00:00 – Opening thoughts: Building with purpose

#CXInsider #EONNext #CustomerExperience #DigitalTransformation #Leadership #Innovation #CompassFramework #Podcast #AbdulEon

What does it take to reinvent food innovation? 🍴

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 the food manufacturing industry innovates.

This episode is a masterclass in creativity, leadership, and customer experience — for anyone passionate about innovation that actually tastes different.

🎧 Brought to you by EME Worldwide — experts in brand and experience design.

00:00 – Welcome to CX Insider

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

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 packed with real insights and practical mechanisms for founders, CX leaders, and innovators in any industry.

Content:

00:00 – Intro: Scaling with Purpose

00:47 – From Headsets to Global CX Strategy

03:07 – Trust Over Charm

07:50 – Universal Truths in CX

09:46 – Mechanisms vs. Mantras

13:23 – CX Across Silos

17:11 – The Myth of Customer Delight

21:37 – Global Scale, Local Relevance

24:50 – Don’t Wait for Breakage

28:18 – Unmute the Customer

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 Customer Experience

24:45 – Surfacing the Right Data

28:20 – Navigating Regulations like GDPR

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 be—this conversation is for you.

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 Computers’

14:05 – IT Challenges

18:59 – Measuring UX

22:50 – Fixing Air Force IT

26:04 – COVID-19

30:28 – Identifying Customers

38:17 – Tech Upgrades

49:28 – Improving PCS

In this episode of the CX Insider Podcast, we sit down with William Connors, Head of IT at Wingstop, to dive into the fast-growing world of fast food, technology, and customer experience. From his incredible career journey spanning Canada, Japan, the Caribbean, and the UK, to the role of AI, mobile ordering, and open banking in fast food, William shares exclusive insights into how Wingstop is revolutionising the industry.

Content:

00:00 - Introduction

00:55– A Fast Food Career

07:54– Emerging Technology

14:20– Employee Experience

22:06– Global Expansion

26:50– Community First

37:06 – Business Growth

40:49 – Loyalty Schemes

46:34 – The Future

51:54 – Quick Fire Questions

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 Structures

10:50 – The Role of Leadership in Education

17:48 – Learning, Unlearning & Relearning

22:49 – Universities as Agile Businesses

34:48 – AI in Education

39:31 – Advice for Employers Hiring Graduates

44:50 – Quick Fire Questions

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 with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.

Content:

00:00 - Introduction

02:48– The Evolution of CX

05:44– Business Impact

08:10– AI’s Role In CX

14:52– Personalisation

18:52 – 2025 Strategy

22:00 – Avoiding Mistakes

26:09 – Trust & Engagement

28:26 – Human Interaction

31:35 – Looking Ahead