Customer experience is changing fast, and businesses that don’t keep up are at risk of losing customers overnight. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid uncover the biggest challenges businesses face today in delivering seamless CX, and why most organisations are still stuck in outdated strategies.

AI is reshaping how companies interact with customers, but are businesses implementing it the right way? Vinay and Iqbal explore the reality behind AI-powered CX, the mistakes organisations are making, and how companies like Jet2 are getting it right. They also break down the real reason businesses struggle to execute their customer experience strategies—hint: it has more to do with leadership than technology.

One of the biggest surprises? Businesses are prioritising cost-cutting over long-term customer trust, leading to short-term gains but major long-term losses. The conversation dives into real-world examples, from banks reversing digital-first decisions to companies struggling to implement AI in a meaningful way.

If you’re in leadership, CX, or just want to understand where the future of business is heading, this episode is essential listening. Get ready for some uncomfortable truths, actionable insights, and a fresh perspective on what it really takes to win customers for life.

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Special thanks to our sponsors, NovelVox for supporting this episode – find out more at https://link.javelincontent.com/btb_youtube

Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/

Every Moment Matters: https://vinayparmar.co.uk/
Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/

Evolved CX: www.evolved.cx
 

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customer experience strategy for executives
 future of contact centres
 AI in customer service operations
 keynote speakers on customer experience
 CX transformation in large enterprises
 how to improve call centre performance
 leadership in digital customer experience
 customer retention strategies for brands
 contact centre trends 2024
 CX innovation and technology
 data-driven customer experience
 AI automation in contact centres
 employee experience and CX
 optimising BPO operations for CX
 customer loyalty through service design

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