CX Insider - Customer experience leaders sharing insights and ideas for customer service success
Subscribed: 16Played: 39
Subscribe
© 707323
Description
In our CX Insider studio, we initiate conversations with leading customer experience experts from various sectors. Our network consists of professionals striving to bring change to their company and industry. Starting our podcast with a humble audience, primarily consisting of colleagues from our office, we soon found the listeners who were eager to learn about delivering excellent customer experience.
At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done.
If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.
At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done.
If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.
132 Episodes
Reverse
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
Michael Theodore is the co-founder of Scalr, a cloud computing company that specialises in automation & collaboration software. In this episode, we dive into the importance of employee experience within sales, the secrets to retaining your customers as well as the tools you can use to capture emotion. What mode should you be in, acquisition or retention mode? How can you improve your handover between the sales team and client? Find out more in this episode!
Connect with Michael - https://www.linkedin.com/in/michael-theodore-4b317885/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Joel Passen is a proven technology entrepreneur & Founder of Sturdy.AI. In this episode, we dive into the future of AI in Customer Intelligence, discussing the ways that customer data can become more accessible and actionable. Just how crucial of a role will AI have when it comes to businesses interacting with & understanding customers? What are some myths surrounding these new tools? Find out more in this episode!
Connect with Joel - https://www.linkedin.com/in/joelpassen/
Watch her podcast https://www.youtube.com/@therebekahpanepintoproject
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/?utm_source=CXI_Joel_Passen_112
Comments
Download from Google Play
Download from App Store
United States