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

AI Is Disrupting The Legal Industry - W / Alex Karim (Microsoft) #125

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

Entrepreneurialism: Making Success Happen - Ajmal Mushtaq (Boss Pizza) #124

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

The CX Insider Christmas Special #123

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

Are Customer Surveys Dead? - W / Sharad Khandelwal (SentiSum) #122

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

The Future Of Optical Retail With Personalisation - W / Mohamed Elsalam (Magrabi) #121

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

Black Hawks To Banking - w / Ronelle Arbib from Recognise Bank

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

Securing Time And Trust With Customer Experience - w / Monique Theile from Chrono24 | #119

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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Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer

The Future of Automotive Cockpits and Global Design Innovation - w / Gianluca Brugnoli | #118

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.

Challenges of Employee Retention and Finding Your Product Market Fit

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.

Inside The Rebirth Of Bury FC

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.