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PODCAST

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

ACF Technologies

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

business marketing

All Episodes

30:52

"creating impact in what you build"- W/Abdul Khaled...

CX Insider - Customer experience leaders sharing... ·

2025/10/23

🕒 Timestamps:00:00 – Opening thoughts: Building with purpose 00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next 00:49 – Abdul’s career journey: from engineer to CX leader 02:13 – How psychology shapes customer experience 03:26 – Introducing Compass: operationalising CX strategy 05:03 – Why relying on surveys alone can be dangerous 06:06 – Behavioural insight: the “fruit bowl” example 🍎 07:30 – Turning feedback into action through real-world testing 08:39

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41:02

Brand activation using innovation centres W/ Ian Toal...

CX Insider - Customer experience leaders sharing... ·

2025/10/23

What does it take to reinvent food innovation? 🍴 In this episode of CX Insider, we sit down with Ian Toll, CEO of Oscar Mayer UK, to uncover the story behind the Gastro Hub — a fully choreographed innovation centre built to transform how ideas in the food industry are created, tested, and brought to life. Ian shares his journey from leading global restaurant chains to pioneering immersive innovation at Oscar Mayer. Discover how choreography, sensory experiences, and collaboration are redefining how

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36:49

the title is "a placement students' bible" - W /...

CX Insider - Customer experience leaders sharing... ·

2025/07/23

In this episode, we flip the mic as Elysia—our Marketing Executive, podcast editor, and host—sits on the other side of the sofa to reflect on her transformative placement year. From navigating a tough recruitment process to running a podcast solo, Elysia shares honest insights, valuable tips, and the lessons that shaped her journey.Content: 00:00 – “Don’t wait for opportunities” – Elysia core mindset 01:18 – Starting the placement year & studying at Loughborough 02:40 – How she found her

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31:49

"don't wait for things to break" - W / Zertashia Awan...

CX Insider - Customer experience leaders sharing... ·

2025/06/02

In this episode of the CX Insider Podcast, we’re joined by Zertashia, Director of Customer Experience at Amazon, for a deep-dive into what truly defines world-class customer experience at scale. We unpack how Amazon scales empathy, trust, and operational excellence globally—making customer experience not just a principle, but a system embedded into every layer of the organisation. From treating defects like data points to ensuring customers are never metaphorically "on mute," this conversation is

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31:21

"managing data in the age of AI" - W / Janet Xinyi...

CX Insider - Customer experience leaders sharing... ·

2025/04/25

In this episode, we sit down with Janet Xinyi Guo, a leading expert in data management and digital transformation at Lloyds. With over 7 years of experience driving one of the UK’s largest digital transformation programs, Janet brings deep insights into the intersection of AI, data ethics, and responsible data usage.Content: 00:00 – Introduction 03:15 – What is Data Ethics? 06:40 – The Role of AI 10:20 – Responsible AI 14:05 – Data Centralisation 17:30 – Data Storage 21:10 – Enhancing

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33:24

"track, assess, & classify risks" - W / Keir...

CX Insider - Customer experience leaders sharing... ·

2025/04/07

In this episode, we sit down with Keir Henderson, Financial Services Account Executive at Precisely. Keir shares deep insights into AI governance, policy challenges, international cooperation, and the philosophical tensions driving today’s AI landscape.From existential risk to frontier models, we explore the crossroads of technology, politics, and ethics in shaping our collective AI future. If you're interested in how governments are preparing for the age of powerful AI systems—or how we should

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55:29

"Accelerate, Change, or Lose" - W / Colt Whittall...

CX Insider - Customer experience leaders sharing... ·

2025/03/17

In this episode of the CX Insider Podcast, we sit down with Colt Whittall, the Managing Partner and Founder of Bravo17. Colt shares insights from his incredible career in digital transformation, IT strategy, and user experience at scale, including his pivotal role in modernizing IT for 700,000+ personnel.If you're passionate about CX, IT transformation, and leadership in large organizations, this episode is a must-listen! Content: 00:00 - Introduction 00:50 – Colt’s Career 09:44 – ‘Fix Our

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49:02

"Learn, Relearn & Unlearn" - W / Sam Grogan...

CX Insider - Customer experience leaders sharing... ·

2025/02/17

In this episode of the CX Insider Podcast, we’re joined by Professor Sam Grogan, Pro Vice-Chancellor of Education and Student Experience at Loughborough University. We dive into the future of education, the essential skills students need for a 40-year career, and how universities must evolve to meet the demands of a rapidly changing world.Content: 00:00 – Introduction 03:10 – Preparing Students for the Future 05:03 – Technology & Social Skills in Education 07:29 – Rethinking University

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32:24

"Your Customers Expect More" - W / Andrew Carothers...

CX Insider - Customer experience leaders sharing... ·

2025/02/03

In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes. With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed

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44:38

AI Is Disrupting The Legal Industry - W / Alex Karim...

