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

🕒 Timestamps: 00:00 – Opening thoughts: Building with purpose 00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next 00:49 – Abdul’s career journey: from engineer to CX leader 02:13 – How psychology shapes customer experience 03:26 – Introducing Compass: operationalising CX strategy 05:03 – Why relying on surveys alone can be dangerous 06:06 – Behavioural insight: the “fruit bowl” example 🍎 07:30 – Turning feedback into action through real-world testing 08:39 – From insight to delivery: closing the CX gap 09:55 – Why most CX initiatives fail — and how to fix it 11:18 – The four stages of CX maturity 12:39 – The Compass model: a strategic and operational approach 13:05 – The seven Compass principles explained 13:47 – Simplifying decision-making (Cognitive Ease) 14:20 – Creating seamless experiences (Orchestrated Journeys) 15:47 – Making energy memorable: E.ON’s “Free Energy Days” ⚡ 17:17 – The power of perceived value — and the psychology behind waiting 18:42 – Activation, Social Influence, and Context in CX 20:18 – Why perception matters more than time 20:39 – Breaking silos: how tech and CX teams collaborate 21:58 – The “Acceleration Team”: turning insight into rapid delivery 23:34 – Leadership and hiring for attitude, not just skill 25:13 – Empowering teams through purpose and problem-solving 26:28 – The importance of clarity and direct communication 27:06 – Quickfire Questions 🔥 27:35 – Fun hypotheticals and light-hearted moments 28:04 – Travel and exploring simplicity in other cultures 🌍 29:38 – Finding your superpower and the role of self-belief 30:16 – Closing reflections: resilience, growth, and mindset 🔗 Listen or Watch: 📺 Watch full episode here https://youtu.be/9eeqOIeS5Nc 🔖 Tags: #CXInsider #EONNext #CustomerExperience #DigitalTransformation #Leadership #Innovation #CompassFramework #Podcast #AbdulEon

What does it take to reinvent food innovation? 🍴 In this episode of CX Insider, we sit down with Ian Toll, CEO of Oscar Mayer UK, to uncover the story behind the Gastro Hub — a fully choreographed innovation centre built to transform how ideas in the food industry are created, tested, and brought to life. Ian shares his journey from leading global restaurant chains to pioneering immersive innovation at Oscar Mayer. Discover how choreography, sensory experiences, and collaboration are redefining how the food manufacturing industry innovates. This episode is a masterclass in creativity, leadership, and customer experience — for anyone passionate about innovation that actually tastes different. 🎧 Brought to you by EME Worldwide — experts in brand and experience design. 00:00 – Welcome to CX Insider 00:31 – Introducing Ian Toll, CEO of Oscar Mayer UK 00:52 – Ian’s 38-year career journey in food and drink 01:38 – The transformation of Oscar Mayer UK 03:00 – What is the Gastro Hub and how did it begin? 05:18 – From idea to innovation: designing the perfect hub 06:23 – The six chapters of the Gastro Hub experience 07:09 – Inside Mission Control: setting the stage for innovation 09:00 – Sensory insights and customer testing 10:48 – Rethinking packaging and sustainability 13:35 – How immersive environments spark creativity 14:24 – What clients gain from the Gastro Hub experience 16:53 – The power of choreography in innovation 18:05 – Designing every detail: from carpets to antiques 20:14 – The difference between a showroom and an innovation centre 21:25 – Empowering teams through creativity and collaboration 22:53 – Why sensory engagement matters 25:37 – The post-Covid innovation culture 27:00 – Building purpose-driven experiences for the future 29:05 – Making Wrexham the UK’s hub of food innovation 30:12 – Collaboration and creative problem-solving 32:42 – Building the Gastro Hub in just 13 weeks 34:21 – Merging tech, design, and human experience 35:11 – Final thoughts and key takeaways 🔗 Listen or Watch: 📺 YouTube: https://youtu.be/HI4sc5a0nqo

In this episode, we flip the mic as Elysia—our Marketing Executive, podcast editor, and host—sits on the other side of the sofa to reflect on her transformative placement year. From navigating a tough recruitment process to running a podcast solo, Elysia shares honest insights, valuable tips, and the lessons that shaped her journey. Content:  00:00 – “Don’t wait for opportunities” – Elysia core mindset 01:18 – Starting the placement year & studying at Loughborough 02:40 – How she found her placement using LinkedIn and Bright Network 05:10 – Recruitment tips: video submissions, interviews & the STAR method 08:41 – What employers really look for: enthusiasm, innovation, knowledge 13:43 – Biggest adjustments from uni to working life 20:27 – How university (societies & modules) prepared her for the role 25:41 – A typical day as a podcast host & marketing intern 27:21 – Projects she’s proud of: rebranding thumbnails & email campaigns 31:59 – Final advice: take initiative, make connections, and ask questions

