🕒 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