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
Tuesday Sep 13, 2022
Tuesday Sep 13, 2022
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/
Tuesday Aug 16, 2022
Tuesday Aug 16, 2022
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/
Monday Aug 01, 2022
Monday Aug 01, 2022
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/
Monday Jul 18, 2022
Monday Jul 18, 2022
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
Monday Jul 04, 2022
Monday Jul 04, 2022
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/
Monday Jun 13, 2022
Monday Jun 13, 2022
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
Wednesday May 25, 2022
Wednesday May 25, 2022
What is the future of work? How will AI impact frontline workers in the public sector? Dr Stephen Jeffares from the University of Birmingham asked public sector workers what they think of digital technology and artificial intelligence. And it's really interesting.
Read more about Stephen's research - https://link.springer.com/book/10.1007/978-3-030-54084-5
Monday May 09, 2022
Monday May 09, 2022
War, inflation, energy bills, labour shortage… How do we deal with all of this? Leadership expert Meridith Elliott Powell talks to Greg and Valentina about this topic and advises the audience on what to do in times of uncertainty and how to turn their fears into opportunities.
Check out Meridith's website - https://meridithelliottpowell.com/
Learn more about her latest book - https://www.amazon.co.uk/Thrive-Strategies-Uncertainty-Competitive-Advantage-ebook/dp/B08XBN7SDN/ref=sr_1_4?crid=2M81691CMXPUX&keywords=meridith+elliott+powell&qid=1651837342&sprefix=meridith+elliott+powell%2Caps%2C51&sr=8-4
Tuesday Apr 26, 2022
Tuesday Apr 26, 2022
In 2019 researchers at UCLA found that medical students who received VR training managed to repair a bone fracture 20% faster than students who received traditional training. A lot of studies show how VR training is highly efficient. However, the use of VR in healthcare facilities is still not as widespread as one would imagine.
Denise Silber, the co-founder of VRforHealth, talks to Valentina and Simon about the opportunities VR is offering to healthcare practitioners. We ask Denise about the use cases of such innovation and how it can help improve patient experience.
Check our bonus content on our LinkedIn Page! https://linktr.ee/cxinsider
Connect with Denise https://www.linkedin.com/in/denisesilber/
Find out more about VRforHealth - https://vrforhealth.com/
Monday Apr 11, 2022
Monday Apr 11, 2022
The global workforce crisis is real and huge. Rob Carpenter, Founder & CEO of Valyant AI talks to Greg and Valentina about the capabilities of conversational AI and at the same time, he addresses its limitations - the inability to keep up with the creativity of human language.
Conversational AI is building a solid reputation for improving CX but also increasing concerns about its impact on the job market. Despite being the CEO of a company deploying the AI tool in the restaurant industry, Rob provides a realistic viewpoint on the (supposedly) dystopian future.
Check out Rob's profile - https://www.linkedin.com/in/rob-carpenter/