Sham Aziz, Head of Customer Service at Selfridges, joined Adam and Valentina to talk about his formula for great customer service. We dive into the latest tech trends, customer personas and brand equity. Sham provides his honest opinion on artificial intelligence and channel shifting.

Connect with Sham - https://www.linkedin.com/in/shamasaziz/

Mats Bredborg, Head of Customer Cluster Utility at Volvo Construction Equipment, talks to Valentina and Adam about his sustainability mission in the construction industry. Mats elaborates on the technical difficulties of sustainability transformation and the importance of empowering their employees to opt for greener choices. Valentina and Adam ask Mats to walk them through their Net Zero strategy, from vision to implementation and reporting.

Connect with Mats - https://www.linkedin.com/in/matsbredborg/

Many articles on Google say that embedded finance is changing the world. Is it a real deal or just a buzzword?

Spiros Margaris, Founder of Margaris Ventures and No.1 Fintech, Blockchain and AI influencer, gives Valentina and Alex an honest opinion on the future of fintech, banking and retail. Spiros provides insightful examples and simple analogies. Margaris also explains why you should let your children be bored.

Find out more about Spiros here:

www.margarisventures.com

Email: [email protected]

LinkedIn: https://www.linkedin.com/in/spirosmargaris/

Twitter: https://twitter.com/SpirosMargaris

Aymen Ismail, Head of Customer Engagement Solutions at smart Europe GmbH, says customer journey should be effortless and convenient. He talks to Adam and Valentina about driving change in the industry and utilising data to create a true omnichannel experience for the modern customer. Aymen's passion for people and cultures enabled him to gain experiences in various industries in multiple countries.

Connect with Aymen - https://www.linkedin.com/in/aymenismail/

In the world of online, written language is one of the most important types of communication. In today’s episode, Greg and Valentina talk to Harry Ashbridge, Head of CX & Writing at Monzo, who explains how businesses use language to communicate with their customers in the English-speaking world. In order to understand that, we need to go thousands of years back to Roman Britain.

Connect with Harry - https://www.linkedin.com/in/harryashbridge/

02:10 - Introduction of Harry | 08:48 - History of English | 17:11 - Language & CX | 20:30 - Using language to build trust | 27:08 - Internal communication | 35:05 - Tips & advice | 40:52 - Rapid fire questions

What is the future of work? How will AI impact frontline workers in the public sector? Dr Stephen Jeffares from the University of Birmingham asked public sector workers what they think of digital technology and artificial intelligence. And it's really interesting. 

Read more about Stephen's research - https://link.springer.com/book/10.1007/978-3-030-54084-5

War, inflation, energy bills, labour shortage… How do we deal with all of this? Leadership expert Meridith Elliott Powell talks to Greg and Valentina about this topic and advises the audience on what to do in times of uncertainty and how to turn their fears into opportunities.

Check out Meridith's website - https://meridithelliottpowell.com/

Learn more about her latest book - https://www.amazon.co.uk/Thrive-Strategies-Uncertainty-Competitive-Advantage-ebook/dp/B08XBN7SDN/ref=sr_1_4?crid=2M81691CMXPUX&keywords=meridith+elliott+powell&qid=1651837342&sprefix=meridith+elliott+powell%2Caps%2C51&sr=8-4

In 2019 researchers at UCLA found that medical students who received VR training managed to repair a bone fracture 20% faster than students who received traditional training. A lot of studies show how VR training is highly efficient. However, the use of VR in healthcare facilities is still not as widespread as one would imagine.

Denise Silber, the co-founder of VRforHealth, talks to Valentina and Simon about the opportunities VR is offering to healthcare practitioners. We ask Denise about the use cases of such innovation and how it can help improve patient experience.

Check our bonus content on our LinkedIn Page! https://linktr.ee/cxinsider

Connect with Denise https://www.linkedin.com/in/denisesilber/

Find out more about VRforHealth - https://vrforhealth.com/

In 2019 researchers at UCLA found that medical students who received VR training managed to repair a bone fracture 20% faster than students who received traditional training. A lot of studies show how VR training is highly efficient. However, the use of VR in healthcare facilities is still not as widespread as one would imagine.

Denise Silber, the Founder of VRforHealth, talks to Valentina and Simon about the opportunities VR is offering to healthcare practitioners. We ask Denise about the use cases of such innovation and how it can help improve patient experience.

Check our bonus content on our LinkedIn Page! https://linktr.ee/cxinsider

Connect with Denise https://www.linkedin.com/in/denisesilber/

The global workforce crisis is real and huge. Rob Carpenter, Founder & CEO of Valyant AI talks to Greg and Valentina about the capabilities of conversational AI and at the same time, he addresses its limitations - the inability to keep up with the creativity of human language.

Conversational AI is building a solid reputation for improving CX but also increasing concerns about its impact on the job market. Despite being the CEO of a company deploying the AI tool in the restaurant industry, Rob provides a realistic viewpoint on the (supposedly) dystopian future. 

Check out Rob's profile - https://www.linkedin.com/in/rob-carpenter/