CX Insider - Customer experience leaders sharing insights and ideas for customer service success
The customer experience insights you wish you knew sooner. A podcast interviewing customer experience leaders and experts who share industry ideas. Sponsored by ACF Technologies
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About CX Insider
CX Insider was born in 2019 to initiate conversations with leading customer experience experts and bring positive change in different industries. Since then, we have released 60 episodes (and counting) every two weeks, hosting some well-known names in cx, as Dan Gingiss, Hose Herrera and even consumer behaviour professor Michael Solomon. Our mission continues to be to build a strong community of cx leaders to whom we can provide value and information.
Our latest episode gives an Insider View into RBR Branch Transformation 2021 with the participation of four industry experts, who share their thoughts on the latest trends in banking.
Episodes
Monday Mar 17, 2025
Monday Mar 17, 2025
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
Monday Feb 17, 2025
Monday Feb 17, 2025
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
Monday Feb 03, 2025
Monday Feb 03, 2025
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
Monday Jan 20, 2025
Monday Jan 20, 2025
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
Wednesday Jan 08, 2025
Wednesday Jan 08, 2025
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
Wednesday Dec 04, 2024
Wednesday Dec 04, 2024
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
Monday Nov 18, 2024
Monday Nov 18, 2024
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
Monday Nov 04, 2024
Monday Nov 04, 2024
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
Monday Oct 21, 2024
Monday Oct 21, 2024
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
Monday Sep 30, 2024
Monday Sep 30, 2024
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!
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