
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

Monday Oct 18, 2021
What Makes a Great Female Leader, With Allison Hartsoe
Monday Oct 18, 2021
Monday Oct 18, 2021
Allison Hartsoe, Founder & CEO of Ambition Data, shares her experiences as a female leader in the technology industry. She talks about the difficulties and challenges she has faced as a CEO and as a woman in business. Valentina addresses burning topics like gender biases in the workplace and the pressure on women to chase their careers and focus on their families. The host of the Customer Equity Accelerator Podcast recently published her book The Age of Customer Equity: Data-Driven Strategies to Build a Sustainable Company.
Find out more about Allison: https://www.linkedin.com/in/allisonhartsoe/
Read more about her latest book: https://www.amazon.co.uk/Age-Customer-Equity-Data-Driven-Sustainable/dp/1737518104/ref=sr_1_1?crid=3CN06RFAZJI1H&dchild=1&keywords=the+age+of+customer+equity&qid=1634315536&qsid=260-5733908-0796837&sr=8-1&sres=1737518104%2C0684864665%2CB07N7GRHNK%2CB00C7TB7ZE%2CB000H5U2NS%2CB082QMHW3R%2CB07TXGM2MJ%2CB07MXYK7NW%2CB07JL13H4K%2CB07WVRL2NZ%2CB07BH2VXXL&srpt=ABIS_BOOK

Monday Oct 04, 2021
How to Connect With Consumers Who Defy Categorization, With Michael Solomon
Monday Oct 04, 2021
Monday Oct 04, 2021
Michael Solomon, a Professor of Marketing at St Joseph’s University in Philadelphia, adapts traditional marketing techniques to the needs of postmodern consumers, the new chameleons. Michael advises CX leaders on how to connect with consumers who do everything they can to escape stereotypically targeted campaigns. Valentina's questions a shift to future technological advancements - humanoid robots. Will the Uncanny Valley soon become a relic of the early 21st century? How can consumers build trust with socially assistive robots? Can they replace a human connection?
Find out more on Michael's website: https://www.michaelsolomon.com/
Read Michael's book: https://www.amazon.co.uk/New-Chameleons-Connect-Consumers-Categorization-ebook/dp/B08PQ2B8XH/ref=sr_1_1?dchild=1&keywords=michael+solomon+how+to+connect&qid=1633303997&sr=8-1

Monday Sep 20, 2021
How to Build Customer Trust, With Sergio Feo
Monday Sep 20, 2021
Monday Sep 20, 2021
Sergio Feo, Director of Customer Experience, started working for Pibank, a challenger bank based in Spain, in 2017. In this episode, he shares their story of becoming one of the top banks with the highest customer satisfaction. Feo emphasizes the importance of creating a strong value proposition that guides major corporate decisions and acts as the building block in gaining trust with customers. Valentina is becoming strongly convinced that she will own a self-driving car in the future…
Connect with Sergio on LinkedIn https://www.linkedin.com/in/sergiofeo/

Monday Sep 06, 2021
Monday Sep 06, 2021
Why are vision and mission statements often so overlooked? Most companies have them, but employees often don't even know what they are. Jose Herrera, Co-Founder and CEO of Hire Horatio, talks about the importance of these branding components when delivering satisfactory customer experience. We also cover the most discussed topics, such as balancing technology and the human touch or the best practices for communicating your client’s brand voice.
Jose's LinkedIn Profile - https://www.linkedin.com/in/joseherrerap/
Visit Hire Horatio website - https://hirehoratio.com/

Monday Aug 23, 2021
Monday Aug 23, 2021
In episode 53, Valentina speaks to Dan Gingiss, an international keynote speaker, author of an upcoming book, The Experience Maker and a podcaster of The Experience This! Show. Dan believes that generations appreciate authentic brand voice and reward businesses that build relationships with their customers. He elaborates on the future of CX and advises aspiring marketing professionals who aim to build their careers in customer experience.
Find out more about Dan Gingiss https://dangingiss.com/
Pre-order Dan's book The Experience Maker: https://www.amazon.com/Experience-Maker-Remarkable-Experiences-Customers/dp/163195458X/

Monday Jul 26, 2021
How to Scale Your Customer Experience, With Ben Segal
Monday Jul 26, 2021
Monday Jul 26, 2021
Ben Segal, Senior Director of CX at Pair Eyewear, shares the CX story of Freshly, a NY-based meal delivery company. Building a CX program from zero in a hyper-growth company is a tough challenge. Ben describes what he did to achieve a successful outcome and what he is doing differently at Pair Eyewear.
Connect with Ben on LinkedIn - https://www.linkedin.com/in/benjaminwsegal777/

Tuesday Jul 13, 2021
Has Customer Obsession Gone Too Far? With Steve Anderson
Tuesday Jul 13, 2021
Tuesday Jul 13, 2021
Steve Anderson, an expert in strategic risk and business growth, professional speaker and author of the Bezos Letters: 14 Principles to Grow your Business like Amazon. The principles were originally extracted from Bezos’s annual letters to shareholders, further analysed and split into 14 different principles which create repeatable growth cycles. Some of the principles are explained in detail in the episode. Did Amazon become the most customer-centric business in the world at the expense of their employee experience? This book is a must-read for every business major.
For more information visit https://thebezosletters.com/

Monday Jul 05, 2021
50th Episode Special
Monday Jul 05, 2021
Monday Jul 05, 2021
CX Insider celebrates its 50th episode! Valentina, Greg, Adam, Simon and Antonio sit together and reflect on the most entertaining episodes they have recorded. From the very first episode, the podcast has been through a massive transformation. They take the listeners behind the scenes and talk about how the concept of podcasting started and gradually evolved.
01:30 - Where did the idea come from? I 04:33 - What was the purpose? I 06:31 - Things we never shared before I 09:31 - The best episodes

Wednesday Jun 23, 2021
How Video Consultations Enhance Customer Experience, With Stuart Fearn
Wednesday Jun 23, 2021
Wednesday Jun 23, 2021
Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connect with customers. Stuart explains how this solution became an integral part of their customer success strategy.
Stuart's LinkedIn Profile - https://www.linkedin.com/in/stuart-fearn-mbe-3602761a/
01:17 - Stuart's vision of the branch of the future I 04:24 - Customer service during the pandemic I 05:52 - Views on customer service automation and digitalisation I 07:59 - Video as another channel I 11:31 - The challenges of implementing new technology I 14:14 - Will video replace F2F service?

Monday Jun 07, 2021
You Can't Make This Sh*p Up, With Paul Rutter
Monday Jun 07, 2021
Monday Jun 07, 2021
Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having been working in CX for almost 40 years, Paul teaches business leaders how to deliver More Than Perfect service and explains why perfect experience is only the starting point. Valentina guides her listeners through Paul's stories with an engaging commentary and euphonious sound effects.
Visit Paul's official website: https://www.paulrutterspeaks.com/
Contact Paul on LinkedIn: https://www.linkedin.com/in/parutter/
Read Paul's book: https://www.amazon.co.uk/Repeat-Business-Inc-Staying/dp/1542637813/ref=sr_1_1?dchild=1&keywords=business+inc%3A+paul+rutter&qid=1623011095&sr=8-1
01:32 - Paul's background I 06:14 - COVID19 and the cruise industry I 09:12 - Customer is always right I 11:30 - Building brand loyalty I 13:55 - Creating the More Than Perfect experience I 18:17 - Exceeding customer expectations I 21:42 - Employee experience I 25:06 - The One With Naked Customers...