CX Insider - Customer experience leaders sharing insights and ideas for customer service success
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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.
109 Episodes
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Andrew Stevens is the principal for banking and financial services for Quadient, an international company specialising in business process automation & customer experience management. In this episode, we discuss the major problems in customer education within the financial sector & the reasons this could create failure demand. We also discuss consumer duty & regulations that banks must comply with. Will these regulations harm innovations? We also ask the question: Do you understand how your finance works?
Connect with Andrew - https://www.linkedin.com/in/andrew-n-stevens/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
ACF Technologies is the global leader in customer experience software solutions. Their tailored services range from appointment booking to queue management to event scheduling, and everything in-between. ACF help the world's biggest organisations supercharge their customers' experiences.
Could they help you? https://www.acftechnologies.com/
Simon Erridge is the Research Director of Curaleaf, a clinic that helps eligible patients with affordable *plant medicine care. In this episode, we explore the story behind the business that can’t say what they sell. We discuss exclusive patient experiences, the limitations this medicine receives from UK regulations as well as the future of the medication. Could your business thrive through only word-of-mouth? What are the challenges the clinic face? What education does Curaleaf bring to doctors and law enforcers? Find out more in this one-of-a-kind episode!
Connect with Simon - https://www.linkedin.com/in/simon-erridge/
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/
Chris Warwick is the Customer Experience & Development General Manager at Electromin. In this episode, we dive into the importance of caring for your customers in the automobile industry, as well as the risks of being a new entrant in the EV world. Why does Chris recruit employees outside of the industry? What are the challenges to being an electric vehicle company in a petrol-led country? Find out more in this episode!
Connect with Chris - https://www.linkedin.com/in/chris-warwick-a2a7a5a/
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/
Cormac Kelly is the Senior Director of Customer Success for global industry leaders SurveyMonkey. He is here to tell us about the evolution of surveys, AI’s aid for the employee and customer experience as well as the ad’s that SurveyMonkey has created. Who owns our data? Find out more on this episode!
Connect with Cormac - https://www.linkedin.com/in/cormac-kelly-563aa31/
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/
Shep Hyken is a New-York Times Bestseller & Keynote Speaker, he is one of the world’s leading authories on customer service and CX, with over 40 years of experience helping organisations all around the world. In this episode we talk about Shep’s magical beginnings into the world of customer experience, with tales that go back decades. He walks us through CX “moments of magic” as well as the potential use cases for the rise of artificial intelligence.
Check out ACF Technologies now! https://www.acftechnologies.com/en-gb/
Connect with Shep - Connect with Shep - https://www.linkedin.com/in/shephyken/
Become a CX Insider - https://www.linkedin.com/company/6882...
On today's episode, we bring on 2 guests from ACF Technologies: Simon Ronald, VP of Business Development & Laurence Leach, Technical Director. We sit down and talk about enterprise projects and the management needed for success. Should you use off the shelf products or self-build? Does the size of a supplier matter? In this episode all your questions will be answered!
Check out ACF Technologies now! https://www.acftechnologies.com/en-gb/
Connect with Simon - https://www.linkedin.com/in/simon-ron...
Connect with Laurence - https://www.linkedin.com/in/laurence-...
Become a CX Insider - https://www.linkedin.com/company/6882...
Check out our website - https://cxinsider.com/
John Sills is the Managing Partner at The Foundation & Author of The Human Experience. From working at a market stall in Essex 25 years ago, to advising organisations like Sky, UNICEF, Morrisons & eBay, John learnt from an early age what customer experience truly means and the impact it has on consumers. John has achieved incredible success at HSBC and now The Foundation, helping them innovate and build their customer-led approach. In this episode, we dive into customer experience success stories, advancements of AI, the balance of the functional and human experience, and answering the question “does customer loyalty truly exist?”.
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/zXhpQtRFoEo?si=fSUoT_OFf1sJuKAh
Connect with John - https://www.linkedin.com/in/johnjsills/
Become a CX Insider - https://www.linkedin.com/company/6882...
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/
Andrew Carothers is the Digital Customer Experience Leader for Cisco Systems, an American multinational digital communications technology conglomerate. He is here to tell us all about the AI usage when communicating with clients in multiple languages, generational clashes when working and the teenage years of Customer Experience. In this episode, we will go over the new age of the customer and the power that customer experience has over other consumer touch-points.
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/by-P9oJ2QXc?si=1qTOEYZLYM9_U3DX
Connect with Andrew - https://www.linkedin.com/in/andrew-ca...
Become a CX Insider - https://www.linkedin.com/company/6882...
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - https://www.acftechnologies.com/
Welcome to CX Insider’s 100th anniversary episode, showing you the best moments from our expert guests, full of exclusive insights, finished off with our funniest & best quick-fire question answers!
In this episode, we look at all the various different industries we have had on the podcast, featuring insights from:
Retail experts like Marc Montagne (Vacheron Constantin), Dominik Olejko (H&M), Lysa Hardy (Hotel Chocolat), Sham Aziz (Selfridges).
Automobile experts like Dr Clare Mutzenich (7th Sense Research), Andreas Shmelzer (Porsche Holding), Mats Bredbog (Volvo).
Financial / Banking experts like Donata Peksa (HSBC), Ubong Nkanta, Jorge & Javier (Santander), Andy Willmot (OneBanx), Piers Watson (NFU Mutual).
