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

Why Financial Literacy is the Key to Customer Retention, with Monika Hruba

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 

How Neuroscience Can Transform Customer Journeys, with Duncan Thomas

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 

Emotion Design for Blended Experiences, With Yasmin Borain

Tribal Worldwide is a brand experience agency, specialising in creating the Total Experience for its clients by incorporating the six key pillars of CX. As their Chief Experience Officer, Yasmin Borain is highly passionate about emotion design and studying human behaviour to build blended customer experiences and shape the future of retail.
Join us in the final episode of 2022, as Adam and Valentina talk to Yasmin about emotion design and how it can power blended experiences. We'll be hibernating over the holiday period, charging up to make 2023 our best year yet!
Connect with Yasmin - https://www.linkedin.com/in/yasminborain/ 
Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Trust and Loyalty in a Cost-of-Living Crisis, With Piers Watson

In a time of economic recession, customers are becoming more price-sensitive and wary of their relationships with brands. This creates a formidable challenge for companies seeking to maintain trust and loyalty with their customers, especially in the insurance industry.
Hear Piers Watson, Head of Customer Experience at NFU Mutual, discuss how this hurdle can be overcome, with unmissable perspectives on customer relationships and how to do things right before doing the right thing.
Connect with Piers - https://www.linkedin.com/in/piers-watson-a6862b1/ 
Join our community - https://www.linkedin.com/company/cx-insider/ 

Customer Habits and Banking Biases, With Andrei Calin

BCR, the second-largest bank in Romania, is striving to optimise customer experience in a post-COVID era - when many customers are returning to physical services over the convenience of digital. Andrei Calin, Head of BCR's Customer Experience, discusses this shift and explores why researching consumer psychology could be the key to mastering CX in banking.
 
Connect with Andrei - https://www.linkedin.com/in/andrei-calin/

Secrets to a Sustainable Life and Brand, With Lysa Hardy

Lysa Hardy is not only the Chief Marketing Officer and Managing Director of Hotel Chocolat, the British luxury chocolatier, but she's also a Non-Executive Director for a property investment company, and the co-founder of her own skincare brand. Above all, Lysa has 4 kids. How does she balance it all?
 
In this episode, we dive into the secrets to leading a sustainable and prosperous life at home and at work. We cover topics including women in business, entrepreneurship, and compromise. We also explore Hotel Chocolat's excellent sustainability program and why it works. Hint: it's all about people!
 
Tune in to discover more.
 
Connect with Lysa - https://www.linkedin.com/in/lysa-hardy/

Driving Culture Change in Banking Through VoC, With Mona Ibrahim

COVID-19 has left a drastic impact on the relationship between digital and face-to-face banking. Mona Ibrahim, Specialist in Service Quality and Voice of Customer at the National Bank of Egypt, explores this change through the area of customer feedback, with insights into the best practices, approaches to complaints, categorisation tactics and data metrics. 
 
Connect with Mona - https://www.linkedin.com/in/mona-ibrahim-98339918b/

Business and the True Metaverse, With Benoit Soucaret

In this episode, Valentina and Greg talk to Chief Experience Officer Benoit Soucaret, from Merkle! Benoit explores the concept of the metaverse and what it actually means for consumers and businesses today. He dives into the metaverse's security and legal concerns, potential applications, and the impact it will have on customer experience.
 
Connect with Benoit on LinkedIn!
Benoit Soucaret - https://www.linkedin.com/in/benoitsoucaret/

IoT and the Future of Banking, With Jorge and Javier

In this episode, Valentina and Greg talk to experts from Santander Global T&O: Jorge Fernandez, Service Specialist, and Javier Hernandez, Project Delivery Manager.
Jorge and Javier explain the concept of the Internet of Things with its application in banking and describe the future of banking services in the retail environment. They also touch on the connection between IoT and sustainability and put the evolution of IoT into a global perspective.
 
Connect with Jorge and Javier on LinkedIn!
Jorge Fernandez - https://www.linkedin.com/in/jorge-fernandez-villa-profesional-informatico/
Javier Hernandez - https://www.linkedin.com/in/javier-d%C3%ADaz-hern%C3%A1ndez-53b5b326/

The Formula for Great Customer Service, With Sham Aziz

Sham Aziz, Head of Customer Service at Selfridges, joined Adam and Valentina to talk about his formula for great customer service. We dive into the latest tech trends, customer personas and brand equity. Sham provides his honest opinion on artificial intelligence and channel shifting.
 
Connect with Sham - https://www.linkedin.com/in/shamasaziz/