CX Insider - Customer experience leaders sharing insights and ideas for customer service success (ACF Technologies)

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 financial industry. We also chat about the transformation of high street banking and what's important for the customers of today, which from Howard is really interesting - as he has always had a boots on the ground perspective when it comes to customer service. 

Howard's site - https://www.spotlight.com/2934-1274-1289

01:58  Howard's story | 06:43  The changes in banking over the years | 08:42  Has the transformation of the high street influenced banking? | 09:37  Banks revolving the local community | 11:05  Multi-skilled bank employees | 13:32  What's important to the customer of today? | 14:41  Advice to decision makers | 17:27  Banks using spaces for events | 18:55  Banks are now more than just a financial service | 21:07  What's next for Howard

Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how Linking kids is helping children make proactive change for local communities at the root cause. Achieved through education, connection and empowerment of young people globally.

www.linkingkids.org

Email - info@linkingkids.org

Instagram - @linking_kids 

00:34 - Introductions to Linking Kids | 03:24 - What does a Linking Kids Project look like? | 04:51 - How are children the future | 10:54 - The problem with mainstream charities | 12:35 - Benefits of a linking kids project & CISV | 15:29 - Virtual projects | 17:06 - Who can Linking kids help? | 18:47 - How a project would go from start to finish | 19:52 - What are the take-aways from a Linking Kids project?

Valentina, Greg and Chhavi Singh discuss various methodologies of collecting and analysing customer feedback data. We also speak about the current technological advancements creating actionable insights to improve your customer experience strategy.

For more information, connect with Chhavi Singh on LinkedIn - https://www.linkedin.com/in/chhavi-singh/ or visit his company website - https://www.viwoai.com/

01:42 - Organisations fail to create actionable customer feedback insights I 04:06 - Recognising cultural differences I 08:52 - What is a complaint? I 12:52 - Measuring brand perception I 15:32 - Limitations of prompted feedback I 20:13 - Customer feedback automation I 24:03 - Current trends and future AI capabilities I 30:33 - Gaining competitive advantage

In this special episode, Louis and Greg talk about their experiences on placement, and outline the benefits of working with a small and agile organisation. 

Greg, Lee and Louis discuss the automotive industry and its past, present and future customer experience strategy. 

Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience. 

For more information, visit https://www.tracerinsights.com/

or contact Iona Carter on LinkedIn https://www.linkedin.com/in/iona-carter-96b6214/

01:24 - Iona Carter's background as a consumer insight consultant I 09:02 - shoppers' behavioural response to COVID-19 I 21:55 - the power of social proof I 26:06 - the phygital customer experience I 29:04 - Advice for retail decision-makers

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 the COVID-19 pandemic. We also talk about the implications on customer experience, and how to drive disruption in your industry or organisation as a leader. Over the next few weeks we are also launching a premium subscription called CX Insider, With all the best industry news and CX content so stay tuned to hear about how to get free access.

A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID.

01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers.  | 19:10 - Designing next gen branches for a fun expereince.  | 21:25 - Leveraging events to add value to the CX & Facilitating customer centric branches. 

In this episode, we discuss how organisations are optimising their retail experience with the proper use of technology, and with in-store experiential events. 

Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience. 

Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/

For more information about his work, visit https://www.neuromarketingservices.com/

https://www.WhyTheBrainFollows.com/

Watch Terry Wu's TED Talk on Neuromarketing https://www.youtube.com/watch?v=UEtE-el6KKs

01:27 - Terry's career journey from neuroscience to marketing I 03:05 - The difference between neuromarketing and traditional marketing I 05:45 - Rational vs. emotional customer I 08:33 - Compulsive buying behaviour and its causes I 12:09 - Live stream as a new channel I 13:50 - The irrational customer and decision-making I 18:52 - Amazon using neuromarketing tools to improve CX I 24:42 - Free will in consumer behaviour I 26:34 - Facilitating better CX for the ageing population I 28:12 - Using technology to reduce decision anxiety

In this episode, the team discuss how telecom could improve their retail experience with effective customer flow management, and experiential store transformation. 

Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology.

01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 - Risks from retail events | 13:00 - Using NFC and geolocation | 15:20 - Community/educational events | 19:10 - Can retailers benefit from showrooming | 26:30 - Technology recommendations

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, complaints handling and much more. 

00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap

Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that can handle more than half a million bookings per hour. 

