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

Hello everyone, this is Valentina, the host of CX Insider. Our podcast started in 2019 to connect professionals from the CX space and share knowledge, insights and give advice on how to deliver the best customer experience. We invite researchers, academics and industry experts from retail, banking, government and healthcare to share their stories with you. So if you want to learn and join our community, hit the subscribe button and listen to our bi-weekly episodes.

Greg and Alessia attended this year's Branch Transformation and interviewed industry experts to bring you insights from the event. Branch Transformation is the world's leading conference dedicated to branch design, customer experience and strategy-driven transformation. A high-quality speaker programme forms the core of this two-day event, packed with thought-provoking case studies from leading banks, showcasing how they are using cutting-edge technology and human-centred design to drive real customer value. We spoke to Dominic Hirsch, Managing Director at RBR, Lynne Pitwood, Head of CX at Newcastle Building Society, Duncan Cockburn, Founder and CEO at OneBanks and Martin Shires, Business Development Manager at Glory. We are hoping to see you at Branch Transformation 2022 next year!

Paula Thomas, a customer loyalty expert and the podcast host of Let's Talk Loyalty, talks about the dos and don'ts when building loyalty programs. We discuss the latest Bond Loyalty Report, which introduced a new metric to predict customer spending. Greg and Paula share their favourite loyalty programs implemented by famous coffee makers.    Find out more about Paula: https://letstalkloyalty.com/

46% of job seekers say that company culture is very important when applying for a job. Stuart Anderson, a Clientelling & Service Consultant at Selfridges, advises on how to help your employees adapt to your culture, implement a cultural change and what to do if your team is resistant to change. Is it okay to reject a candidate who is not a cultural fit? What does it mean anyway? Valentina addresses these controversial topics many people would disagree with.  Connect with Stuart https://www.linkedin.com/in/stuart-anderson-9888b0130/

Allison Hartsoe, Founder & CEO of Ambition Data, shares her experiences as a female leader in the technology industry. She talks about the difficulties and challenges she has faced as a CEO and as a woman in business. Valentina addresses burning topics like gender biases in the workplace and the pressure on women to chase their careers and focus on their families. The host of the Customer Equity Accelerator Podcast recently published her book The Age of Customer Equity: Data-Driven Strategies to Build a Sustainable Company.  Find out more about Allison: https://www.linkedin.com/in/allisonhartsoe/ Read more about her latest book: https://www.amazon.co.uk/Age-Customer-Equity-Data-Driven-Sustainable/dp/1737518104/ref=sr_1_1?crid=3CN06RFAZJI1H&dchild=1&keywords=the+age+of+customer+equity&qid=1634315536&qsid=260-5733908-0796837&sr=8-1&sres=1737518104%2C0684864665%2CB07N7GRHNK%2CB00C7TB7ZE%2CB000H5U2NS%2CB082QMHW3R%2CB07TXGM2MJ%2CB07MXYK7NW%2CB07JL13H4K%2CB07WVRL2NZ%2CB07BH2VXXL&srpt=ABIS_BOOK

Michael Solomon, a Professor of Marketing at St Joseph’s University in Philadelphia, adapts traditional marketing techniques to the needs of postmodern consumers, the new chameleons. Michael advises CX leaders on how to connect with consumers who do everything they can to escape stereotypically targeted campaigns. Valentina's questions a shift to future technological advancements - humanoid robots. Will the Uncanny Valley soon become a relic of the early 21st century? How can consumers build trust with socially assistive robots? Can they replace a human connection? Find out more on Michael's website: https://www.michaelsolomon.com/ Read Michael's book: https://www.amazon.co.uk/New-Chameleons-Connect-Consumers-Categorization-ebook/dp/B08PQ2B8XH/ref=sr_1_1?dchild=1&keywords=michael+solomon+how+to+connect&qid=1633303997&sr=8-1

Sergio Feo, Director of Customer Experience, started working for Pibank, a challenger bank based in Spain, in 2017. In this episode, he shares their story of becoming one of the top banks with the highest customer satisfaction. Feo emphasizes the importance of creating a strong value proposition that guides major corporate decisions and acts as the building block in gaining trust with customers. Valentina is becoming strongly convinced that she will own a self-driving car in the future…   Connect with Sergio on LinkedIn https://www.linkedin.com/in/sergiofeo/

Why are vision and mission statements often so overlooked? Most companies have them, but employees often don't even know what they are. Jose Herrera, Co-Founder and CEO of Hire Horatio, talks about the importance of these branding components when delivering satisfactory customer experience. We also cover the most discussed topics, such as balancing technology and the human touch or the best practices for communicating your client’s brand voice.   Jose's LinkedIn Profile - https://www.linkedin.com/in/joseherrerap/ Visit Hire Horatio website - https://hirehoratio.com/

In episode 53, Valentina speaks to Dan Gingiss, an international keynote speaker, author of an upcoming book, The Experience Maker and a podcaster of The Experience This! Show. Dan believes that generations appreciate authentic brand voice and reward businesses that build relationships with their customers. He elaborates on the future of CX and advises aspiring marketing professionals who aim to build their careers in customer experience.   Find out more about Dan Gingiss https://dangingiss.com/ Pre-order Dan's book The Experience Maker: https://www.amazon.com/Experience-Maker-Remarkable-Experiences-Customers/dp/163195458X/

Ben Segal, Senior Director of CX at Pair Eyewear, shares the CX story of Freshly, a NY-based meal delivery company. Building a CX program from zero in a hyper-growth company is a tough challenge. Ben describes what he did to achieve a successful outcome and what he is doing differently at Pair Eyewear.  Connect with Ben on LinkedIn - https://www.linkedin.com/in/benjaminwsegal777/