Welcome to the first episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals. Each episode we’ll introduce you to a forward-thinking industry leader or CEO who’ll share their stories, perspectives and opinions around CX. You’ll gain inspiration and practical insights to help you transform your organisation.

In this episode your host, Neil Sharp, speaks to Teddy Nyahasha, Chief Executive of One Family, the leading UK friendly society based in Brighton.

Since joining the organisation Teddy has been instrumental in driving greater efficiency, stronger performance, and reinforcement of member focused values, all through a focused commitment to customer experience.

With Teddy’s wealth of experience and insights, there was a lot to explore in this episode including:

➡️ The ethos of the friendly society movement, how it has been rediscovered and is evolving in the 21st century.

➡️ How mutuals may actually be re-emerging as a natural home for customers who want companies they trust to do the right thing.

➡️ The importance of being guided by your customers and why being nimble, recognising that no one size fits all, is key to serving your differing customers’ needs

➡️ How continually reinforcing ethos, ideals and values throughout your organisation is key to becoming more customer centric

If you want to understand how the expectations of today’s financial services customers are changing and what you need to do to make your FS business truly customer centric then you’re going to love this episode.