For more information visit https://www.acftechnologies.com/

01:37 - ACF's role in the testing & vaccination programme I 03:44 - What qualified ACF to participate in the programme? I 5:11 - How was the project delivered? I 08:39 - The project challenges I 11:14 - The project scope and scalability I 21:39 - Appointment booking model vs. walk-in model. 

Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis and Greg discuss this transformation of retail and the subsequent CCG (consumer confidence gap) that has appeared because of it. Will consumers evolve alongside the technology? 

In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX. Valentina, Adam and Richard Kelly, an account manager from ARNO Group, touch on the benefit of negative customer feedback and later dive into the shoppers' changing habits during the pandemic. 

Connect with Richard Kelly on LinkedIn - https://www.linkedin.com/in/richard-kelly-23913754/

Find out more information about ARNO Group - https://www.arno-online.co.uk/ 

01:00 - the importance of customer feedback I 06:42 - the shopfitting industry during COVID-19 pandemic I 14:33 - technology improving in-store CX I 19:58 - creating a personalized experience in car dealerships I 23:35 - advice to future CX leaders

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 improved. 

Louis, Simon and Dominic Hirsch discuss future trends in banking, and the growth of the more human experience in branch.

An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard. 

01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders 

Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19.

If you enjoy this episode, don’t to forget to subscribe to our mailing list and become a CX insider where you will receive all the valuable CX related content, and have the opportunity to give input into future episodes. Check out www.acftechnologies.com/podcast.

Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and joining a fitness community online.

In this episode we talk about how retail can continue to make sales and deliver a good customer experience using technological innovation, during the coronavirus pandemic.

CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to  better understand, and innovate throughout the patients journey.

Cinde's Website - https://medicaldraincarrier.com/

Cinde's Linkedin - https://www.linkedin.com/in/cdolphin/

00:34 - Introduction to Cinde Dolphin and her story | 03:13 - How Cinde's experience affected her patient-centric view | 06:50 - The patient is the innovator | 07:57 - How the corona virus might effect healthcare innovation | 10:06 - Healthcare innovation is changing globally | 11:59 - How the hospital waiting rooms are now a thing of the past | 13:50 - Small businesses and small innovations, large benefits | 16:35 - What healthcare leaders need to hear right now

We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 

01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences |  15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch transformation 2020

In this episode, Adam Greg and myself deconstruct the traditional test drive process, and begin discussing how it could be optimised to maximise sales, with the modern day customer.

An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann (www.bla.london). We also chat about what organisations are doing for the good of society, during COVID-19.

If you like this episode, go to www.acftechnologies.com/podcast and subscribe, to have input into future episodes and get notifications.

Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformation in healthcare and introduction of widespread telemedicine as a result of COVID-19. 

https://www.chipcard-salud.es/publica-web/index_es.htm

01:04 -  Introductions | 02:29 -  Chipcard Salud's mission | 03:30 -  Being a CEO during COVID | 08:36 -  How has COVID changed business? | 12:48 -  Digital transformation in healthcare | 15:18 -  Increase in healthcare activity post-COVID | 18:12 - How to better control the new flow of patients | 23:10 -  Advice for other healthcare leaders

Greg, Adam and Louis discuss how banks can approach large queues in their branches using efficient communications, and experience personalisation.

"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Home, which we had plenty of questions about.

Some of this content may seem dated… but with the possibility of a second lock-down looming, and the increasing popularity of remote work, the WFH advice remains as relevant as ever. 

Connect with Carly - https://www.linkedin.com/in/themarketingrecruiter/

01:04 - 3 tips to be productive while WFH | 09:30 - Death of the office? | 12:35 - Feeling socially isolated | 15:05 - Video with a good user experience 

On todays episode, we have the Richard Hadden - the  author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience.

Richards Linkedin - https://www.linkedin.com/in/richardhadden/

Contented Cows partners and webinars - https://contentedcows.com/

00:35  Introductions & Simons hair trouble | 03:06  Engaged employees produce better results | 07:05 Digital challenger banks don't create the same experience | 09:57 Creating great customer experiences in the air | 13:12 Paying attention to employee engagement | 16:39 Why is a mission statement so important? | 18:52 Getting customer experience wrong | 21:05 helping employees see the impact of their work. | 24:49 Changes to employee and customer engagement in future

We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees.

Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/

00:45 - Mental health's importance to Damien | 03:00 - Traveling with business | 05:50 - Staying mentally and physically strong when remote | 09:30 - Working smart vs working hard | 13:15 - Time management while WFH | 19:10 - Working environment agility | 23:20 - Advice for leaders 

Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus. 

 Welcome to CXC, where we discuss hot topics, ideas and interesting developments in the customer experience management industry. 

In our first episode - Greg, Simon, Lee and Andy explore the fundamentals surrounding appointment booking, and the implications of not considering your customers experience from an Omnichannel perspective.

Follow/Subscribe for more valuable and engaging content. 

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 begin to solve these problems.

Episode 2 - Welcome back to CXC. In this episode we begin our mini-series surrounding Retail Banking and the industries current challenges. Featuring Greg, Adam and Louis, we talk about how events are being utilised to bring customers back to the branch. 

Episode 3 - Part 2 of Retail banking mini series. In this episode Adam, Greg and Louis discuss current challenges surrounding the optimisation of multiple communication channels & improving a branches interaction management. 

Episode 4 - Part 3 of our retail banking mini series. Today we discuss the rise of digital challenger banks, and the challenges and opportunities physical banks are experiencing in response to this. 

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 Branch transformation 2019.

DNB is the largest bank in Norway, with over 2 billion USD in revenue last year. As their Head of Digital Customer Experience, Henriette Paus knows exactly how to modernise the customer journey for the digital age, and how to satisfy a rapidly changing market. In this episode, she shows us.

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Henriette - https://www.linkedin.com/in/henriettepaus

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 

Crystal D'Cunha, award-winning customer experience leadership coach, Chief Experience Officer at The Inside View, Inc., mother, role model. In this episode, Crystal walks Valentina through her 7-step leadership training program, which recently won the gold award at the 2021 International Stevie Awards. She also gives inspirational advice to aspiring entrepreneurs.

Connect with Crystal - https://www.linkedin.com/in/crystald1/

Check out her website - https://gettheinsideview.com/

Note: CX Insider was recently selected among the Best 30 CX Podcasts by Feedspot! Link here  - https://blog.feedspot.com/customer_experience_podcasts/

Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He explains how mystery shopping and crowdsourcing can help you achieve different objectives. Antonio also mentions one of the biggest challenges CX leaders face: evaluating objective feedback. 

Antonio's LinkedIn: https://www.linkedin.com/in/antonio-maiorano/

Bare International: https://www.bareinternational.eu/

03:19 - Antonio's background I 05:03 - How can Mystery Shopping improve CX I 10:33 - loopholes of mystery shopping I 15:25 - Has Mystery Shopping changed during the pandemic? I 20:06 - creating actionable insights I 29:35 - Advice to CX leaders

Sergio Feo, Director of Customer Experience, started working for Pibank, a challenger bank based in Spain, in 2017. In this episode, he shares their story of becoming one of the top banks with the highest customer satisfaction. Feo emphasizes the importance of creating a strong value proposition that guides major corporate decisions and acts as the building block in gaining trust with customers. Valentina is becoming strongly convinced that she will own a self-driving car in the future…

Connect with Sergio on LinkedIn https://www.linkedin.com/in/sergiofeo/

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

With 15 years of industry experience, Dominik Olejko is the Head of Customer Insights and Engagement for H&M in Eastern Europe. The global clothing retailer is constantly innovating their customer journeys with the latest technologies and both ChatGPT and the Metaverse are no exceptions. In this episode, Dominik explores the risks and benefits of rising AI tools, and how they may shape retail in the years to come.

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Dominik - https://www.linkedin.com/in/dominikolejko/

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 

Sham Aziz, Head of Customer Service at Selfridges, joined Adam and Valentina to talk about his formula for great customer service. We dive into the latest tech trends, customer personas and brand equity. Sham provides his honest opinion on artificial intelligence and channel shifting.

Connect with Sham - https://www.linkedin.com/in/shamasaziz/

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

HSBC is the largest bank in Europe, with 2.93 trillion USD in assets, as of December 2021. In this episode, we speak to their Head of Global Brand Experience - Donata Peksa herself.

Join us as we explore the issues of diversity and inclusion, through the lens of transparency and CSR. We also touch on other key topics including sustainability and the cost-of-living crisis, linking each point back to the fundamental condition of customer experience, and how to deliver brand excellence in a matrix world.

