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

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 enthusiast, a business leader, or just curious about how innovation is shaping the world, this episode has something for everyone. 🎧

Content:

00:00:00 – Introduction: AI, Innovation, and the Future

00:03:06 – From Physics to Formula 1

00:07:37 – The Future of Smart Glasses

00:08:55 – Are We Ready for AI Assistants?

00:16:40 – AI Is Disrupting Legal Work

00:18:57 – Data Governance and AI

00:20:32 – Is the Metaverse Dead?

00:20:38 – How a Job Title Changed My Career

00:31:44 – AI in Construction

00:34:37 – Why I Love My AI Co-Pilot

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

[0:03:37] Building the Largest Takeaway Operation

[0:07:36] Launching Boss Pizza During COVID

[0:08:08] Mega-Kitchen Efficiency

[0:14:08] The Secret of Brand Success

[0:20:20] Challenges of Franchising

[0:22:31] How Tech Drives Growth

[0:41:12] Building a Winning Team

[0:42:33] Redefining Success