🕒 Timestamps: 00:00 – Opening thoughts: Building with purpose 00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next 00:49 – Abdul’s career journey: from engineer to CX leader 02:13 – How psychology shapes customer experience 03:26 – Introducing Compass: operationalising CX strategy 05:03 – Why relying on surveys alone can be dangerous 06:06 – Behavioural insight: the “fruit bowl” example 🍎 07:30 – Turning feedback into action through real-world testing 08:39 – From insight to delivery: closing the CX gap 09:55 – Why most CX initiatives fail — and how to fix it 11:18 – The four stages of CX maturity 12:39 – The Compass model: a strategic and operational approach 13:05 – The seven Compass principles explained 13:47 – Simplifying decision-making (Cognitive Ease) 14:20 – Creating seamless experiences (Orchestrated Journeys) 15:47 – Making energy memorable: E.ON’s “Free Energy Days” ⚡ 17:17 – The power of perceived value — and the psychology behind waiting 18:42 – Activation, Social Influence, and Context in CX 20:18 – Why perception matters more than time 20:39 – Breaking silos: how tech and CX teams collaborate 21:58 – The “Acceleration Team”: turning insight into rapid delivery 23:34 – Leadership and hiring for attitude, not just skill 25:13 – Empowering teams through purpose and problem-solving 26:28 – The importance of clarity and direct communication 27:06 – Quickfire Questions 🔥 27:35 – Fun hypotheticals and light-hearted moments 28:04 – Travel and exploring simplicity in other cultures 🌍 29:38 – Finding your superpower and the role of self-belief 30:16 – Closing reflections: resilience, growth, and mindset 🔗 Listen or Watch: 📺 Watch full episode here https://youtu.be/9eeqOIeS5Nc 🔖 Tags: #CXInsider #EONNext #CustomerExperience #DigitalTransformation #Leadership #Innovation #CompassFramework #Podcast #AbdulEon

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