Connect with Donata - https://www.linkedin.com/in/donata-peksa-phd-8b0a232/

Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Thank you to our sponsor - https://www.acftechnologies.com 

Ben Segal, Senior Director of CX at Pair Eyewear, shares the CX story of Freshly, a NY-based meal delivery company. Building a CX program from zero in a hyper-growth company is a tough challenge. Ben describes what he did to achieve a successful outcome and what he is doing differently at Pair Eyewear. 

Connect with Ben on LinkedIn - https://www.linkedin.com/in/benjaminwsegal777/ 

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

Česká spořitelna is the Czech Republic's largest bank, but that doesn't hold them back from placing a core focus on the intimacy and quality of each customer's experience.

Listen in to find out how they prioritise CX across the organisation's various branches, how they educate customers in financial literacy, and why this practice is highly valuable. Featuring Monika Hruba, Česká spořitelna's Chief Financial Health and CX Officer.

Connect with Monika - https://www.linkedin.com/in/monikahruba/

Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Thank you to our sponsor - https://www.acftechnologies.com 

Aymen Ismail, Head of Customer Engagement Solutions at smart Europe GmbH, says customer journey should be effortless and convenient. He talks to Adam and Valentina about driving change in the industry and utilising data to create a true omnichannel experience for the modern customer. Aymen's passion for people and cultures enabled him to gain experiences in various industries in multiple countries.

Connect with Aymen - https://www.linkedin.com/in/aymenismail/

Porsche Holding is Europe's largest and most successful automotive retailer. Andreas Schmelzer is their Head of Digital Transformation. How exactly is an industry, that's seemingly resistant to change, pioneering a new form of innovation? The answer is one word. HYPERAUTOMATION.

Listen in to discover what hyper-automation means, how to apply it to any business, and how it can evolve your own customer experience strategy too.

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Andreas - https://www.linkedin.com/in/andreas-schmelzer-568134146/

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 

Tribal Worldwide is a brand experience agency, specialising in creating the Total Experience for its clients by incorporating the six key pillars of CX. As their Chief Experience Officer, Yasmin Borain is highly passionate about emotion design and studying human behaviour to build blended customer experiences and shape the future of retail.

Join us in the final episode of 2022, as Adam and Valentina talk to Yasmin about emotion design and how it can power blended experiences. We'll be hibernating over the holiday period, charging up to make 2023 our best year yet!

Connect with Yasmin - https://www.linkedin.com/in/yasminborain/ 

Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Welcome to CX Insider’s 100th anniversary episode, showing you the best moments from our expert guests, full of exclusive insights, finished off with our funniest & best quick-fire question answers! In this episode, we look at all the various different industries we have had on the podcast, featuring insights from: Retail experts like Marc Montagne (Vacheron Constantin), Dominik Olejko (H&M), Lysa Hardy (Hotel Chocolat), Sham Aziz (Selfridges). Automobile experts like Dr Clare Mutzenich (7th Sense Research), Andreas Shmelzer (Porsche Holding), Mats Bredbog (Volvo). Financial / Banking experts like Donata Peksa (HSBC), Ubong Nkanta, Jorge & Javier (Santander), Andy Willmot (OneBanx), Piers Watson (NFU Mutual). Finished off with the most iconic quick-fire questions from Katie Bowden (NEXA), Harry Ashbridge (Monzo), Andreas Shmelzer (Porsche Holding), Lysa Hardy (Hotel Chocolat), Andrei Calin (BCR Bank), Tom Darnell (Iris), Ty Givens (CX Collective), Jorge & Javier (Santander), Benoit Soucaret (Merkle), Sham Aziz (Selfridges), Andy Willmot (OneBanx), Mona Ibrahim (Bank of Egypt), Mats Bredbog (Volvo). Join us on this trip down memory lane!

John Sills is the Managing Partner at The Foundation & Author of The Human Experience. From working at a market stall in Essex 25 years ago, to advising organisations like Sky, UNICEF, Morrisons & eBay, John learnt from an early age what customer experience truly means and the impact it has on consumers. John has achieved incredible success at HSBC and now The Foundation, helping them innovate and build their customer-led approach. In this episode, we dive into customer experience success stories, advancements of AI, the balance of the functional and human experience, and answering the question “does customer loyalty truly exist?”. For a premium podcasting experience, why not check out our YouTube channel with a wider range of content? YouTube - https://youtu.be/zXhpQtRFoEo?si=fSUoT_OFf1sJuKAh  Connect with John - https://www.linkedin.com/in/johnjsills/  Become a CX Insider - https://www.linkedin.com/company/6882... Check out our website - https://cxinsider.com/ Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/ 

The global workforce crisis is real and huge. Rob Carpenter, Founder & CEO of Valyant AI talks to Greg and Valentina about the capabilities of conversational AI and at the same time, he addresses its limitations - the inability to keep up with the creativity of human language.

