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

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/

Reaching Net Zero in the Construction Industry, With Mats Bredborg

Mats Bredborg, Head of Customer Cluster Utility at Volvo Construction Equipment, talks to Valentina and Adam about his sustainability mission in the construction industry. Mats elaborates on the technical difficulties of sustainability transformation and the importance of empowering their employees to opt for greener choices. Valentina and Adam ask Mats to walk them through their Net Zero strategy, from vision to implementation and reporting.
 
Connect with Mats - https://www.linkedin.com/in/matsbredborg/
 

Why People Talk About Embedded Finance, With Spiros Margaris

Many articles on Google say that embedded finance is changing the world. Is it a real deal or just a buzzword?
Spiros Margaris, Founder of Margaris Ventures and No.1 Fintech, Blockchain and AI influencer, gives Valentina and Alex an honest opinion on the future of fintech, banking and retail. Spiros provides insightful examples and simple analogies. Margaris also explains why you should let your children be bored.
 
Find out more about Spiros here:
www.margarisventures.com
Email: contact@margarisventures.com
LinkedIn: https://www.linkedin.com/in/spirosmargaris/
Twitter: https://twitter.com/SpirosMargaris

How to Deliver Omnichannel Experience in the Car Industry, Aymen Ismail

Aymen Ismail, Head of Customer Engagement Solutions at smart Europe GmbH, says customer journey should be effortless and convenient. He talks to Adam and Valentina about driving change in the industry and utilising data to create a true omnichannel experience for the modern customer. Aymen's passion for people and cultures enabled him to gain experiences in various industries in multiple countries.
Connect with Aymen - https://www.linkedin.com/in/aymenismail/

The Power of Words, With Harry Ashbridge

In the world of online, written language is one of the most important types of communication. In today’s episode, Greg and Valentina talk to Harry Ashbridge, Head of CX & Writing at Monzo, who explains how businesses use language to communicate with their customers in the English-speaking world. In order to understand that, we need to go thousands of years back to Roman Britain.
 
Connect with Harry - https://www.linkedin.com/in/harryashbridge/
 
02:10 - Introduction of Harry | 08:48 - History of English | 17:11 - Language & CX | 20:30 - Using language to build trust | 27:08 - Internal communication | 35:05 - Tips & advice | 40:52 - Rapid fire questions