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

Rebekah Panepinto is a consultant, public speaker & host of her own podcast ‘The Rebekah Panepinto Project’. In this episode, we dive into the importance of a personal brand, advice for generative AI integration, RFPs & much more. Where is artificial intelligence headed & how can it make YOUR job easier? Why are platforms like LinkedIn SO significant to creating trust & relationshi...

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 consistency that banks can learn from? Find out more in this episode! Connect with Michael -   https://www.linkedin.com/in/michael-heanue-92998813/ Conne...

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 & how department shrinks can effect companies for years to come. How important is the in-store experience in retail? When should you buy online, a...

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 education within the financial sector & the reasons this could create failure demand. We also discuss consumer duty & regulations that banks must...

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 experiences, the limitations this medicine receives from UK regulations as well as the future of the medication. Could your business thrive through only w...

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 world. Why does Chris recruit employees outside of the industry? What are the challenges to being an electric vehicle company in a petrol-led country? Fin...

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 created. Who owns our data? Find out more on this episode! Connect with Cormac -   https://www.linkedin.com/in/cormac-kelly-563aa31/ Become a CX Insider -  ...

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 magical beginnings into the world of customer experience, with tales that go back decades. He walks us through CX “moments of magic” as well as the po...

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 off the shelf products or self-build? Does the size of a supplier matter? In this episode all your questions will be answered! Check out ACF Technologie...

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 customer experience truly means and the impact it has on consumers. John has achieved incredible success at HSBC and now The Foundation, helping them inno...

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, generational clashes when working and the teenage years of Customer Experience. In this episode, we will go over the new age of the customer and the...

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 different industries we have had on the podcast, featuring insights from: Retail experts like Marc Montagne (Vacheron Constantin), Dominik Olejko (H&...

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 episode, we will look at the usage of chatbots and AI when handling retail, as well as the journey Ty has gone through with CX Collective and example...

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 future of Banking as well as the technology that should be implemented for the benefit of the customers.    Content Connect with Andy - https://www.linkedi...

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 recent trends, and why intimacy is crucial to the customer experience. Watch this space! For a premium podcasting experience, why not check out ou...

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 improvement and lean principles can be applied to the banking industry.  For a premium podcasting experience, why not check out our YouTube channel for...

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 within the healthcare industry, as well as exploring the importance of service design for improving the patient experience. For a premium podcasting expe...

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 unpack the neuroscience behind purchase decisions, explore why virtual reality is somewhat incompatible with the human race, and discuss how customer jou...

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, what it can mean for a customer's experience, and how you can apply these ideals to any business model as well as your personal life. For a premium podc...

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 phenomenon from the customer experience angle. How could the Vision Pro revolutionise customer relationships? What changes could it bring to both ban...

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 is one word. HYPERAUTOMATION. Listen in to discover what hyper-automation means, how to apply it to any business, and how it can evolve your own custo...

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 changing market. In this episode, she shows us. Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast Connect with Henriette - https://www.linkedin.c...

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 advantage of the future? In this episode, we find out. Greg and Marcell are joined by Napo Cornejo, Founder and Director of tech firm Geokapti, discussi...

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 ChatGPT and the Metaverse are no exceptions. In this episode, Dominik explores the risks and benefits of rising AI tools, and how they may shape retail in t...