Conversational AI is building a solid reputation for improving CX but also increasing concerns about its impact on the job market. Despite being the CEO of a company deploying the AI tool in the restaurant industry, Rob provides a realistic viewpoint on the (supposedly) dystopian future. 

Check out Rob's profile - https://www.linkedin.com/in/rob-carpenter/

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

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

BCR, the second-largest bank in Romania, is striving to optimise customer experience in a post-COVID era - when many customers are returning to physical services over the convenience of digital. Andrei Calin, Head of BCR's Customer Experience, discusses this shift and explores why researching consumer psychology could be the key to mastering CX in banking.

Connect with Andrei - https://www.linkedin.com/in/andrei-calin/

Shep Hyken is a New-York Times Bestseller & Keynote Speaker, he is one of the world’s leading authories on customer service and CX, with over 40 years of experience helping organisations all around the world. In this episode we talk about Shep’s magical beginnings into the world of customer experience, with tales that go back decades. He walks us through CX “moments of magic” as well as the potential use cases for the rise of artificial intelligence.

Check out ACF Technologies now! https://www.acftechnologies.com/en-gb/ Connect with Shep - Connect with Shep - https://www.linkedin.com/in/shephyken/ Become a CX Insider - https://www.linkedin.com/company/6882...

Nigeria is currently undergoing a tumultuous time with the introduction of a new currency and a governmental push towards a cashless society. This environment has created all kinds of financial pain points for customers, thus calling for greater understanding and maturity of CX.

Ubong Nkanta, Global Head of Customer Experience Governance for one of Nigeria's top 4 leading banks, shares his insights on the situation and explores the idea of CX maturity, in Episode 86 of the CX Insider Podcast.

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Ubong - https://www.linkedin.com/in/ubong-nkanta/

Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Thank you to our sponsor - https://www.acftechnologies.com 

Daniel Hass, Senior Manager of Digital Experience at Toyota Motor Europe, uncovers some of the most burning CX challenges the automotive industry is currently facing. Adam and Valentina ask Daniel to introduce them to the problematic of "online-only" demand, digital innovation and the future of car dealerships.

Did you know that 63% of recent car buyers would consider buying their car online in the future but 82% of people intending to buy a car in the UK consider physical touchpoint with the dealer to be essential? What conclusions can be made from this reality? Daniel explains that the situation is not as black and white as some industry disruptors claim it to be.

Connect with Daniel to continue this exciting conversation - https://www.linkedin.com/in/danielphaas/

Don't forget to rate our podcast on Spotify & Apple Podcast and connect with us on socials - https://linktr.ee/cxinsider 

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

Lysa Hardy is not only the Chief Marketing Officer and Managing Director of Hotel Chocolat, the British luxury chocolatier, but she's also a Non-Executive Director for a property investment company, and the co-founder of her own skincare brand. Above all, Lysa has 4 kids. How does she balance it all?

In this episode, we dive into the secrets to leading a sustainable and prosperous life at home and at work. We cover topics including women in business, entrepreneurship, and compromise. We also explore Hotel Chocolat's excellent sustainability program and why it works. Hint: it's all about people!

Tune in to discover more.

Connect with Lysa - https://www.linkedin.com/in/lysa-hardy/

Ty Givens is the founder and CEO of the CX Collective, a company providing implementation advice and services for building and scaling customer experience operations. She is here to tell us about how companies can prepare for holiday seasons. In this episode, we will look at the usage of chatbots and AI when handling retail, as well as the journey Ty has gone through with CX Collective and examples of projects she has worked on!

Content Connect with Ty - https://www.linkedin.com/in/tybryantgivens/

For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?

YouTube - https://youtu.be/KMO-WpMxH0s?si=0MQ9gjm4YQP9XU32

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John King, a property specialist, shares his views on the shift towards customer-centricity in the property market over the past decades. Is customer experience the same in every industry? John's ideas show an entirely different perspective on CX as you know it. He also talks about emotions and conflict resolution in fragile situations. 

