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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

Trailer

Wednesday Jan 05, 2022

Trailer

Wednesday Jan 05, 2022

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.

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Insider View: The Future of Retail Banking | Branch Transformation 2021, RBR

Wednesday Dec 15, 2021

Insider View: The Future of Retail Banking | Branch Transformation 2021, RBR

Wednesday Dec 15, 2021

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!

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How to Build Customer Loyalty, With Paula Thomas

Monday Nov 15, 2021

How to Build Customer Loyalty, With Paula Thomas

Monday Nov 15, 2021

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/

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How to Create an Inclusive Corporate Culture, With Stuart Anderson

Wednesday Nov 03, 2021

How to Create an Inclusive Corporate Culture, With Stuart Anderson

Wednesday Nov 03, 2021

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/

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What Makes a Great Female Leader, With Allison Hartsoe

Monday Oct 18, 2021

What Makes a Great Female Leader, With Allison Hartsoe

Monday Oct 18, 2021

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

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How to Connect With Consumers Who Defy Categorization, With Michael Solomon

Monday Oct 04, 2021

How to Connect With Consumers Who Defy Categorization, With Michael Solomon

Monday Oct 04, 2021

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

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How to Build Customer Trust, With Sergio Feo

Monday Sep 20, 2021

How to Build Customer Trust, With Sergio Feo

Monday Sep 20, 2021

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/

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How Do Vision & Mission Statements Play the Lead Role in CX Delivery? With Jose Herrera

Monday Sep 06, 2021

How Do Vision & Mission Statements Play the Lead Role in CX Delivery? With Jose Herrera

Monday Sep 06, 2021

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/

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How Are Millennials Setting the New Standard for Customer Experience? With Dan Gingiss

Monday Aug 23, 2021

How Are Millennials Setting the New Standard for Customer Experience? With Dan Gingiss

Monday Aug 23, 2021

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/

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How to Scale Your Customer Experience, With Ben Segal

Monday Jul 26, 2021

How to Scale Your Customer Experience, With Ben Segal

Monday Jul 26, 2021

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/ 

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