Chris & Greg's World of Customer Experience

Welcome to the Season 2 premiere of Chris and Greg's World of Customer Experience, featuring special guest Ian Hughes! Ian pulls back the curtain on the insurance sector, proving that an industry which might look incredibly dull from the outside is actually packed with fascinating customer behavior and internal drama.

We explore the modern explosion of highly specific coverage options, like gadget and wedding insurance, and unpack the delicate "equation of trust" that keeps consumers paying year after year for a product they hope to never actually use.

Ian also dives into the core message of his book, The Claim is the Promise, which examines how insurers perform on a customer's worst day when that ultimate promise is finally tested. Along the way, the guys roast the industry's notorious habit of jacking up annual renewal prices for their most loyal customers and discuss how companies could easily use the data they already have to provide a much more personalized, human experience. Tune in to find out why your next insurance claim is the ultimate test of corporate intimacy and reliability!

Founder and Director of CULTIVATE Customer Experience by Design. Katie is consistently ranked as a Top 20 Global CX Thought Leader.

Katie didn't start in a corporate boardroom. She started on the frontlines, working in restaurants, department stores, and then contact centres.

CX-ISM - The Philosophy of Customer Experience

Released in early 2025, the central thesis of Katie's book is right in the subtitle: "Build a Movement, Not Just a Strategy."

She argues that true business success doesn't lie in pricing, products, or marketing, but in the emotions of the customer. The book challenges leaders to move beyond buzzwords and superficial metrics to uncover the "soul" of customer experience, treating every touchpoint as a moment of human connection rather than a mere transaction.

As the tinsel goes up and the 2025 calendars come down, Chris de Souza and Greg Thomas trade their suits for Santa hats to reflect on a whirlwind year in Customer Experience.

From the tech breakthroughs that actually worked to the trends that were just "bah humbug," Chris and Greg break down the most impactful moments of 2025. But this isn't just a look back—it’s a roadmap for the future. Grab a glass of something festive and join the stalwarts as they peer into the crystal ball to predict what 2026 has in store for the world of CX.

What does a 200-year-old tradition of hand-stitched suits have to do with modern customer experience? More than you’d think.

In this episode, Chris and Greg sit down with James Sleater and Oliver Mumby of the renowned Cad & The Dandy. Prepare to have your perceptions challenged as they reveal how one of the world’s most traditional industries is utilizing cutting-edge technology to revolutionize customer service—without ever losing that "bespoke" personal touch.

In this episode, we dive into:

• The Literal Royal Treatment: How they handle customers who are quite literally Kings.
• Tech-Forward Tailoring: How data and technology ensure a flawless fit every time.
• The "Cigar Pocket" Philosophy: A masterclass in anticipating customer needs before they even ask.

Step inside the world of high-end tailoring and discover why, in the world of CX, the customer is always King.

Chris and Greg start their adventure in podcasting at the Contact and Call Centre Expo at the Excel in London, well, near the Expo, at the amazing Tapas Tapas, who we are very grateful for accommodating us.