Connect with John King on LinkedIn https://www.linkedin.com/in/johnking56/

02:12 - John's career milestones I 05:18 - unique CX challenges I 09:27 - the balance between the digital and human touch I 15:26 - the importance of staff members in a property transaction I 23:59 - Conflict resolution with clients I 28:15 - how to train staff in customer service I 36:16 - advice to CX leaders

Dr Clare Mutzenich has an extensive history in analysing human psychology, and she now works as the Associate Director for research company 7th Sense, leading consumer insight projects across the automotive and luxury sectors. In this episode, we unpack the neuroscience behind purchase decisions, explore why virtual reality is somewhat incompatible with the human race, and discuss how customer journeys can be improved through deeper social listening.

For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Clare - https://www.linkedin.com/in/clare-mutzenich/

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 

Chris Ashby is a founder of a UX agency called We Are Heroes that offers a unique approach to designing user experience. Chris loves stories, he is a Sci-Fi enthusiast who looks at life through the lens of archetypal journeys, hence the name We are heroes. Today Chris gives you advice on how companies should manage their UX to achieve desired goals and deliver a nice, smooth and seamless user experience. More importantly, Valentina addresses the topic of storytelling - Chris' passion and asks him how it can be utilised in user experience.

Connect with Chris - https://www.linkedin.com/in/ashbychris/

Check out Chris' agency - https://www.weareheroes.digital/ 

Don't forget to rate our podcast on Spotify!

Check out our website - https://cxinsider.com/

ACF Technologies is the global leader in customer experience software solutions. Their tailored services range from appointment booking to queue management to event scheduling, and everything in-between. ACF help the world's biggest organisations supercharge their customers' experiences.

This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer success and discusses how banks should innovate their services. Valentina asks Brian about the evolution of customer success, and Adam leads a conversation on the security of personal data. Brian also addresses the fact that soon, customers can expect to talk to robots without even realising it. 

Brian's LinkedIn: https://www.linkedin.com/in/briankale/

Bank NOVO: https://banknovo.com/

02:28 - Who is Brian Kale? I 06:18 - definition of Customer Success I 09:23 - Should every company has its own CX team? I 11:25 - the future of customer success I 17:17 - the risk of fraud & personal data security I 24:08 - customer expectations from a generational perspective I 32:00 - the CX transformation in the Banking industry I 34:06 - advice for future CX leaders

Greg and Alessia attended this year's Branch Transformation and interviewed industry experts to bring you insights from the event. Branch Transformation is the world's leading conference dedicated to branch design, customer experience and strategy-driven transformation. A high-quality speaker programme forms the core of this two-day event, packed with thought-provoking case studies from leading banks, showcasing how they are using cutting-edge technology and human-centred design to drive real customer value. We spoke to Dominic Hirsch, Managing Director at RBR, Lynne Pitwood, Head of CX at Newcastle Building Society, Duncan Cockburn, Founder and CEO at OneBanks and Martin Shires, Business Development Manager at Glory. We are hoping to see you at Branch Transformation 2022 next year!

Steve Anderson, an expert in strategic risk and business growth, professional speaker and author of the Bezos Letters: 14 Principles to Grow your Business like Amazon. The principles were originally extracted from Bezos’s annual letters to shareholders, further analysed and split into 14 different principles which create repeatable growth cycles. Some of the principles are explained in detail in the episode. Did Amazon become the most customer-centric business in the world at the expense of their employee experience? This book is a must-read for every business major.

For more information visit https://thebezosletters.com/

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

Annie Mamigonians is a consultant that aims to deliver optimal customer experience to her clients using the expertise she developed throughout her engineering, pharmaceutical and financial services career. In this episode, we look at how continuous improvement and lean principles can be applied to the banking industry. 

For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?

Join us on LinkedIn - https://www.linkedin.com/company/cx-i...

Connect with Annie - https://www.linkedin.com/in/annie-mam/

Find all things CXI here - https://cxinsider.com/

Subscribe for more content from the UK's leading customer experience podcast -   

 / @cxinsiderpodcast  

Huge thank you to our sponsor! https://www.acftechnologies.com/

In 2019 researchers at UCLA found that medical students who received VR training managed to repair a bone fracture 20% faster than students who received traditional training. A lot of studies show how VR training is highly efficient. However, the use of VR in healthcare facilities is still not as widespread as one would imagine.

Denise Silber, the co-founder of VRforHealth, talks to Valentina and Simon about the opportunities VR is offering to healthcare practitioners. We ask Denise about the use cases of such innovation and how it can help improve patient experience.

