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
Friday Sep 18, 2020
Friday Sep 18, 2020
"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Home, which we had plenty of questions about.
Some of this content may seem dated… but with the possibility of a second lock-down looming, and the increasing popularity of remote work, the WFH advice remains as relevant as ever.
Connect with Carly - https://www.linkedin.com/in/themarketingrecruiter/
01:04 - 3 tips to be productive while WFH | 09:30 - Death of the office? | 12:35 - Feeling socially isolated | 15:05 - Video with a good user experience
Monday Aug 10, 2020
Monday Aug 10, 2020
TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big names in the financial industry. We also chat about the transformation of high street banking and what's important for the customers of today, which from Howard is really interesting - as he has always had a boots on the ground perspective when it comes to customer service.
Howard's site - https://www.spotlight.com/2934-1274-1289
01:58 Howard's story | 06:43 The changes in banking over the years | 08:42 Has the transformation of the high street influenced banking? | 09:37 Banks revolving the local community | 11:05 Multi-skilled bank employees | 13:32 What's important to the customer of today? | 14:41 Advice to decision makers | 17:27 Banks using spaces for events | 18:55 Banks are now more than just a financial service | 21:07 What's next for Howard
Wednesday Jul 29, 2020
Wednesday Jul 29, 2020
Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how Linking kids is helping children make proactive change for local communities at the root cause. Achieved through education, connection and empowerment of young people globally.
www.linkingkids.org
Email - info@linkingkids.org
Instagram - @linking_kids
00:34 - Introductions to Linking Kids | 03:24 - What does a Linking Kids Project look like? | 04:51 - How are children the future | 10:54 - The problem with mainstream charities | 12:35 - Benefits of a linking kids project & CISV | 15:29 - Virtual projects | 17:06 - Who can Linking kids help? | 18:47 - How a project would go from start to finish | 19:52 - What are the take-aways from a Linking Kids project?
Tuesday Jul 28, 2020
Tuesday Jul 28, 2020
Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformation in healthcare and introduction of widespread telemedicine as a result of COVID-19.
https://www.chipcard-salud.es/publica-web/index_es.htm
01:04 - Introductions | 02:29 - Chipcard Salud's mission | 03:30 - Being a CEO during COVID | 08:36 - How has COVID changed business? | 12:48 - Digital transformation in healthcare | 15:18 - Increase in healthcare activity post-COVID | 18:12 - How to better control the new flow of patients | 23:10 - Advice for other healthcare leaders
Friday Jun 26, 2020
Friday Jun 26, 2020
CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to better understand, and innovate throughout the patients journey.
Cinde's Website - https://medicaldraincarrier.com/
Cinde's Linkedin - https://www.linkedin.com/in/cdolphin/
00:34 - Introduction to Cinde Dolphin and her story | 03:13 - How Cinde's experience affected her patient-centric view | 06:50 - The patient is the innovator | 07:57 - How the corona virus might effect healthcare innovation | 10:06 - Healthcare innovation is changing globally | 11:59 - How the hospital waiting rooms are now a thing of the past | 13:50 - Small businesses and small innovations, large benefits | 16:35 - What healthcare leaders need to hear right now
Monday Jun 22, 2020
Monday Jun 22, 2020
On todays episode, we have the Richard Hadden - the author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience.
Richards Linkedin - https://www.linkedin.com/in/richardhadden/
Contented Cows partners and webinars - https://contentedcows.com/
00:35 Introductions & Simons hair trouble | 03:06 Engaged employees produce better results | 07:05 Digital challenger banks don't create the same experience | 09:57 Creating great customer experiences in the air | 13:12 Paying attention to employee engagement | 16:39 Why is a mission statement so important? | 18:52 Getting customer experience wrong | 21:05 helping employees see the impact of their work. | 24:49 Changes to employee and customer engagement in future
Monday May 25, 2020
Monday May 25, 2020
An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann (www.bla.london). We also chat about what organisations are doing for the good of society, during COVID-19.
If you like this episode, go to www.acftechnologies.com/podcast and subscribe, to have input into future episodes and get notifications.
Thursday May 21, 2020
Thursday May 21, 2020
Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19.
If you enjoy this episode, don’t to forget to subscribe to our mailing list and become a CX insider where you will receive all the valuable CX related content, and have the opportunity to give input into future episodes. Check out www.acftechnologies.com/podcast.
Monday Apr 20, 2020
Monday Apr 20, 2020
In this episode, we talk with one of the most creative people in business, Charlene Li about digital transformation and disruption as a result of the COVID-19 pandemic. We also talk about the implications on customer experience, and how to drive disruption in your industry or organisation as a leader. Over the next few weeks we are also launching a premium subscription called CX Insider, With all the best industry news and CX content so stay tuned to hear about how to get free access.
Friday Apr 03, 2020
Friday Apr 03, 2020
Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and joining a fitness community online.