing. They delve into the nature of the community, describing the diverse backgrounds and experiences of its members. Claire reflects on the lessons le...

In this episode, we meet Lucie Child, Head of Strategy, Planning & Control for Customer Care at The Very Group. Lucie shares her diverse business experiences across various companies and how these have been highly beneficial in preparing her for her current role at The Very Group. She tells us about her passion for driving business change through deep customer understanding and market insight,...

In this latest episode, we talk to Georgia Aubrey, Co-Founder and Partnership Director at Lovetovisit, the Cardiff-based company that recently secured £3.2 million in VC funding to scale its platform for discovering and booking activities across the UK. Georgia shared how, along with co-founders Fred and Alice (her twin sister), they recognised that consumers are looking for ways to connect with "...

In this episode, our host Charlie Skinner, Customer Success Manager for UCL at Kerv Experience, talks with Ian Calkin, who has worked at UCL for over 23 years. They discuss UCL’s recent transformation journey with Kerv and the positive impact that this has had on engagement within the university.

In this latest episode of The Voice of Customer Experience, we talk to Jenny Gower, Head of Ticketing and Supporter Services for Premier League team Brighton & Hove Albion. Jenny has been with Brighton for 11 years and leads an enthusiastic and engaged team in a wide range of customer-facing activities that have a positive and lasting effect on the fan experience at the Amex Stadium and beyond...

In this episode, our host Sarah Woolley meets Atom Bank’s Emily Callander and Ben Evans.   Listen to discover Emily and Ben’s: • Top Customer Experience priorities when starting their transformation journey • Experience of implementing AI into their CX operation • Business outcomes that have improved significantly since transforming with Kerv and Genesys • Thoughts on AI and how it’s making waves...

In this latest episode of The Voice of Customer Experience, we talk to Colin Shaw, a trailblazer in the field of customer experience and marketing, a renowned keynote speaker, consultant, and author, and the founder and CEO of Beyond Philosophy LLC. Colin shares his thoughts on the apparent decline in enthusiasm for customer experience, noting that many executives are failing to see the return on...

In this episode of “The Voice of Customer Experience,” we meet Greg Reed, who is the Group CEO of Places for People (PfP). Greg tells us about the challenges of delivering a consistent and effective customer experience across five different customer groups and shares his vision for identifying the one element that could tie these businesses together to make PfP unique. He goes on to explain how Pf...

In this episode of “The Voice of Customer Experience”, we meet Kate Birtles, Customer Service Director at Biffa. Kate takes us inside the world of waste management and tell us what great customer experience means to both large and small business customers. She shares the importance of how all employees have a role to play in delivering great customer experience and the value that proactive communi...

In this episode of “The Voice of the Customer” podcast we meet James Dolling, Head of Customer Proposition at Arriva Rail London. James takes us behind the scenes of the London Overground service and how they have addressed many of the challenges facing mass transit in a large metropolis. James delves into the significance of localisation and how considering the diverse needs of specific communiti...

In this latest episode of “The Voice of Customer Experience we talk to Dan Gingiss a renowned customer experience keynote speaker and author and the founder of The Experience Maker. Dan tells us how a remarkable customer experience is a company’s biggest competitive advantage, but that two-thirds of consumers can’t remember when they had a good experience. He goes on to share the value of building...

In this episode of “The Voice of Customer Experience”, we meet Adrian Swinscoe, who has had a 25-year career in consulting, writing, speaking, workshops and advisory work in the areas of strategy, customer service/experience, customer insight, marketing and business development as well as being an author of the Punk series on CX and a very experienced and established podcaster in his own right. Ad...

In this episode we meet Sarah Williams Head of Customer Experience at Westminster Council. Overseeing a team of 200 colleague Sarah takes us on a journey to share their mission of consistently and professionally meeting the needs of Westminster residents by being ambitious, data led and customer centric. She tells us proudly that this means that they have also created an inclusive and employee foc...

In this episode of The Voice of Customer Experience we meet David Avrin who is a Customer Experience Keynote Speaker, Consultant, Author and Podcaster, among many other things, and an author of seven books including his latest, “Ridiculously Easy to Do Business With - A practical guide to giving customers what they want-how and when they want it” David shares some valuable nuggets with us and says...

In this episode we meet Matt Roberts, VP Customer Insight at Formula E. Matt shares the journey that Formula E have been on to significantly increase fan engagement and event attendance through the effective and timely use of relevant and valuable insight and data. He tells us that from a standing start in 2021 with relatively little data and insight they have grown their CRM fan database to over...

In this episode we meet Sabina Onwuka Head of Customer Services at the London Borough of Barking and Dagenham. In this warm and inspirational conversation, Sabina shares the importance of empowering and engaging employees in a way that enables them to deliver empathetic and positive outcomes for all of their residents. She introduces us to idea of amplifying “The Silent Voice of the Customer.” A g...

In this episode we meet Nick King Insight Director at AutoTrader.  In this interesting and insightful discussion, Nick takes us on a journey thorough the fast-moving world of car buying and selling and tells us how data and insight has dramatically redrawn that landscape. He shares that much of the initial activity is carried out online due to the vast amount of data available meaning that consume...

In this episode we meet Jerry Angrave from Empathyce and Vinay Parmar of Dhruva Star, two highly qualified CX professionals with extensive experience in travel and transportation. In this fast paced and broad ranging discussion, we look at the challenges faced by many segments of the travel industry, and the impacts on the passengers and customers when things don’t go to plan. Jerry and Vinay disc...

In this episode we meet Alex Williams , Head of Contact Centre at UK Power Networks, a distribution network operator for electricity covering Southeast England. In this wide ranging and informative discussion, Alex discussed the importance of supplying and maintaining power to over 25 million people and the challenges that arise when that supply is threatened. He told us how UK Power Networks has...

Transformation doesn’t always have to be revolution and while big bang revolution is often perceived as the exciting, results generating differentiator, in an industry that hasn’t always been known for innovation and transformative change, evolution plays a huge part. In this chat Rebecca will take us through how AXA Health are embedding a customer centric culture, empowering colleagues to listen...

In today’s episode our Guest Host Gerry is joined by Lawrence Heath, founding partner and lead CX strategist at Untangld. In this wide ranging and informative discussion, we look at the often undervalued and overlooked, but vitally important, soft skills, that are key complements to technical and operational elements of delivering great Customer Experience.

In this episode we meet Nicola Collister and Simon Norrie, co-founders of Custerian, an innovative and well established People Change Agency. In this fast paced and broad ranging discussion, we look at how by focusing on customer outcomes, and co-creating financially and technologically sound business cases, they have helped a range of business achieve their business goals. We discuss the role of...

In this episode our Guest Host Gerry Brown is joined by Genesys experts Zaheer Gilani, Director Strategy and Consulting and Kashaf Chaudhry, Director Strategic Accounts UKI. Throughout the podcast, we discuss three main topics: The significance of cloud for CX The role of AI in CX The future role of humans in CX

In our latest podcast episode, industry experts Martin, Paul, Jim, and Steven Miller shared insights into Benenden Health's groundbreaking journey towards operational excellence in their customer contact centre. Through collaboration with Sabio and Genesys, Benenden Health has not only addressed operational challenges but also prioritised the wellbeing and support of their workforce, marking a...