In this episode of the CX Insider Podcast, we’re joined by Zertashia, Director of Customer Experience at Amazon, for a deep-dive into what truly defines world-class customer experience at scale. We unpack how Amazon scales empathy, trust, and operational excellence globally—making customer experience not just a principle, but a system embedded into every layer of the organisation. From treating defects like data points to ensuring customers are never metaphorically "on mute," this conversation is packed with real insights and practical mechanisms for founders, CX leaders, and innovators in any industry.   Content: 00:00 – Intro: Scaling with Purpose 00:47 – From Headsets to Global CX Strategy 03:07 – Trust Over Charm 07:50 – Universal Truths in CX 09:46 – Mechanisms vs. Mantras 13:23 – CX Across Silos 17:11 – The Myth of Customer Delight 21:37 – Global Scale, Local Relevance 24:50 – Don’t Wait for Breakage 28:18 – Unmute the Customer

In this episode, we sit down with Janet Xinyi Guo, a leading expert in data management and digital transformation at Lloyds. With over 7 years of experience driving one of the UK’s largest digital transformation programs, Janet brings deep insights into the intersection of AI, data ethics, and responsible data usage. Content: 00:00 – Introduction 03:15 – What is Data Ethics? 06:40 – The Role of AI 10:20 – Responsible AI 14:05 – Data Centralisation 17:30 – Data Storage 21:10 – Enhancing Customer Experience 24:45 – Surfacing the Right Data 28:20 – Navigating Regulations like GDPR  

In this episode, we sit down with Keir Henderson, Financial Services Account Executive at Precisely. Keir shares deep insights into AI governance, policy challenges, international cooperation, and the philosophical tensions driving today’s AI landscape. From existential risk to frontier models, we explore the crossroads of technology, politics, and ethics in shaping our collective AI future. If you're interested in how governments are preparing for the age of powerful AI systems—or how we should be—this conversation is for you.    

In this episode of the CX Insider Podcast, we sit down with Colt Whittall, the Managing Partner and Founder of Bravo17. Colt shares insights from his incredible career in digital transformation, IT strategy, and user experience at scale, including his pivotal role in modernizing IT for 700,000+ personnel. If you're passionate about CX, IT transformation, and leadership in large organizations, this episode is a must-listen!   Content: 00:00 - Introduction 00:50 – Colt’s Career 09:44 – ‘Fix Our Computers’ 14:05 – IT Challenges 18:59 – Measuring UX 22:50 – Fixing Air Force IT 26:04 – COVID-19 30:28 – Identifying Customers 38:17 – Tech Upgrades 49:28 – Improving PCS

In this episode of the CX Insider Podcast, we’re joined by Professor Sam Grogan, Pro Vice-Chancellor of Education and Student Experience at Loughborough University. We dive into the future of education, the essential skills students need for a 40-year career, and how universities must evolve to meet the demands of a rapidly changing world.   Content:   00:00 – Introduction 03:10 – Preparing Students for the Future 05:03 – Technology & Social Skills in Education 07:29 – Rethinking University Structures 10:50 – The Role of Leadership in Education 17:48 – Learning, Unlearning & Relearning 22:49 – Universities as Agile Businesses 34:48 – AI in Education 39:31 – Advice for Employers Hiring Graduates 44:50 – Quick Fire Questions

In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes. With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.   Content: 00:00 - Introduction 02:48– The Evolution of CX 05:44– Business Impact 08:10– AI’s Role In CX 14:52– Personalisation 18:52 – 2025 Strategy 22:00 – Avoiding Mistakes 26:09 – Trust & Engagement 28:26 – Human Interaction 31:35 – Looking Ahead

Welcome back to another electrifying episode of the CX Insider Podcast 🎙️ In this jam-packed conversation, we sit down with Alex Karim, AI Architect at Microsoft and innovation enthusiast, to dive into the cutting-edge technologies which are reshaping industries and our everyday lives. From smart glasses that record your world to the state of the metaverse, this episode is a rollercoaster ride of tech insights, personal stories, and bold predictions for the future. Whether you're a tech enthusiast, a business leader, or just curious about how innovation is shaping the world, this episode has something for everyone. 🎧   Content: 00:00:00 – Introduction: AI, Innovation, and the Future 00:03:06 – From Physics to Formula 1 00:07:37 – The Future of Smart Glasses 00:08:55 – Are We Ready for AI Assistants? 00:16:40 – AI Is Disrupting Legal Work 00:18:57 – Data Governance and AI 00:20:32 – Is the Metaverse Dead? 00:20:38 – How a Job Title Changed My Career 00:31:44 – AI in Construction 00:34:37 – Why I Love My AI Co-Pilot

