In this episode, we sit down with Janet Xinyi Guo, a leading expert in data management and digital transformation at Lloyds. With over 7 years of experience driving one of the UK’s largest digital transformation programs, Janet brings deep insights into the intersection of AI, data ethics, and responsible data usage. Content: 00:00 – Introduction 03:15 – What is Data Ethics? 06:40 – The Role of AI 10:20 – Responsible AI 14:05 – Data Centralisation 17:30 – Data Storage 21:10 – Enhancing Customer Experience 24:45 – Surfacing the Right Data 28:20 – Navigating Regulations like GDPR  

In this episode, we sit down with Keir Henderson, Financial Services Account Executive at Precisely. Keir shares deep insights into AI governance, policy challenges, international cooperation, and the philosophical tensions driving today’s AI landscape. From existential risk to frontier models, we explore the crossroads of technology, politics, and ethics in shaping our collective AI future. If you're interested in how governments are preparing for the age of powerful AI systems—or how we should be—this conversation is for you.    

In this episode of the CX Insider Podcast, we sit down with Colt Whittall, the Managing Partner and Founder of Bravo17. Colt shares insights from his incredible career in digital transformation, IT strategy, and user experience at scale, including his pivotal role in modernizing IT for 700,000+ personnel. If you're passionate about CX, IT transformation, and leadership in large organizations, this episode is a must-listen!   Content: 00:00 - Introduction 00:50 – Colt’s Career 09:44 – ‘Fix Our Computers’ 14:05 – IT Challenges 18:59 – Measuring UX 22:50 – Fixing Air Force IT 26:04 – COVID-19 30:28 – Identifying Customers 38:17 – Tech Upgrades 49:28 – Improving PCS

In this episode of the CX Insider Podcast, we’re joined by Professor Sam Grogan, Pro Vice-Chancellor of Education and Student Experience at Loughborough University. We dive into the future of education, the essential skills students need for a 40-year career, and how universities must evolve to meet the demands of a rapidly changing world.   Content:   00:00 – Introduction 03:10 – Preparing Students for the Future 05:03 – Technology & Social Skills in Education 07:29 – Rethinking University Structures 10:50 – The Role of Leadership in Education 17:48 – Learning, Unlearning & Relearning 22:49 – Universities as Agile Businesses 34:48 – AI in Education 39:31 – Advice for Employers Hiring Graduates 44:50 – Quick Fire Questions

In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes. With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.   Content: 00:00 - Introduction 02:48– The Evolution of CX 05:44– Business Impact 08:10– AI’s Role In CX 14:52– Personalisation 18:52 – 2025 Strategy 22:00 – Avoiding Mistakes 26:09 – Trust & Engagement 28:26 – Human Interaction 31:35 – Looking Ahead

Welcome back to another electrifying episode of the CX Insider Podcast 🎙️ In this jam-packed conversation, we sit down with Alex Karim, AI Architect at Microsoft and innovation enthusiast, to dive into the cutting-edge technologies which are reshaping industries and our everyday lives. From smart glasses that record your world to the state of the metaverse, this episode is a rollercoaster ride of tech insights, personal stories, and bold predictions for the future. Whether you're a tech enthusiast, a business leader, or just curious about how innovation is shaping the world, this episode has something for everyone. 🎧   Content: 00:00:00 – Introduction: AI, Innovation, and the Future 00:03:06 – From Physics to Formula 1 00:07:37 – The Future of Smart Glasses 00:08:55 – Are We Ready for AI Assistants? 00:16:40 – AI Is Disrupting Legal Work 00:18:57 – Data Governance and AI 00:20:32 – Is the Metaverse Dead? 00:20:38 – How a Job Title Changed My Career 00:31:44 – AI in Construction 00:34:37 – Why I Love My AI Co-Pilot

In this episode of CX Insider, we sit down with Ajmal Mushtaq, the CEO and founder of Boss Pizza, to uncover how he went from a law graduate and corporate career to building one of the UK’s largest takeaway operations. Ajmal shares his inspiring journey, the sacrifices he made, and how he turned a struggling family restaurant into a revolutionary pizza brand that's reshaping the food industry. Contents: [0:00:00] Introduction to Ajmal & Boss Pizza [0:01:42] Career Journey: From Law to Pizza [0:03:37] Building the Largest Takeaway Operation [0:07:36] Launching Boss Pizza During COVID [0:08:08] Mega-Kitchen Efficiency [0:14:08] The Secret of Brand Success [0:20:20] Challenges of Franchising [0:22:31] How Tech Drives Growth [0:41:12] Building a Winning Team [0:42:33] Redefining Success

In this festive episode, we are bringing you the perfect opportunity to get into the Christmas spirit! With all of your favourite CX Insider's, our two teams will battle it out, hoping to become the first-ever Christmas winner! We'll even be giving you a run down of which mince pies you should be investing in this holiday season!   Round 1: Mince Pie Matching Round 2: Finish The Lyric Round 3: Christmas Quiz Round 4: True or False

In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation. Content: [00:00:29] Introduction [00:00:50] Sharad's Journey [00:05:05] About SentiSum [00:07:33] CX: From the Heart or the Head? [00:08:49] Are Customer Surveys Dead? [00:13:38] Alternatives to Surveys [00:19:21] Why brands need a mindset shift [00:23:33] The Future of NPS [00:27:30] Turning Insights into Action [00:33:39] Best and worst practices in customer experience [00:37:01] The importance of forgettable, frictionless experiences [00:39:09] Quick Fire Questions

In this episode of the CX Insider Podcast, we’re joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you’re in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.   Content:   00:00 - Introduction   02:11– About Mohamed   04:53 – Brand Differentiation   07:57– Evolving Expectations   10:03– In Store Vs Online   15:32– Customer Retention   20:11 – Customer Lifecycle   22:39 – CX Basics   30:44 – Regional Preferences   35:06 – Quick-Fire Round

In today's episode, we are joined by Ronelle Arbib, COO of Recognise Bank, to discuss her fascinating career journey, from the Air Force to leading customer-focused innovations in the financial sector. Tune in for insights into SME banking, building customer relationships, and the importance of female empowerment in traditionally male-dominated industries. Get ready for a deep dive into banking, leadership, and more! Content: [00:00:20] – Air Force to Banking [00:03:10] – Building The Model [00:08:40] – Female Leadership [00:10:30] – Serving SME's [00:12:45] – The “Triangle Model” [00:16:00] – Challenges [00:20:20] – Adapting For CX [00:27:20] – Balancing Savings [00:30:00] – Customer Satisfaction [00:34:00] – Quick-Fire Questions

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9 Today, we are joined by Monique Theile, Head of Complaint Management at Chrono24, to explore how security, trust, and customer experience are interwoven in the luxury market. Get ready for insights on certification programs and some unexpected customer complaints. Find out more in this episode!   Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9   In this episode, we sit down with Gianluca Brugnoli, VP of Design at TomTom. We explore the future of automotive technology, personal navigation, and the role of AI in transforming the driving experience. Gianluca shares insights on how car makers are adapting to the digital age, the challenges of smartphone mirroring, and how AI-driven innovations like voice interaction and hyper-personalized navigation are shaping the industry.

Hospitality Tech Expo - 15th/16th October 2024 CLICK THE LINK TO FIND OUT MORE 👇 https://tinyurl.com/3hvjf2j9 Dive into a riveting conversation with William Gilchrist, the CEO and Founder of Konsyg, as he shares his journey from Chicago to becoming a sales powerhouse in Asia. With over 15 years in Singapore and 20 years in Asia, William has a wealth of experience in navigating the complexities of global sales. Discover how Konsyg has revolutionized the sales outsourcing industry by providing an end-to-end sales solution that no competitor has been able to match. From building global pipelines to navigating market challenges, William unpacks the intricacies of sales with a blend of insightful stories, market wisdom, and a touch of humour.

The Euro's have left us wanting more football talk! So here it is! We sit down with Neil Sears, the CEO of two-time FA Cup winners Bury FC, to discuss the club's remarkable journey to becoming fan-owned and the vital role volunteers play in the sporting world. We'll uncover the challenges and triumphs of maintaining a football club without traditional broadcast revenue, while also gaining some exciting insights into the power and impact of volunteers in sports. 

    Andrew Madaras is the chairman & secretary of Dunstable Town Football Club. In this episode, we dive into the transformative power of fan ownership & community support in the world of grassroots football. We talk about how Andrew & the club not only invest in the football, but the local community too. Join us to learn about challenges, myths & misconceptions in the world of grassroots football. Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - ACF Technologies | Bringing Customers Closer

Michael Theodore is the co-founder of Scalr, a cloud computing company that specialises in automation & collaboration software. In this episode, we dive into the importance of employee experience within sales, the secrets to retaining your customers as well as the tools you can use to capture emotion. What mode should you be in, acquisition or retention mode? How can you improve your handover between the sales team and client? Find out more in this episode! Connect with Michael - https://www.linkedin.com/in/michael-theodore-4b317885/  Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - https://www.acftechnologies.com/

Joel Passen is a proven technology entrepreneur & Founder of Sturdy.AI. In this episode, we dive into the future of AI in Customer Intelligence, discussing the ways that customer data can become more accessible and actionable. Just how crucial of a role will AI have when it comes to businesses interacting with & understanding customers? What are some myths surrounding these new tools? Find out more in this episode!   Connect with Joel - https://www.linkedin.com/in/joelpassen/ Watch her podcast https://www.youtube.com/@therebekahpanepintoproject Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/?utm_source=CXI_Joel_Passen_112 

Rebekah Panepinto is a consultant, public speaker & host of her own podcast ‘The Rebekah Panepinto Project’. In this episode, we dive into the importance of a personal brand, advice for generative AI integration, RFPs & much more. Where is artificial intelligence headed & how can it make YOUR job easier? Why are platforms like LinkedIn SO significant to creating trust & relationships in the industry? Watch now!   Connect with Rebekah  https://www.linkedin.com/in/rebekahpanepinto/ Watch her podcast https://www.youtube.com/@therebekahpanepintoproject   Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - https://www.acftechnologies.com/

In this episode, we dive into Brand experience evolutions within the financial sector, branch roles in different communities & how you can build your brand DNA as a bank. How important is your branch placement? What are some brands with great consistency that banks can learn from? Find out more in this episode! Connect with Michael -  https://www.linkedin.com/in/michael-heanue-92998813/ Connect with Martin -  https://www.linkedin.com/in/martin-shires-36629b156/ Connect with Greg -  https://www.linkedin.com/in/gregcopley/ Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - https://www.acftechnologies.com/