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

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/

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/

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/

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/

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/
 

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

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/

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
 
 
 

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

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