In this episode of CX Insider, we sit down with Ajmal Mushtaq, the CEO and founder of Boss Pizza, to uncover how he went from a law graduate and corporate career to building one of the UK’s largest takeaway operations. Ajmal shares his inspiring journey, the sacrifices he made, and how he turned a struggling family restaurant into a revolutionary pizza brand that's reshaping the food industry. Contents: [0:00:00] Introduction to Ajmal & Boss Pizza [0:01:42] Career Journey: From Law to Pizza [0:03:37] Building the Largest Takeaway Operation [0:07:36] Launching Boss Pizza During COVID [0:08:08] Mega-Kitchen Efficiency [0:14:08] The Secret of Brand Success [0:20:20] Challenges of Franchising [0:22:31] How Tech Drives Growth [0:41:12] Building a Winning Team [0:42:33] Redefining Success

In this festive episode, we are bringing you the perfect opportunity to get into the Christmas spirit! With all of your favourite CX Insider's, our two teams will battle it out, hoping to become the first-ever Christmas winner! We'll even be giving you a run down of which mince pies you should be investing in this holiday season!   Round 1: Mince Pie Matching Round 2: Finish The Lyric Round 3: Christmas Quiz Round 4: True or False

In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation. Content: [00:00:29] Introduction [00:00:50] Sharad's Journey [00:05:05] About SentiSum [00:07:33] CX: From the Heart or the Head? [00:08:49] Are Customer Surveys Dead? [00:13:38] Alternatives to Surveys [00:19:21] Why brands need a mindset shift [00:23:33] The Future of NPS [00:27:30] Turning Insights into Action [00:33:39] Best and worst practices in customer experience [00:37:01] The importance of forgettable, frictionless experiences [00:39:09] Quick Fire Questions

In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.   Content:   00:00 - Introduction   02:11– About Mohamed   04:53 – Brand Differentiation   07:57– Evolving Expectations   10:03– In Store Vs Online   15:32– Customer Retention   20:11 – Customer Lifecycle   22:39 – CX Basics   30:44 – Regional Preferences   35:06 – Quick-Fire Round

In today's episode, we are joined by Ronelle Arbib, COO of Recognise Bank, to discuss her fascinating career journey, from the Air Force to leading customer-focused innovations in the financial sector. Tune in for insights into SME banking, building customer relationships, and the importance of female empowerment in traditionally male-dominated industries. Get ready for a deep dive into banking, leadership, and more! Content: [00:00:20] – Air Force to Banking [00:03:10] – Building The Model [00:08:40] – Female Leadership [00:10:30] – Serving SME's [00:12:45] – The “Triangle Model” [00:16:00] – Challenges [00:20:20] – Adapting For CX [00:27:20] – Balancing Savings [00:30:00] – Customer Satisfaction [00:34:00] – Quick-Fire Questions

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9 Today, we are joined by Monique Theile, Head of Complaint Management at Chrono24, to explore how security, trust, and customer experience are interwoven in the luxury market. Get ready for insights on certification programs and some unexpected customer complaints. Find out more in this episode!   Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9   In this episode, we sit down with Gianluca Brugnoli, VP of Design at TomTom. We explore the future of automotive technology, personal navigation, and the role of AI in transforming the driving experience. Gianluca shares insights on how car makers are adapting to the digital age, the challenges of smartphone mirroring, and how AI-driven innovations like voice interaction and hyper-personalized navigation are shaping the industry.

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9 Dive into a riveting conversation with William Gilchrist, the CEO and Founder of Konsyg, as he shares his journey from Chicago to becoming a sales powerhouse in Asia. With over 15 years in Singapore and 20 years in Asia, William has a wealth of experience in navigating the complexities of global sales. Discover how Konsyg has revolutionized the sales outsourcing industry by providing an end-to-end sales solution that no competitor has been able to match. From building global pipelines to navigating market challenges, William unpacks the intricacies of sales with a blend of insightful stories, market wisdom, and a touch of humour.

The Euro's have left us wanting more football talk! So here it is! We sit down with Neil Sears, the CEO of two-time FA Cup winners Bury FC, to discuss the club's remarkable journey to becoming fan-owned and the vital role volunteers play in the sporting world. We'll uncover the challenges and triumphs of maintaining a football club without traditional broadcast revenue, while also gaining some exciting insights into the power and impact of volunteers in sports. 

Andrew Madaras is the chairman & secretary of Dunstable Town Football Club. In this episode, we dive into the transformative power of fan ownership & community support in the world of grassroots football. We talk about how Andrew & the club not only invest in the football, but the local community too. Join us to learn about challenges, myths & misconceptions in the world of grassroots football. Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer