CX Insider - Customer experience leaders sharing insights and ideas for customer service success
Episodes
Applying behavioural science to understand shopper habits, with Iona Carter
09 Feb 2021
Contributed by Lukas
Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 p...
ACF Exclusive: Delivery of UK's COVID-19 Booking System
28 Jan 2021
Contributed by Lukas
Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination...
Neuromarketing: the new way to enhance customer experience, with Terry Wu
12 Jan 2021
Contributed by Lukas
Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use n...
Using retail events to save the high street, with Jason Sit
16 Dec 2020
Contributed by Lukas
Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using ...
Damien Davis on mental health and working remote
09 Dec 2020
Contributed by Lukas
We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent ...
Branch transformation part 3 Q&A (RBR BT20)
30 Nov 2020
Contributed by Lukas
Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, ...
The next gen banking experience part 2 (RBR BT20)
20 Nov 2020
Contributed by Lukas
We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 01:00 - Bad CX st...
The next-gen branch experience part 1 (RBR BT20)
15 Nov 2020
Contributed by Lukas
A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID. 01:28 - Where does branch bank...
Karen Clinkard on employAGILITY and using data to improve CX
03 Nov 2020
Contributed by Lukas
An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Cl...
Can retailers reconnect with their customers?
27 Oct 2020
Contributed by Lukas
Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis ...
The future of retail
21 Oct 2020
Contributed by Lukas
Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus. ...
Carly Lake on getting results when working remote
18 Sep 2020
Contributed by Lukas
"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Ho...
Howard Brown on the new retail banking experience
10 Aug 2020
Contributed by Lukas
TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big names in the ...
Linking Kids for a better future
29 Jul 2020
Contributed by Lukas
Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how L...
CEO Javier Perdices on healthcare digital transformation [Es]
28 Jul 2020
Contributed by Lukas
Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformat...
CEO Cinde Dolphin on patient centricity
26 Jun 2020
Contributed by Lukas
CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to ...
Richard Hadden on how employee engagement influences your profits
22 Jun 2020
Contributed by Lukas
On todays episode, we have the Richard Hadden - the author of contented cows and leadership expert… We discuss the influence employee engagement h...
WFH - Alex & Liza on CSR, Sustainability and the new high street
25 May 2020
Contributed by Lukas
An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex ...
WFH - Stuart Fearn on optimising your branch network during COVID-19
21 May 2020
Contributed by Lukas
Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVI...
WFH - Charlene Li on Disruptive Leadership
20 Apr 2020
Contributed by Lukas
In this episode, we talk with one of the most creative people in business, Charlene Li about digital transformation and disruption as a result of th...
WFH - Staying healthy at home with Jess Rieger
03 Apr 2020
Contributed by Lukas
Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and join...
How can retail maintain a good customer experience remotely?
26 Mar 2020
Contributed by Lukas
In this episode we talk about how retail can continue to make sales and deliver a good customer experience using technological innovation, during the ...
How can the test drive experience be improved?
20 Mar 2020
Contributed by Lukas
In this episode, Adam Greg and myself deconstruct the traditional test drive process, and begin discussing how it could be optimised to maximise sales...
The placement experience at ACF Technologies
13 Mar 2020
Contributed by Lukas
In this special episode, Louis and Greg talk about their experiences on placement, and outline the benefits of working with a small and agile organisa...
How can telecoms optimise the retail experience?
11 Mar 2020
Contributed by Lukas
In this episode, the team discuss how telecom could improve their retail experience with effective customer flow management, and experiential store tr...
How can banks tackle large queues?
10 Mar 2020
Contributed by Lukas
Greg, Adam and Louis discuss how banks can approach large queues in their branches using efficient communications, and experience personalisation.
Retail banking trends with RBR MD Dominic Hirsch
05 Mar 2020
Contributed by Lukas
Louis, Simon and Dominic Hirsch discuss future trends in banking, and the growth of the more human experience in branch.
Can gyms & leisure centres improve their CX strategy?
02 Mar 2020
Contributed by Lukas
In this episode Greg and Louis discuss some good, and bad experiences they have had at their gyms, and have some ideas about how they could be improve...
CX in automotive - the start of something new?
14 Jan 2020
Contributed by Lukas
Greg, Lee and Louis discuss the automotive industry and its past, present and future customer experience strategy.
Optimising the retail experience
23 Dec 2019
Contributed by Lukas
In this episode, we discuss how organisations are optimising their retail experience with the proper use of technology, and with in-store experiential...
Is the retail experience changing?
18 Dec 2019
Contributed by Lukas
In this episode, Greg, Simon, Adam and Louis (plus our special guest Chewy) explore some good and bad experiences in retail and how can retailers can ...
Retail Banking Challenges part 4 - RBR Branch Transformation 2019
18 Dec 2019
Contributed by Lukas
In the final episode in our retail banking mini-series - Greg, Simon, Adam and Louis talk about their experience at the market leading conference RBR ...
Retail Banking Challenges part 3 - Digital vs Physical Banks
18 Nov 2019
Contributed by Lukas
Episode 4 - Part 3 of our retail banking mini series. Today we discuss the rise of digital challenger banks, and the challenges and opportunities phys...
Retail Banking Challenges part 2 - Optimising Multiple Channels
18 Nov 2019
Contributed by Lukas
Episode 3 - Part 2 of Retail banking mini series. In this episode Adam, Greg and Louis discuss current challenges surrounding the optimisation of mult...
Retail Banking Challenges - Can Events Save the Branch from Dying
15 Nov 2019
Contributed by Lukas
Episode 2 - Welcome back to CXC. In this episode we begin our mini-series surrounding Retail Banking and the industries current challenges. Featuring ...
Introduction - Omnichannel Appointment Booking Fundamentals
04 Oct 2019
Contributed by Lukas
Welcome to CXC, where we discuss hot topics, ideas and interesting developments in the customer experience management industry. In our first episo...