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
Thursday Jan 28, 2021
Thursday Jan 28, 2021
Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that can handle more than half a million bookings per hour.
For more information visit https://www.acftechnologies.com/
01:37 - ACF's role in the testing & vaccination programme I 03:44 - What qualified ACF to participate in the programme? I 5:11 - How was the project delivered? I 08:39 - The project challenges I 11:14 - The project scope and scalability I 21:39 - Appointment booking model vs. walk-in model.
Tuesday Jan 12, 2021
Tuesday Jan 12, 2021
Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience.
Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/
For more information about his work, visit https://www.neuromarketingservices.com/
https://www.WhyTheBrainFollows.com/
Watch Terry Wu's TED Talk on Neuromarketing https://www.youtube.com/watch?v=UEtE-el6KKs
01:27 - Terry's career journey from neuroscience to marketing I 03:05 - The difference between neuromarketing and traditional marketing I 05:45 - Rational vs. emotional customer I 08:33 - Compulsive buying behaviour and its causes I 12:09 - Live stream as a new channel I 13:50 - The irrational customer and decision-making I 18:52 - Amazon using neuromarketing tools to improve CX I 24:42 - Free will in consumer behaviour I 26:34 - Facilitating better CX for the ageing population I 28:12 - Using technology to reduce decision anxiety
Wednesday Dec 16, 2020
Wednesday Dec 16, 2020
Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology.
01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 - Risks from retail events | 13:00 - Using NFC and geolocation | 15:20 - Community/educational events | 19:10 - Can retailers benefit from showrooming | 26:30 - Technology recommendations
Wednesday Dec 09, 2020
Wednesday Dec 09, 2020
We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees.
Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/
00:45 - Mental health's importance to Damien | 03:00 - Traveling with business | 05:50 - Staying mentally and physically strong when remote | 09:30 - Working smart vs working hard | 13:15 - Time management while WFH | 19:10 - Working environment agility | 23:20 - Advice for leaders
Monday Nov 30, 2020
Monday Nov 30, 2020
Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more.
00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap
Friday Nov 20, 2020
Friday Nov 20, 2020
We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies.
01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences | 15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch transformation 2020
Sunday Nov 15, 2020
Sunday Nov 15, 2020
A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID.
01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers. | 19:10 - Designing next gen branches for a fun expereince. | 21:25 - Leveraging events to add value to the CX & Facilitating customer centric branches.
Tuesday Nov 03, 2020
Tuesday Nov 03, 2020
An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard.
01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders
Tuesday Oct 27, 2020
Tuesday Oct 27, 2020
Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis and Greg discuss this transformation of retail and the subsequent CCG (consumer confidence gap) that has appeared because of it. Will consumers evolve alongside the technology?
01:00 - COVID retail stories. | 04:47 - QR codes are now mainstream. | 08:30 - What are retail/banking leaders working on right now. | 09:50 - Are organisations embracing transformation. | 12:20 - Consumer Confidence gap causes. | 14:16 - Helping the customer during time of change. | 18:02 - The adoption of video channels.
Wednesday Oct 21, 2020
Wednesday Oct 21, 2020
Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus.
02:00 - Video shopping | 07:45 - Retail at the moment | 10:42 - Will video shopping channels be accepted? | 13:40 - WBR's Future stores | 19:54 - Traditional retail vs. modern problems | 23:49 - Captain powerpoint