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

In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX. Valentina, Adam and Richard Kelly, an account manager from ARNO Group, touch on the benefit of negative customer feedback and later dive into the shoppers' changing habits during the pandemic.  Connect with Richard Kelly on LinkedIn - https://www.linkedin.com/...

Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience.  For more information, visit https://www.tracerinsights.com/ or contact Iona Carter on LinkedIn https://www.linkedin.com/in/ion...

Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that...

Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience.  Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/ For more information about his work, visit https://www.neuromarketingservices.com/ https://www. WhyTheBrai...

Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology.   01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 -...

We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees. Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/ 00:45 - Mental health's importance to Damien | 03:00 - Traveling with busin...

Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more.  00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not...

We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies.  01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences |  15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch tra...

A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID. 01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers.  | 19:10 - Designing next gen branches for a...

An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard.  01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders     

Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis and Greg discuss this transformation of retail and the subsequent CCG (consumer confidence gap) that has appeared because of it. Will consumers evolve alongside the technology?  01:00 - COVID retail stories. | 04:47 - QR codes are now mainstream. | 0...

Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus.  02:00 - Video shopping | 07:45 - Retail at the moment | 10:42 - Will video shopping channels be accepted? | 13:40 - WBR's Future stores | 19:54 - Traditional retail vs. modern problems | 23:49 - Captain powerpoint      

"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Home, which we had plenty of questions about. Some of this content may seem dated… but with the possibility of a second lock-down looming, and the increasing popularity of remote work, the WFH advice remains as relevant as ever.  Connect with Carly - h...

TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big names in the financial industry. We also chat about the transformation of high street banking and what's important for the customers of today, which from Howard is really interesting - as he has always had a boots on the ground perspective when it comes to custom...

Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how Linking kids is helping children make proactive change for local communities at the root cause. Achieved through education, connection and empowerment of young people globally. www.linkingkids.org Email - info@linkingkids.org Instagram - @linking_kids...

Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformation in healthcare and introduction of widespread telemedicine as a result of COVID-19.  https://www.chipcard-salud.es/publica-web/index_es.htm 01:04 -  Introductions | 02:29 -  Chipcard Salud's mission | 03:30 -  Being a CEO during COVID | 08:36 -  H...

CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to  better understand, and innovate throughout the patients journey. Cinde's Website - https://medicaldraincarrier.com/ Cinde's Linkedin - https://www.linkedin.com/in/cdolphin/   00:34 - Introduction to Cinde Dolphin and her story | 03:13 - How Cinde's e...

On todays episode, we have the Richard Hadden - the  author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience. Richards Linkedin -  https://www.linkedin.com/in/richardhadden/ Contented Cows partners and webinars -  https://contentedcows.com/   00:35  Introductions & Simons hair trouble | 03:06 ...

An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann ( www.bla.london ). We also chat about what organisations are doing for the good of society, during COVID-19. If you like this episode, go to www.acftechnologies.com/podcast and subscribe, to have input into future episodes a...

Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19.   If you enjoy this episode, don’t to forget to subscribe to our mailing list and become a CX insider where you will receive all the valuable CX related content, and have the opportunity to give input into future episodes. Check out www.acftechn...

In this episode, we talk with  one of the most creative people in business, Charlene Li about digital transformation and disruption as a result of the COVID-19 pandemic. We also talk about the implications on customer experience, and how to drive disruption in your industry or organisation as a leader. Over the next few weeks we are also launching a premium subscription called CX Insider, With all...

Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and joining a fitness community online.

In this episode we talk about how retail can continue to make sales and deliver a good customer experience using technological innovation, during the coronavirus pandemic.

In this episode, Adam Greg and myself deconstruct the traditional test drive process, and begin discussing how it could be optimised to maximise sales, with the modern day customer.

In this special episode, Louis and Greg talk about their experiences on placement, and outline the benefits of working with a small and agile organisation.