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

"creating impact in what you build"- W/Abdul Khaled (E.ON Next) #133

🕒 Timestamps:
00:00 – Opening thoughts: Building with purpose00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next00:49 – Abdul’s career journey: from engineer to CX leader02:13 – How psychology shapes customer experience03:26 – Introducing Compass: operationalising CX strategy05:03 – Why relying on surveys alone can be dangerous06:06 – Behavioural insight: the “fruit bowl” example 🍎07:30 – Turning feedback into action through real-world testing08:39 – From insight to delivery: closing the CX gap09:55 – Why most CX initiatives fail — and how to fix it11:18 – The four stages of CX maturity12:39 – The Compass model: a strategic and operational approach13:05 – The seven Compass principles explained13:47 – 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 waiting18:42 – Activation, Social Influence, and Context in CX20:18 – Why perception matters more than time20:39 – Breaking silos: how tech and CX teams collaborate21:58 – The “Acceleration Team”: turning insight into rapid delivery23:34 – Leadership and hiring for attitude, not just skill25:13 – Empowering teams through purpose and problem-solving26:28 – The importance of clarity and direct communication27:06 – Quickfire Questions 🔥27:35 – Fun hypotheticals and light-hearted moments28:04 – Travel and exploring simplicity in other cultures 🌍29:38 – Finding your superpower and the role of self-belief30:16 – 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

Brand activation using innovation centres W/ Ian Toal (Oscar Mayer)

What does it take to reinvent food innovation? 🍴In this episode of CX Insider, we sit down with Ian Toll, CEO of Oscar Mayer UK, to uncover the story behind the Gastro Hub — a fully choreographed innovation centre built to transform how ideas in the food industry are created, tested, and brought to life.
Ian shares his journey from leading global restaurant chains to pioneering immersive innovation at Oscar Mayer. Discover how choreography, sensory experiences, and collaboration are redefining how the food manufacturing industry innovates.
This episode is a masterclass in creativity, leadership, and customer experience — for anyone passionate about innovation that actually tastes different.
🎧 Brought to you by EME Worldwide — experts in brand and experience design.
00:00 – Welcome to CX Insider00:31 – Introducing Ian Toll, CEO of Oscar Mayer UK00:52 – Ian’s 38-year career journey in food and drink01:38 – The transformation of Oscar Mayer UK03:00 – What is the Gastro Hub and how did it begin?05:18 – From idea to innovation: designing the perfect hub06:23 – The six chapters of the Gastro Hub experience07:09 – Inside Mission Control: setting the stage for innovation09:00 – Sensory insights and customer testing10:48 – Rethinking packaging and sustainability13:35 – How immersive environments spark creativity14:24 – What clients gain from the Gastro Hub experience16:53 – The power of choreography in innovation18:05 – Designing every detail: from carpets to antiques20:14 – The difference between a showroom and an innovation centre21:25 – Empowering teams through creativity and collaboration22:53 – Why sensory engagement matters25:37 – The post-Covid innovation culture27:00 – Building purpose-driven experiences for the future29:05 – Making Wrexham the UK’s hub of food innovation30:12 – Collaboration and creative problem-solving32:42 – Building the Gastro Hub in just 13 weeks34:21 – Merging tech, design, and human experience35:11 – Final thoughts and key takeaways
🔗 Listen or Watch:
📺 YouTube: https://youtu.be/HI4sc5a0nqo

"a placement students' bible" - W / Elysia Filaitis (CX Insider Podcast

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 mindset01:18 – Starting the placement year & studying at Loughborough02:40 – How she found her placement using LinkedIn and Bright Network05:10 – Recruitment tips: video submissions, interviews & the STAR method08:41 – What employers really look for: enthusiasm, innovation, knowledge13:43 – Biggest adjustments from uni to working life20:27 – How university (societies & modules) prepared her for the role25:41 – A typical day as a podcast host & marketing intern27:21 – Projects she’s proud of: rebranding thumbnails & email campaigns31:59 – Final advice: take initiative, make connections, and ask questions

"don't wait for things to break" - W / Zertashia Awan (Amazon) #131

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

"managing data in the age of AI" - W / Janet Xinyi Guo (Lloyds Banking Group) #130

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
 

"track, assess, & classify risks" - W / Keir Henderson (Precisely) #129

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.
 
 

"Accelerate, Change, or Lose" - W / Colt Whittall (Bravo17) #128

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

"Learn, Relearn & Unlearn" - W / Sam Grogan (Loughborough University) #127

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

"Your Customers Expect More" - W / Andrew Carothers (Cisco) #126

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

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