Finished off with the most iconic quick-fire questions from Katie Bowden (NEXA), Harry Ashbridge (Monzo), Andreas Shmelzer (Porsche Holding), Lysa Hardy (Hotel Chocolat), Andrei Calin (BCR Bank), Tom Darnell (Iris), Ty Givens (CX Collective), Jorge & Javier (Santander), Benoit Soucaret (Merkle), Sham Aziz (Selfridges), Andy Willmot (OneBanx), Mona Ibrahim (Bank of Egypt), Mats Bredbog (Volvo).
Join us on this trip down memory lane!
Ty Givens is the founder and CEO of the CX Collective, a company providing implementation advice and services for building and scaling customer experience operations. She is here to tell us about how companies can prepare for holiday seasons. In this episode, we will look at the usage of chatbots and AI when handling retail, as well as the journey Ty has gone through with CX Collective and examples of projects she has worked on!
Content Connect with Ty - https://www.linkedin.com/in/tybryantgivens/
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/KMO-WpMxH0s?si=0MQ9gjm4YQP9XU32
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/
Andy Willmot is a software engineer and digital technology specialist that works for OneBanx as Chief Technology Officer. He is here to tell us all about the emergence of OneBanx through the rise of Open Banking. In this episode, we look at the future of Banking as well as the technology that should be implemented for the benefit of the customers.
Content Connect with Andy - https://www.linkedin.com/in/andywillmot/
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be/icjanXhE7jo?si=EcEJb-ybVnbrh_gp
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/
Marc Montagne is the Head of Digital Marketing and eCommerce for one of the oldest luxury watchmakers in Europe, Vacheron Constantin. In this episode, we hear about the unique selling environments of luxury watches, how the industry has been impacted by recent trends, and why intimacy is crucial to the customer experience. Watch this space!
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Marc - https://www.linkedin.com/in/marcmontagne/
Marc's Book - Invest in Watches: The Art of Watch Collecting
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
Annie Mamigonians is a consultant that aims to deliver optimal customer experience to her clients using the expertise she developed throughout her engineering, pharmaceutical and financial services career. In this episode, we look at how continuous improvement and lean principles can be applied to the banking industry.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Join us on LinkedIn - https://www.linkedin.com/company/cx-i...
Connect with Annie - https://www.linkedin.com/in/annie-mam/
Find all things CXI here - https://cxinsider.com/
Subscribe for more content from the UK's leading customer experience podcast -
/ @cxinsiderpodcast
Huge thank you to our sponsor! https://www.acftechnologies.com/
Katie Bowden is the Service Design and Delivery Director of Nexa, an Australian customer experience company that specialises in delivering innovative solutions when streamlining the customer journey. In this episode we talk about patient journeys within the healthcare industry, as well as exploring the importance of service design for improving the patient experience.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Katie - https://www.linkedin.com/in/katie-bowden-2bb9b1a9/
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
Dr Clare Mutzenich has an extensive history in analysing human psychology, and she now works as the Associate Director for research company 7th Sense, leading consumer insight projects across the automotive and luxury sectors. In this episode, we unpack the neuroscience behind purchase decisions, explore why virtual reality is somewhat incompatible with the human race, and discuss how customer journeys can be improved through deeper social listening.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Clare - https://www.linkedin.com/in/clare-mutzenich/
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
Triodos is a European bank that places a large focus on upholding sustainability and creating community through its financial services. As the Head of Marketing in Spain, Estrella Moya walks us through what sustainable banking actually looks like, what it can mean for a customer's experience, and how you can apply these ideals to any business model as well as your personal life.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Estrella - https://www.linkedin.com/in/estrellamoya/
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
Apple recently announced their own mixed-reality headset, the Vision Pro, and it has the Internet on fire. Though its general benefits, potential and drawbacks have been discussed to death, the team at CX Insider take a look at this new technological phenomenon from the customer experience angle. How could the Vision Pro revolutionise customer relationships? What changes could it bring to both banking and retail? Through raw meme reactions and conflicting opinions, we take those questions head-on, bringing you the latest insights from the future of the CX world.
To experience this episode with its full breadth of content, please head over to our YouTube channel for the video version:
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
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
Porsche Holding is Europe's largest and most successful automotive retailer. Andreas Schmelzer is their Head of Digital Transformation. How exactly is an industry, that's seemingly resistant to change, pioneering a new form of innovation? The answer is one word. HYPERAUTOMATION.
Listen in to discover what hyper-automation means, how to apply it to any business, and how it can evolve your own customer experience strategy too.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Andreas - https://www.linkedin.com/in/andreas-schmelzer-568134146/
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
DNB is the largest bank in Norway, with over 2 billion USD in revenue last year. As their Head of Digital Customer Experience, Henriette Paus knows exactly how to modernise the customer journey for the digital age, and how to satisfy a rapidly changing market. In this episode, she shows us.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Henriette - https://www.linkedin.com/in/henriettepaus
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
Quantum computing is a reality. In a few years, supercomputers will break past the experimentation phase and elevate technological progress to new levels. But how will that look? How will the customer experience be affected? How can companies take advantage of the future? In this episode, we find out.
Greg and Marcell are joined by Napo Cornejo, Founder and Director of tech firm Geokapti, discussing all things quantum computers, artificial intelligence, society at large and the impact on CX.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Napo - https://www.linkedin.com/in/ncornejo/
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
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