The Co-Creation Sessions

In this episode, we explore how the most impactful customer experiences arenot just built on data, but the human stories. Sibulele Mjali, ConsumerInsights Specialist with experience across leading FMCG brands like PremierFoods and Ferrero, joins us to share how a story-first approach is transformingmodern insights. Sibulele unpacks how combining quantitative scale with qualitative depthallows bran...

In this episode, we explore what it really takes to turn everydayinteractions into lasting customer relationships. Ariane Guy, Senior Manager ofBrand Experience at European Wax Center (EWC), shares how thoughtful,human-centered design can elevate service into something far more meaningful. From the deeply personal nature of self-care to the challenge ofdelivering consistency across hundreds of in-...

In this episode, we explore why communities are becoming one of the most powerful drivers of modern brand and customer experience. Nicola Gunby, Co-Founder and CMO of CLIQ, joins us to unpack how brands can move beyond passive audiences to create spaces where people genuinely connect, contribute, and belong. As social platforms shift from connection to content consumption, Nicola shares how CLIQ i...

In this episode, we explore how financial institutions can deliver morerelevant, human-centered experiences by putting customer insight at the core of innovation. With nearly two decades of experience across financial services,insurance, and FMCG, Sheila Akinnusi, Head of Research and Insights at Nedbank, joins us and unpacks how insight-driven decision-making is shaping the future of banking. Fro...

In this episode, we explore how video and AI are reshaping the waybrands understand and design better customer experiences. Mamta Mithal,Associate Research Director at SMG, joins us to share how video-led research is unlocking richer, more authentic insights into real human behavior.  Mamta explains why traditional methods often miss the nuance of livedexperience—and how combining video with AI en...

In this episode, we explore the powerful intersection of human expertiseand artificial intelligence—and what it means for the future of customerexperience. Abi Awomosu, founder of Data, Heart and Soul and former insights leader at Uber, Meta, eBay, and Microsoft, joins us to unpack how AI can elevate (not replace) human understanding.  Abi breaks down the realities behind AI in research, from tack...

In this episode, we dive into the growing influence of communitiesshaping standout customer experiences. Tshedza Magugumela, former Community Engagement Manager at Airbnb Middle East and Africa, shares how putting people at the center of your strategy can transform not just marketing—but the entire brand experience.  Drawing on his time at Airbnb, Tshedza unpacks how community-ledthinking helps br...

In this episode, we explore how emerging technologies are reshaping theway brands understand and connect with people. Thomas Snitker, Head of Research at the LEGO Agency, joins us to unpack how AI and synthetic data are transforming consumer insights into richer, more meaningful experiences.   Thomas shares how LEGO blends advanced analytics with human-centeredthinking to better understand its glo...

In this episode of Xperience Matters, we’re joined by Simon Pollock, Global Insights and Analytics Lead at Kellanova, to explore how AI is reshaping the way organizations turn consumer data into confident business decisions. Simon breaks down the shift from traditional research to AI-powered insight generation—where speed, scale, and predictive capability are redefining what’s possible. The conver...