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

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

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

  • “If AI Replaces Humans, We’re Doing It Wrong”/w Jhon Finch

    AI Isn’t Replacing Humans—It’s Here to Make Them Better | CX Insider Podcast

    In this episode of CX Insider, Tamil and Greg sit down with John Finch from RingCentral to explore the future of customer experience in the age of AI.

    From Silicon Valley insights to real-world applications, we unpack how AI is transforming customer conversations—without replacing the human touch. This episode dives into the balance between automation and empathy, and why the best customer experiences feel completely effortless.

    Whether you're in marketing, CX, or just curious about AI, this is a must-listen.

    ⏱️ Timestamps

    00:00 – The vision: AI as a system that continuously learns and improves

    00:37 – Introduction to John Finch & RingCentral
    01:07 – Why Silicon Valley shapes innovation in CX
    02:34 – The big question: AI vs human interaction in customer service
    03:02 – “AI isn’t replacing humans”—what it’s actually doing
    04:13 – The problem with traditional systems (IVRs & missed opportunities)
    05:42 – How AI improves revenue & customer satisfaction
    06:49 – Real-time AI assistance for customer service agents
    08:27 – What “effortless customer experience” really means
    09:39 – Introducing AI Receptionist & AI Representative (Air & Air Pro)
    11:00 – AI handling full customer transactions autonomously
    12:47 – How data & conversation intelligence power better CX
    15:45 – The future of customer expectations in an AI world
    18:10 – Why old CX tech created frustration (and how AI fixes it)
    20:53 – The shift to 24/7, human-like AI interactions
    22:44 – Turning contact centres from cost centres to profit drivers
    24:43 – How AI is reshaping roles inside organisations
    25:57 – Why human-to-human interaction still matters
    27:13 – The “white glove” experience in modern CX
    28:36 – Quick fire: Beach or ski holiday? 🌴⛷️
    28:56 – Holiday drink of choice 🍺

    33 min
  • "by 2030 banking will be proactive"-W/Monika Kashyap (HSBC) EP132

    In this episode of CX Insider, we’re joined by Monika Kashyap (HSBC) to explore how augmented AI helps teams make better decisions—and why, by 2030, commercial banking will be more proactive and personal than ever. We dig into AI-led omnichannel journeys, real-time personalisation, and what it takes to move from reactive service to proactive, value-adding CX.

    33 min
  • "creating impact in what you build"- W/Abdul Khaled (E.ON Next) #133
    🕒 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 – From insight to delivery: closing the CX gap
    09:55 – Why most CX initiatives fail — and how to fix it
    11:18 – The four stages of CX maturity
    12:39 – The Compass model: a strategic and operational approach
    13:05 – The seven Compass principles explained
    13:47 – Simplifying decision-making (Cognitive Ease)
    14:20 – Creating seamless experiences (Orchestrated Journeys)
    15:47 – Making energy memorable: E.ON’s “Free Energy Days” ⚡
    17:17 – The power of perceived value — and the psychology behind waiting
    18:42 – Activation, Social Influence, and Context in CX
    20:18 – Why perception matters more than time
    20:39 – Breaking silos: how tech and CX teams collaborate
    21:58 – The “Acceleration Team”: turning insight into rapid delivery
    23:34 – Leadership and hiring for attitude, not just skill
    25:13 – Empowering teams through purpose and problem-solving
    26:28 – The importance of clarity and direct communication
    27:06 – Quickfire Questions 🔥
    27:35 – Fun hypotheticals and light-hearted moments
    28:04 – Travel and exploring simplicity in other cultures 🌍
    29:38 – Finding your superpower and the role of self-belief
    30:16 – Closing reflections: resilience, growth, and mindset

    🔗 Listen or Watch:


    📺 Watch full episode here https://youtu.be/9eeqOIeS5Nc

    🔖 Tags:

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

    31 min
  • Brand activation using innovation centres W/ Ian Toal (Oscar Mayer)

    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 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

    00:31 – Introducing Ian Toll, CEO of Oscar Mayer UK
    00:52 – Ian’s 38-year career journey in food and drink
    01:38 – The transformation of Oscar Mayer UK
    03:00 – What is the Gastro Hub and how did it begin?
    05:18 – From idea to innovation: designing the perfect hub
    06:23 – The six chapters of the Gastro Hub experience
    07:09 – Inside Mission Control: setting the stage for innovation
    09:00 – Sensory insights and customer testing
    10:48 – Rethinking packaging and sustainability
    13:35 – How immersive environments spark creativity
    14:24 – What clients gain from the Gastro Hub experience
    16:53 – The power of choreography in innovation
    18:05 – Designing every detail: from carpets to antiques
    20:14 – The difference between a showroom and an innovation centre
    21:25 – Empowering teams through creativity and collaboration
    22:53 – Why sensory engagement matters
    25:37 – The post-Covid innovation culture
    27:00 – Building purpose-driven experiences for the future
    29:05 – Making Wrexham the UK’s hub of food innovation
    30:12 – Collaboration and creative problem-solving
    32:42 – Building the Gastro Hub in just 13 weeks
    34:21 – Merging tech, design, and human experience
    35:11 – Final thoughts and key takeaways

    🔗 Listen or Watch:


    📺 YouTube: https://youtu.be/HI4sc5a0nqo

    42 min
  • "a placement students' bible" - W / Elysia Filaitis (CX Insider Podcast

    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 placement using LinkedIn and Bright Network
    05:10 – Recruitment tips: video submissions, interviews & the STAR method
    08:41 – What employers really look for: enthusiasm, innovation, knowledge
    13:43 – Biggest adjustments from uni to working life
    20:27 – How university (societies & modules) prepared her for the role
    25:41 – A typical day as a podcast host & marketing intern
    27:21 – Projects she’s proud of: rebranding thumbnails & email campaigns
    31:59 – Final advice: take initiative, make connections, and ask questions

    37 min
  • "don't wait for things to break" - W / Zertashia Awan (Amazon) #131

    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

    32 min
  • "managing data in the age of AI" - W / Janet Xinyi Guo (Lloyds Banking Group) #130

    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

     

    32 min
  • "track, assess, & classify risks" - W / Keir Henderson (Precisely) #129

    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.

     

     

    34 min
  • "Accelerate, Change, or Lose" - W / Colt Whittall (Bravo17) #128

    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

    56 min

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

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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