CX Insider - Customer experience leaders sharing... ·

2025/01/20

Welcome back to another electrifying episode of the CX Insider Podcast 🎙️In this jam-packed conversation, we sit down with Alex Karim, AI Architect at Microsoft and innovation enthusiast, to dive into the cutting-edge technologies which are reshaping industries and our everyday lives. From smart glasses that record your world to the state of the metaverse, this episode is a rollercoaster ride of tech insights, personal stories, and bold predictions for the future. Whether you're a tech

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01:03:13

Entrepreneurialism: Making Success Happen - Ajmal...

CX Insider - Customer experience leaders sharing... ·

2025/01/08

In this episode of CX Insider, we sit down with Ajmal Mushtaq, the CEO and founder of Boss Pizza, to uncover how he went from a law graduate and corporate career to building one of the UK’s largest takeaway operations. Ajmal shares his inspiring journey, the sacrifices he made, and how he turned a struggling family restaurant into a revolutionary pizza brand that's reshaping the food industry.Contents: [0:00:00] Introduction to Ajmal & Boss Pizza [0:01:42] Career Journey: From Law to Pizza

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30:52

The CX Insider Christmas Special #123

CX Insider - Customer experience leaders sharing... ·

2024/12/04

In this festive episode, we are bringing you the perfect opportunity to get into the Christmas spirit! With all of your favourite CX Insider's, our two teams will battle it out, hoping to become the first-ever Christmas winner! We'll even be giving you a run down of which mince pies you should be investing in this holiday season!Round 1: Mince Pie Matching Round 2: Finish The Lyric Round 3: Christmas Quiz Round 4: True or False

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42:22

Are Customer Surveys Dead? - W / Sharad Khandelwal...

CX Insider - Customer experience leaders sharing... ·

2024/11/18

In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation.Content: [00:00:29] Introduction [00:00:50]

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42:54

The Future Of Optical Retail With Personalisation - W...

CX Insider - Customer experience leaders sharing... ·

2024/11/04

In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision. Content: 00:00 -

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37:56

Black Hawks To Banking - w / Ronelle Arbib from...

CX Insider - Customer experience leaders sharing... ·

2024/10/21

In today's episode, we are joined by Ronelle Arbib, COO of Recognise Bank, to discuss her fascinating career journey, from the Air Force to leading customer-focused innovations in the financial sector. Tune in for insights into SME banking, building customer relationships, and the importance of female empowerment in traditionally male-dominated industries. Get ready for a deep dive into banking, leadership, and more!Content: [00:00:20] – Air Force to Banking [00:03:10] – Building The

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39:10

Securing Time And Trust With Customer Experience - w...

CX Insider - Customer experience leaders sharing... ·

2024/09/30

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9Today, we are joined by Monique Theile, Head of Complaint Management at Chrono24, to explore how security, trust, and customer experience are interwoven in the luxury market. Get ready for insights on certification programs and some unexpected customer complaints. Find out more in this episode! Become a CX Insider - https://www.linkedin.com/company/cx-insider/ Check out our website

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35:55

The Future of Automotive Cockpits and Global Design...

CX Insider - Customer experience leaders sharing... ·

2024/09/18

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9In this episode, we sit down with Gianluca Brugnoli, VP of Design at TomTom. We explore the future of automotive technology, personal navigation, and the role of AI in transforming the driving experience. Gianluca shares insights on how car makers are adapting to the digital age, the challenges of smartphone mirroring, and how AI-driven innovations like voice interaction and

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41:02

Brand Activation Using Innovation Centres

CX Insider - Customer experience leaders sharing... ·

2024/09/02

In this episode, we sit down with Ian Toal, the CEO of Oscar Mayer UK, to talk about brand activation using innovation centres. With David Martin (M Worldwide) as co-host, we discuss the pair's recent business venture - The Gastro Hub. Ian shares his unique insights from a remarkable 38-year career, ranging from food manufacturing to running over 600 restaurants across 13 countries. Discover how he’s transforming the future of food with cutting-edge innovation centres and bold new concepts.

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29:09

Challenges of Employee Retention and Finding Your...

CX Insider - Customer experience leaders sharing... ·

2024/08/19

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇https://tinyurl.com/3hvjf2j9 Dive into a riveting conversation with William Gilchrist, the CEO and Founder of Konsyg, as he shares his journey from Chicago to becoming a sales powerhouse in Asia. With over 15 years in Singapore and 20 years in Asia, William has a wealth of experience in navigating the complexities of global sales. Discover how Konsyg has revolutionized the sales outsourcing industry by providing an

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32:38

Inside The Rebirth Of Bury FC

CX Insider - Customer experience leaders sharing... ·

2024/07/29

The Euro's have left us wanting more football talk! So here it is! We sit down with Neil Sears, the CEO of two-time FA Cup winners Bury FC, to discuss the club's remarkable journey to becoming fan-owned and the vital role volunteers play in the sporting world. We'll uncover the challenges and triumphs of maintaining a football club without traditional broadcast revenue, while also gaining some exciting insights into the power and impact of volunteers in sports.

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135 results

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