CX Insider - Customer experience leaders sharing insights and ideas for customer service success
ACF Technologies
134 episodes
1 week ago
In our CX Insider studio, we initiate conversations with leading customer experience experts from various sectors. Our network consists of professionals striving to bring change to their company and industry. Starting our podcast with a humble audience, primarily consisting of colleagues from our office, we soon found the listeners who were eager to learn about delivering excellent customer experience.
At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done.
If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.
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In our CX Insider studio, we initiate conversations with leading customer experience experts from various sectors. Our network consists of professionals striving to bring change to their company and industry. Starting our podcast with a humble audience, primarily consisting of colleagues from our office, we soon found the listeners who were eager to learn about delivering excellent customer experience.
At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done.
If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.
"creating impact in what you build"- W/Abdul Khaled (E.ON Next) #133
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
30 minutes
1 week ago
"creating impact in what you build"- W/Abdul Khaled (E.ON Next) #133
🕒 Timestamps:
00:00 – Opening thoughts: Building with purpose00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next00:49 – Abdul’s career journey: from engineer to CX leader02:13 – How psychology shapes customer experience03:26 – Introducing Compass: operationalising CX strategy05:03 – Why relying on surveys alone can be dangerous06:06 – Behavioural insight: the “fruit bowl” example 🍎07:30 – Turning feedback into action through real-world testing08:39 – From insight to delivery: closing the CX gap09:55 – Why most CX initiatives fail — and how to fix it11:18 – The four stages of CX maturity12:39 – The Compass model: a strategic and operational approach13:05 – The seven Compass principles explained13:47 – 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 waiting18:42 – Activation, Social Influence, and Context in CX20:18 – Why perception matters more than time20:39 – Breaking silos: how tech and CX teams collaborate21:58 – The “Acceleration Team”: turning insight into rapid delivery23:34 – Leadership and hiring for attitude, not just skill25:13 – Empowering teams through purpose and problem-solving26:28 – The importance of clarity and direct communication27:06 – Quickfire Questions 🔥27:35 – Fun hypotheticals and light-hearted moments28:04 – Travel and exploring simplicity in other cultures 🌍29:38 – Finding your superpower and the role of self-belief30:16 – 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
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
In our CX Insider studio, we initiate conversations with leading customer experience experts from various sectors. Our network consists of professionals striving to bring change to their company and industry. Starting our podcast with a humble audience, primarily consisting of colleagues from our office, we soon found the listeners who were eager to learn about delivering excellent customer experience.
At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done.
If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.
