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

How Is VR Transforming Patient Experience? With Denise Silber

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.
 
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Connect with Denise https://www.linkedin.com/in/denisesilber/
Find out more about VRforHealth - https://vrforhealth.com/

The Impact of Conversational AI on CX & the Workforce Crisis, With Rob Carpenter

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/

Uncovering CX Challenges in the Automotive Industry, With Daniel Haas

Daniel Hass, Senior Manager of Digital Experience at Toyota Motor Europe, uncovers some of the most burning CX challenges the automotive industry is currently facing. Adam and Valentina ask Daniel to introduce them to the problematic of "online-only" demand, digital innovation and the future of car dealerships.
 
Did you know that 63% of recent car buyers would consider buying their car online in the future but 82% of people intending to buy a car in the UK consider physical touchpoint with the dealer to be essential? What conclusions can be made from this reality? Daniel explains that the situation is not as black and white as some industry disruptors claim it to be.
 
Connect with Daniel to continue this exciting conversation - https://www.linkedin.com/in/danielphaas/
 
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What Is the Future of Patient Experience? With Maneesh Juneja

Maneesh Juneja is a Digital Health Futurist who has dedicated his entire career to studying and utilising emerging technologies to improve people's quality of life. In the last decade, Maneesh has been helping various organisations from start-ups to governments, hospitals and pharmaceutical companies to foresee possible future scenarios. He's consulting companies on how to become resilient, how to prepare for various outcomes of situations and how to stay customer-focused and relevant to their customers' needs.
 
Simon, Maneesh and Valentina will talk about the future of the NHS and the current challenges the healthcare industry is facing. We will dive deep into the topics of futuristic technology, data privacy, cybersecurity and much more.
 
Connect with Maneesh on Linkedin - https://www.linkedin.com/in/maneeshjuneja/
or Twitter - https://twitter.com/ManeeshJuneja
Check out his website - http://maneeshjuneja.com/
Link to the report on Ethics & Governance of Artificial Intelligence for Health https://www.who.int/publications/i/item/9789240029200

How to Apply Storytelling in User Experience, With Chris Ashby

Chris Ashby is a founder of a UX agency called We Are Heroes that offers a unique approach to designing user experience. Chris loves stories, he is a Sci-Fi enthusiast who looks at life through the lens of archetypal journeys, hence the name We are heroes. Today Chris gives you advice on how companies should manage their UX to achieve desired goals and deliver a nice, smooth and seamless user experience. More importantly, Valentina addresses the topic of storytelling - Chris' passion and asks him how it can be utilised in user experience.
Connect with Chris - https://www.linkedin.com/in/ashbychris/
Check out Chris' agency - https://www.weareheroes.digital/ 
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How to Achieve Customer Experience Excellence in 7 Steps, With Crystal D’Cunha

Crystal D'Cunha, award-winning customer experience leadership coach, Chief Experience Officer at The Inside View, Inc., mother, role model. In this episode, Crystal walks Valentina through her 7-step leadership training program, which recently won the gold award at the 2021 International Stevie Awards. She also gives inspirational advice to aspiring entrepreneurs.
Connect with Crystal - https://www.linkedin.com/in/crystald1/
Check out her website - https://gettheinsideview.com/
Note: CX Insider was recently selected among the Best 30 CX Podcasts by Feedspot! Link here  - https://blog.feedspot.com/customer_experience_podcasts/

How Can Traditional Banks Compete With Digital Challengers? With Bruno Pešec

This is not an easy question. Greg and Valentina interviewed Bruno Pešec, a business consultant, and compared the most significant obstructions traditional banks face on the journey of digitalization. Bruno talks in detail about the common causes for digital dropouts, the emphasis on psychological safety, and why traditional banks have lower customer satisfaction than their digital rivals.
Check out Bruno’s website https://www.pesec.no/

Insider View: The Future of Retail Banking | Branch Transformation 2021, RBR

Greg and Alessia attended this year's Branch Transformation and interviewed industry experts to bring you insights from the event. Branch Transformation is the world's leading conference dedicated to branch design, customer experience and strategy-driven transformation. A high-quality speaker programme forms the core of this two-day event, packed with thought-provoking case studies from leading banks, showcasing how they are using cutting-edge technology and human-centred design to drive real customer value. We spoke to Dominic Hirsch, Managing Director at RBR, Lynne Pitwood, Head of CX at Newcastle Building Society, Duncan Cockburn, Founder and CEO at OneBanks and Martin Shires, Business Development Manager at Glory. We are hoping to see you at Branch Transformation 2022 next year!

How to Build Customer Loyalty, With Paula Thomas

Paula Thomas, a customer loyalty expert and the podcast host of Let's Talk Loyalty, talks about the dos and don'ts when building loyalty programs. We discuss the latest Bond Loyalty Report, which introduced a new metric to predict customer spending. Greg and Paula share their favourite loyalty programs implemented by famous coffee makers. 
 
Find out more about Paula: https://letstalkloyalty.com/

How to Create an Inclusive Corporate Culture, With Stuart Anderson

46% of job seekers say that company culture is very important when applying for a job. Stuart Anderson, a Clientelling & Service Consultant at Selfridges, advises on how to help your employees adapt to your culture, implement a cultural change and what to do if your team is resistant to change. Is it okay to reject a candidate who is not a cultural fit? What does it mean anyway? Valentina addresses these controversial topics many people would disagree with. 
Connect with Stuart https://www.linkedin.com/in/stuart-anderson-9888b0130/