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

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 understanding and maturity of CX. Ubong Nkanta, Global Head of Customer Experience Governance for one of Nigeria's top 4 leading banks, shares his insight...

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, IRIS Audio Technologies' COO, Tom Darnell, walks us through some ear-opening findings about the role and impacts of audio quality on the customer and...

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 launch of the coffee subscription service in 2020. In this episode, we explore the similarities and differences between those brands, what makes custo...

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 the lens of transparency and CSR. We also touch on other key topics including sustainability and the cost-of-living crisis, linking each point back t...

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 branches, how they educate customers in financial literacy, and why this practice is highly valuable. Featuring Monika Hruba, Česká spořitelna's Chie...

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, how biases inform customer purchases, and why behavioural segmentation is superior. Connect with Duncan - https://www.linkedin.com/in/duncan456/ Beco...

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 studying human behaviour to build blended customer experiences and shape the future of retail. Join us in the final episode of 2022, as Adam and Valenti...

In a time of economic recession, customers are becoming more price-sensitive and wary of their relationships with brands. This creates a formidable challenge for companies seeking to maintain trust and loyalty with their customers, especially in the insurance industry. Hear Piers Watson, Head of Customer Experience at NFU Mutual, discuss how this hurdle can be overcome, with unmissable perspective...

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 this shift and explores why researching consumer psychology could be the key to mastering CX in banking.   Connect with Andrei - https://www.linke...

Lysa Hardy is not only the Chief Marketing Officer and Managing Director of Hotel Chocolat, the British luxury chocolatier, but she's also a Non-Executive Director for a property investment company, and the co-founder of her own skincare brand. Above all, Lysa has 4 kids. How does she balance it all?   In this episode, we dive into the secrets to leading a sustainable and prosperous life at home a...

COVID-19 has left a drastic impact on the relationship between digital and face-to-face banking. Mona Ibrahim, Specialist in Service Quality and Voice of Customer at the National Bank of Egypt, explores this change through the area of customer feedback, with insights into the best practices, approaches to complaints, categorisation tactics and data metrics.    Connect with Mona - https://www.linke...

In this episode, Valentina and Greg talk to Chief Experience Officer Benoit Soucaret, from Merkle! Benoit explores the concept of the metaverse and what it actually means for consumers and businesses today. He dives into the metaverse's security and legal concerns, potential applications, and the impact it will have on customer experience.   Connect with Benoit on LinkedIn! Benoit Soucaret - https...

In this episode, Valentina and Greg talk to experts from Santander Global T&O: Jorge Fernandez, Service Specialist, and Javier Hernandez, Project Delivery Manager. Jorge and Javier explain the concept of the Internet of Things with its application in banking and describe the future of banking services in the retail environment. They also touch on the connection between IoT and sustainability and p...

Sham Aziz, Head of Customer Service at Selfridges, joined Adam and Valentina to talk about his formula for great customer service. We dive into the latest tech trends, customer personas and brand equity. Sham provides his honest opinion on artificial intelligence and channel shifting.   Connect with Sham - https://www.linkedin.com/in/shamasaziz/

Mats Bredborg, Head of Customer Cluster Utility at Volvo Construction Equipment, talks to Valentina and Adam about his sustainability mission in the construction industry. Mats elaborates on the technical difficulties of sustainability transformation and the importance of empowering their employees to opt for greener choices. Valentina and Adam ask Mats to walk them through their Net Zero strategy...

Many articles on Google say that embedded finance is changing the world. Is it a real deal or just a buzzword? Spiros Margaris, Founder of Margaris Ventures and No.1 Fintech, Blockchain and AI influencer, gives Valentina and Alex an honest opinion on the future of fintech, banking and retail. Spiros provides insightful examples and simple analogies. Margaris also explains why you should let your c...

Aymen Ismail, Head of Customer Engagement Solutions at smart Europe GmbH, says customer journey should be effortless and convenient. He talks to Adam and Valentina about driving change in the industry and utilising data to create a true omnichannel experience for the modern customer. Aymen's passion for people and cultures enabled him to gain experiences in various industries in multiple countries...

In the world of online, written language is one of the most important types of communication. In today’s episode, Greg and Valentina talk to Harry Ashbridge, Head of CX & Writing at Monzo, who explains how businesses use language to communicate with their customers in the English-speaking world. In order to understand that, we need to go thousands of years back to Roman Britain.   Connect with Har...

What is the future of work? How will AI impact frontline workers in the public sector? Dr Stephen Jeffares from the University of Birmingham asked public sector workers what they think of digital technology and artificial intelligence. And it's really interesting.  Read more about Stephen's research - https://link.springer.com/book/10.1007/978-3-030-54084-5

War, inflation, energy bills, labour shortage… How do we deal with all of this? Leadership expert Meridith Elliott Powell talks to Greg and Valentina about this topic and advises the audience on what to do in times of uncertainty and how to turn their fears into opportunities.   Check out Meridith's website - https://meridithelliottpowell.com/   Learn more about her latest book - https://www.amazo...

In 2019 researchers at UCLA found that medical students who received VR training managed to repair a bone fracture 20% faster than students who received traditional training. A lot of studies show how VR training is highly efficient. However, the use of VR in healthcare facilities is still not as widespread as one would imagine.   Denise Silber, the co-founder of VRforHealth, talks to Valentina an...

The global workforce crisis is real and huge. Rob Carpenter, Founder & CEO of Valyant AI talks to Greg and Valentina about the capabilities of conversational AI and at the same time, he addresses its limitations - the inability to keep up with the creativity of human language. Conversational AI is building a solid reputation for improving CX but also increasing concerns about its impact on the job...

Daniel Hass, Senior Manager of Digital Experience at Toyota Motor Europe, uncovers some of the most burning CX challenges the automotive industry is currently facing. Adam and Valentina ask Daniel to introduce them to the problematic of "online-only" demand, digital innovation and the future of car dealerships.   Did you know that 63% of recent car buyers would consider buying their car online in...

Maneesh Juneja is a Digital Health Futurist who has dedicated his entire career to studying and utilising emerging technologies to improve people's quality of life. In the last decade, Maneesh has been helping various organisations from start-ups to governments, hospitals and pharmaceutical companies to foresee possible future scenarios. He's consulting companies on how to become resilient, how to...

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 heroes. Today Chris gives you advice on how companies should manage their UX to achieve desired goals and deliver a nice, smooth and seamless user expe...