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

Perfecting the Human Experience in a World of AI - w/ John Sills (The Foundation)

John Sills is the Managing Partner at The Foundation & Author of The Human Experience. From working at a market stall in Essex 25 years ago, to advising organisations like Sky, UNICEF, Morrisons & eBay, John learnt from an early age what customer experience truly means and the impact it has on consumers. John has achieved incredible success at HSBC and now The Foundation, helping them innovate and build their customer-led approach. In this episode, we dive into customer experience success stories, advancements of AI, the balance of the functional and human experience, and answering the question “does customer loyalty truly exist?”.For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?YouTube - https://youtu.be/zXhpQtRFoEo?si=fSUoT_OFf1sJuKAh Connect with John - https://www.linkedin.com/in/johnjsills/ Become a CX Insider - https://www.linkedin.com/company/6882...Check out our website - https://cxinsider.com/Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/ 

Age of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco)

Andrew Carothers is the Digital Customer Experience Leader for Cisco Systems, an American multinational digital communications technology conglomerate. He is here to tell us all about the AI usage when communicating with clients in multiple languages, generational clashes when working and the teenage years of Customer Experience. In this episode, we will go over the new age of the customer and the power that customer experience has over other consumer touch-points.For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?YouTube - https://youtu.be/by-P9oJ2QXc?si=1qTOEYZLYM9_U3DXConnect with Andrew - https://www.linkedin.com/in/andrew-ca...Become a CX Insider - https://www.linkedin.com/company/6882...Check out our website - https://cxinsider.com/Thank you to our sponsor! - https://www.acftechnologies.com/

100th Episode Special - The Best Moments

Welcome to CX Insider’s 100th anniversary episode, showing you the best moments from our expert guests, full of exclusive insights, finished off with our funniest & best quick-fire question answers! In this episode, we look at all the various different industries we have had on the podcast, featuring insights from: Retail experts like Marc Montagne (Vacheron Constantin), Dominik Olejko (H&M), Lysa Hardy (Hotel Chocolat), Sham Aziz (Selfridges).Automobile experts like Dr Clare Mutzenich (7th Sense Research), Andreas Shmelzer (Porsche Holding), Mats Bredbog (Volvo). Financial / Banking experts like Donata Peksa (HSBC), Ubong Nkanta, Jorge & Javier (Santander), Andy Willmot (OneBanx), Piers Watson (NFU Mutual). Finished off with the most iconic quick-fire questions from Katie Bowden (NEXA), Harry Ashbridge (Monzo), Andreas Shmelzer (Porsche Holding), Lysa Hardy (Hotel Chocolat), Andrei Calin (BCR Bank), Tom Darnell (Iris), Ty Givens (CX Collective), Jorge & Javier (Santander), Benoit Soucaret (Merkle), Sham Aziz (Selfridges), Andy Willmot (OneBanx), Mona Ibrahim (Bank of Egypt), Mats Bredbog (Volvo). Join us on this trip down memory lane!

Preparing Customer Service for the Holiday Season - w/ Ty Givens (CX Collective)

Ty Givens is the founder and CEO of the CX Collective, a company providing implementation advice and services for building and scaling customer experience operations. She is here to tell us about how companies can prepare for holiday seasons. In this episode, we will look at the usage of chatbots and AI when handling retail, as well as the journey Ty has gone through with CX Collective and examples of projects she has worked on!
 
Content Connect with Ty - https://www.linkedin.com/in/tybryantgivens/
 
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
 
YouTube - https://youtu.be/KMO-WpMxH0s?si=0MQ9gjm4YQP9XU32
 
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Open Banking: The Shared Branch Model of the Future - w/ Andy Willmot (OneBanx)

Andy Willmot is a software engineer and digital technology specialist that works for OneBanx as Chief Technology Officer. He is here to tell us all about the emergence of OneBanx through the rise of Open Banking. In this episode, we look at the future of Banking as well as the technology that should be implemented for the benefit of the customers. 
 
Content Connect with Andy - https://www.linkedin.com/in/andywillmot/
 
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
 
YouTube - https://youtu.be/icjanXhE7jo?si=EcEJb-ybVnbrh_gp 
 
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Luxury Watches and the Rise of eCommerce - w/ Marc Montagne (Vacheron Constantin)

Marc Montagne is the Head of Digital Marketing and eCommerce for one of the oldest luxury watchmakers in Europe, Vacheron Constantin. In this episode, we hear about the unique selling environments of luxury watches, how the industry has been impacted by recent trends, and why intimacy is crucial to the customer experience. Watch this space!
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Marc - https://www.linkedin.com/in/marcmontagne/
Marc's Book - Invest in Watches: The Art of Watch Collecting
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How Lean Six Sigma Enhances the Banking Experience – w/ Annie Mamigonians

Annie Mamigonians is a consultant that aims to deliver optimal customer experience to her clients using the expertise she developed throughout her engineering, pharmaceutical and financial services career. In this episode, we look at how continuous improvement and lean principles can be applied to the banking industry. 
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Join us on LinkedIn - https://www.linkedin.com/company/cx-i...
Connect with Annie - https://www.linkedin.com/in/annie-mam/
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Why is Patient Experience Overlooked in Healthcare – w/ Katie Bowden (NEXA)

Katie Bowden is the Service Design and Delivery Director of Nexa, an Australian customer experience company that specialises in delivering innovative solutions when streamlining the customer journey. In this episode we talk about patient journeys within the healthcare industry, as well as exploring the importance of service design for improving the patient experience.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Katie - https://www.linkedin.com/in/katie-bowden-2bb9b1a9/
Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 
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Why Human Behaviour is VR’s Biggest Enemy - w/ Dr Clare Mutzenich (7th Sense Research)

Dr Clare Mutzenich has an extensive history in analysing human psychology, and she now works as the Associate Director for research company 7th Sense, leading consumer insight projects across the automotive and luxury sectors. In this episode, we unpack the neuroscience behind purchase decisions, explore why virtual reality is somewhat incompatible with the human race, and discuss how customer journeys can be improved through deeper social listening.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Clare - https://www.linkedin.com/in/clare-mutzenich/
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The Sustainable Banking Dilemma - w/ Estrella Moya (Triodos)

Triodos is a European bank that places a large focus on upholding sustainability and creating community through its financial services. As the Head of Marketing in Spain, Estrella Moya walks us through what sustainable banking actually looks like, what it can mean for a customer's experience, and how you can apply these ideals to any business model as well as your personal life.
For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?
Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast
Connect with Estrella - https://www.linkedin.com/in/estrellamoya/
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