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
7 days ago
7 days ago
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!
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer
Wednesday Sep 18, 2024
Wednesday Sep 18, 2024
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.
Monday Aug 19, 2024
Monday Aug 19, 2024
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.
Monday Jul 29, 2024
Monday Jul 29, 2024
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.
Friday Jul 12, 2024
Friday Jul 12, 2024
Andrew Madaras is the chairman & secretary of Dunstable Town Football Club. In this episode, we dive into the transformative power of fan ownership & community support in the world of grassroots football. We talk about how Andrew & the club not only invest in the football, but the local community too. Join us to learn about challenges, myths & misconceptions in the world of grassroots football. Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Check out our website - https://cxinsider.com/
Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer
Tuesday Jun 25, 2024
Tuesday Jun 25, 2024
Michael Theodore is the co-founder of Scalr, a cloud computing company that specialises in automation & collaboration software. In this episode, we dive into the importance of employee experience within sales, the secrets to retaining your customers as well as the tools you can use to capture emotion. What mode should you be in, acquisition or retention mode? How can you improve your handover between the sales team and client? Find out more in this episode!
Connect with Michael - https://www.linkedin.com/in/michael-theodore-4b317885/
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/
Monday Jun 10, 2024
Monday Jun 10, 2024
Joel Passen is a proven technology entrepreneur & Founder of Sturdy.AI. In this episode, we dive into the future of AI in Customer Intelligence, discussing the ways that customer data can become more accessible and actionable. Just how crucial of a role will AI have when it comes to businesses interacting with & understanding customers? What are some myths surrounding these new tools? Find out more in this episode!
Connect with Joel - https://www.linkedin.com/in/joelpassen/
Watch her podcast https://www.youtube.com/@therebekahpanepintoproject
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/en-gb/?utm_source=CXI_Joel_Passen_112