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
Monday May 22, 2023
Monday May 22, 2023
DNB is the largest bank in Norway, with over 2 billion USD in revenue last year. As their Head of Digital Customer Experience, Henriette Paus knows exactly how to modernise the customer journey for the digital age, and how to satisfy a rapidly changing market. In this episode, she shows us.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Henriette - https://www.linkedin.com/in/henriettepaus
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
Tuesday May 09, 2023
Tuesday May 09, 2023
Quantum computing is a reality. In a few years, supercomputers will break past the experimentation phase and elevate technological progress to new levels. But how will that look? How will the customer experience be affected? How can companies take advantage of the future? In this episode, we find out.
Greg and Marcell are joined by Napo Cornejo, Founder and Director of tech firm Geokapti, discussing all things quantum computers, artificial intelligence, society at large and the impact on CX.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Napo - https://www.linkedin.com/in/ncornejo/
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 Apr 24, 2023
Monday Apr 24, 2023
With 15 years of industry experience, Dominik Olejko is the Head of Customer Insights and Engagement for H&M in Eastern Europe. The global clothing retailer is constantly innovating their customer journeys with the latest technologies and both ChatGPT and the Metaverse are no exceptions. In this episode, Dominik explores the risks and benefits of rising AI tools, and how they may shape retail in the years to come.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Dominik - https://www.linkedin.com/in/dominikolejko/
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
Friday Apr 21, 2023
Tuesday Apr 11, 2023
Tuesday Apr 11, 2023
Nigeria is currently undergoing a tumultuous time with the introduction of a new currency and a governmental push towards a cashless society. This environment has created all kinds of financial pain points for customers, thus calling for greater understanding and maturity of CX.
Ubong Nkanta, Global Head of Customer Experience Governance for one of Nigeria's top 4 leading banks, shares his insights on the situation and explores the idea of CX maturity, in Episode 86 of the CX Insider Podcast.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Ubong - https://www.linkedin.com/in/ubong-nkanta/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Monday Mar 27, 2023
Monday Mar 27, 2023
In the modern age, one of the fundamental elements of work and content consumption is audio. Music. Speech. Sounds. Every day, we listen to digital audio. But do we ever stop and analyse how the quality of that audio is affecting us?
In this podcast, IRIS Audio Technologies' COO, Tom Darnell, walks us through some ear-opening findings about the role and impacts of audio quality on the customer and employee experience. The results will change the way you hear.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Tom - https://www.linkedin.com/in/tomdarns/
Discover Clarity - https://iris.audio/clarity-enterprise
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Monday Mar 13, 2023
Monday Mar 13, 2023
Ed is the Head of Customer Experience for online cycling retailer WiggleCRC. He's also worked for a range of brands with super-high customer loyalty including Explore Worldwide, Royal Caribbean Cruises, and Pret a Manger - during their revolutionary launch of the coffee subscription service in 2020.
In this episode, we explore the similarities and differences between those brands, what makes customers loyal, and how these tips can be applied to any CX strategy. Tune in now for the unmissable customer experience insights you won't find elsewhere.
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Ed - https://www.linkedin.com/in/edward-deason/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Monday Feb 27, 2023
Monday Feb 27, 2023
HSBC is the largest bank in Europe, with 2.93 trillion USD in assets, as of December 2021. In this episode, we speak to their Head of Global Brand Experience - Donata Peksa herself.
Join us as we explore the issues of diversity and inclusion, through the lens of transparency and CSR. We also touch on other key topics including sustainability and the cost-of-living crisis, linking each point back to the fundamental condition of customer experience, and how to deliver brand excellence in a matrix world.
Connect with Donata - https://www.linkedin.com/in/donata-peksa-phd-8b0a232/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Monday Feb 13, 2023
Monday Feb 13, 2023
Česká spořitelna is the Czech Republic's largest bank, but that doesn't hold them back from placing a core focus on the intimacy and quality of each customer's experience.
Listen in to find out how they prioritise CX across the organisation's various branches, how they educate customers in financial literacy, and why this practice is highly valuable. Featuring Monika Hruba, Česká spořitelna's Chief Financial Health and CX Officer.
Connect with Monika - https://www.linkedin.com/in/monikahruba/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com
Monday Jan 16, 2023
Monday Jan 16, 2023
In our first episode of 2023, we sat down with Duncan - CEO and Head of Innovation at Pomegranate, the behavioural experience agency who use neuroscience to create ethical customer journeys. Join us as we explore the dark practices of neuromarketing, how biases inform customer purchases, and why behavioural segmentation is superior.
Connect with Duncan - https://www.linkedin.com/in/duncan456/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/
Thank you to our sponsor - https://www.acftechnologies.com