The PEN Perspective Podcast

Welcome to our next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

Joining Neil Sharp in this episode is Samantha Seaton, CEO at Moneyhub Enterprise, the open finance platform for customer-centric organisations. Samantha is a leading player in financial data aggregation intelligence and payments, and was deservedly awarded the 2020 Fintech Woman of the Year at the Professional Advisor Awards.

In this episode, Samantha shares her wealth of experience and passion on the subjects of open banking and open finance. She also explains how these concepts are now becoming a ‘hotbed’ of innovation, despite the idea starting out as purely a regulatory initiative to give consumers more freedom and choice financially.

Samantha is hugely passionate about giving consumers what they need to discover ‘the fields of financial wellness’ and imparts valuable insights on topics such as:

- The future of open finance and open banking and how they empower the consumer.

- How your business can become truly consumer-centric and how to think holistically about the full customer experience.

- Essential advice on to how to refine your service to stay relevant to your full customer base.

- Plus, how to efficiently keep the customer at the front and centre of your business, while remaining hyper-personalised and using automation.

If you want to understand what it takes to become truly customer-centric, no matter whether you’re a B2C or B2B firm, then this is the episode for you.

Welcome to the next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation - hosted by PEN Partner, Neil Sharp.

In this episode, we’re joined by Tom Baigrie, Founder and CEO of Life Search plc, the UK’s biggest life insurance broker. When Tom created Life Search plc in 1998, he wanted to shake off the negative reputation often associated with insurance brokers – he wanted to leave behind the tricks, shortcuts, hustle and the ‘squeeze’ – and build a company based on doing the right thing for the customer.

Having started out 39 years ago as a self-employed life insurance salesman, Tom brings with him an abundance of real-world experience and insights after truly transforming the customer experience of the insurance sector.

During our interview, Tom shares his frank and inspiring views on many topics including:

➡️ The importance of culture in a truly customer-centric business and why it needs to be nurtured to be successful.

➡️ The concept of ‘corporate humility’ and the role tolerance plays in a regulated business to build genuine customer relationships.

➡️ Plus, how charitable work plays a key role in your culture and how it can have a positive impact on team engagement.

If you’re looking to take bold steps to design and manage your company culture, and in turn your customer experience, Tom’s advice will prove really insightful.

Welcome to the third episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

Joining Neil in episode three is Paul Barber, Chief Executive of Brighton & Hove Albion Football Club, a Premier League side based in the South East of the UK. As a season ticket holder, Neil was particularly excited for this conversation.

Now in his ninth season with the club, Paul has overseen significant success on the field, achieving promotion to the Premier League in 2017. In this interview, Paul enlightens us on what customer experience means in the world of sport.

Paul talks candidly about the joys and challenges of being a CEO, how the team at Brighton carefully design and manage all aspects the fan experience and also provides great insights into what drives the culture of the club.

With an extensive background in marketing and communications, not to mention 25 years in the football industry, Paul covers some great topics during the conversation, including:

➡️ What adopting a customer-centric approach really means, from exploring the end-to-end customer journey to managing customer expectations.

➡️ How planning and balanced feedback can support continuous improvement to develop your business for the future.

➡️ How the role of CX differs in a high scrutiny industry like football, including how to manage a range of different customers with varying demands.

➡️ Plus how to adapt your CX during the pandemic to find new ways to engage and connect with your customers.

With Paul’s frank approach and wealth of experience we’re sure, no matter what business sector you’re in, that you’ll get a lot out of this episode. In the current climate, CX is more important than ever so now is the perfect time to listen to Paul’s experiences and practical advice.

Welcome to the second episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

Joining Neil in episode two is Paul Simms, the leading Pharma industry expert, known to many as the ‘Pharma Provocateur’ for his role in shaking up the industry.

As an independent thought leader and advisor to many leading pharma players, Paul knows the challenges that the industry faces and is on a mission to disrupt the status quo within the pharma industry. Something he regularly receives praise for from industry figures and commentators alike.

With such a deep understanding of the Pharma Industry there was so much to discuss in this conversation and paul shared some really thought provoking and useful ideas across a range of topics including:

➡️ What the rise of the customer means within the pharma industry and how it needs to adapt to meet the needs of new informed patients

➡️ What changes fragmented healthcare models need to make to embrace the digital world

➡️ Where most pharma businesses go wrong with innovation and why new innovation needs to sit in the commercial customer facing part of your organisation to be successful.

With Covid-19 shining a bright spotlight on the pharma industry and creating challenges right across the value chain, now is the perfect time to be considering how to enhance your customer experience for competitive advantage. If you’re looking to understand how you can do this, then you’re definitely going to want to listen to this episode.

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.