Fasten your seat belts as we embark on a fascinating journey through the world of CX with our distinguished guest, Vinay Parmar, a Chief Customer Officer who boasts over 30 years of leadership experience in this field.

As we navigate the twists and turns of his illustrious career, we'll delve into the challenging and rewarding aspects of delivering effective CX in the travel and public transport sector, punctuated by Vinay's incredible achievements at National Express.

Our exploration extends beyond the surface, probing into the profound connection between human emotions and customer experience. We'll examine how stress and happiness, two key emotions, significantly steer the customer journey and how understanding them can mould behaviour. Furthermore, we’ll take a unique look at how technology can be leveraged to manage these emotions and generate positive customer experiences. 

Vinay also recounts his own expedition in customer service, the invaluable experiences that have shaped his career, and his unique insights that promise to enlighten and inspire. 

Whether you're a budding CX professional or just an inquisitive listener, this episode promises to be a captivating ride!