Check our bonus content on our LinkedIn Page! https://linktr.ee/cxinsider

Connect with Denise https://www.linkedin.com/in/denisesilber/

Find out more about VRforHealth - https://vrforhealth.com/

Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connect with customers. Stuart explains how this solution became an integral part of their customer success strategy. 

Stuart's LinkedIn Profile - https://www.linkedin.com/in/stuart-fearn-mbe-3602761a/

01:17 - Stuart's vision of the branch of the future I 04:24 - Customer service during the pandemic I 05:52 - Views on customer service automation and digitalisation I 07:59 - Video as another channel I 11:31 - The challenges of implementing new technology I 14:14 - Will video replace F2F service?

Marc Montagne is the Head of Digital Marketing and eCommerce for one of the oldest luxury watchmakers in Europe, Vacheron Constantin. In this episode, we hear about the unique selling environments of luxury watches, how the industry has been impacted by recent trends, and why intimacy is crucial to the customer experience. Watch this space!

For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Marc - https://www.linkedin.com/in/marcmontagne/

Marc's Book - Invest in Watches: The Art of Watch Collecting

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 a time of economic recession, customers are becoming more price-sensitive and wary of their relationships with brands. This creates a formidable challenge for companies seeking to maintain trust and loyalty with their customers, especially in the insurance industry.

Hear Piers Watson, Head of Customer Experience at NFU Mutual, discuss how this hurdle can be overcome, with unmissable perspectives on customer relationships and how to do things right before doing the right thing.

Connect with Piers - https://www.linkedin.com/in/piers-watson-a6862b1/ 

Join our community - https://www.linkedin.com/company/cx-insider/ 

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.

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/

COVID-19 has left a drastic impact on the relationship between digital and face-to-face banking. Mona Ibrahim, Specialist in Service Quality and Voice of Customer at the National Bank of Egypt, explores this change through the area of customer feedback, with insights into the best practices, approaches to complaints, categorisation tactics and data metrics. 

Connect with Mona - https://www.linkedin.com/in/mona-ibrahim-98339918b/

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, Valentina and Greg talk to Chief Experience Officer Benoit Soucaret, from Merkle! Benoit explores the concept of the metaverse and what it actually means for consumers and businesses today. He dives into the metaverse's security and legal concerns, potential applications, and the impact it will have on customer experience.

Connect with Benoit on LinkedIn!

Benoit Soucaret - https://www.linkedin.com/in/benoitsoucaret/

In the modern age, one of the fundamental elements of work and content consumption is audio. Music. Speech. Sounds. Every day, we listen to digital audio. But do we ever stop and analyse how the quality of that audio is affecting us?

In this podcast, IRIS Audio Technologies' COO, Tom Darnell, walks us through some ear-opening findings about the role and impacts of audio quality on the customer and employee experience. The results will change the way you hear.

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Tom - https://www.linkedin.com/in/tomdarns/

Discover Clarity - https://iris.audio/clarity-enterprise

Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Thank you to our sponsor - https://www.acftechnologies.com 

Paula Thomas, a customer loyalty expert and the podcast host of Let's Talk Loyalty, talks about the dos and don'ts when building loyalty programs. We discuss the latest Bond Loyalty Report, which introduced a new metric to predict customer spending. Greg and Paula share their favourite loyalty programs implemented by famous coffee makers. 

Find out more about Paula: https://letstalkloyalty.com/

Fabrice Martin joined the second episode dedicated to artificial intelligence in customer feedback analysis. Valentina and Simon speculate why the traditional methodologies of collecting customer feedback sometimes fail to bring actionable insights. They also address the big question: Will AI make humans redundant?

Connect with Fabrice Martin on LinkedIn - https://www.linkedin.com/in/martinfabrice/

Find out more about Clarabridge - https://www.clarabridge.com/

I 01:20 - Introduction of Fabrice Martin I 04:14 - How does semantic analysis work? I 06:48 - Traditional methods of collecting feedback are failing I 18:03 - Can AI be biased? I 20:58 - Artificial Intelligence vs. Human Intelligence I 24:55 - Advice for CX leaders

Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer. Without these, no business strategy can deliver CX excellence. Valentina and Greg ask Jan to elaborate on the interplay of these key areas and what to do when companies fall into the trap of the technology paradox. 

Visit Jan's LinkedIn profile - https://www.linkedin.com/in/januriga/

Find Jan's Customer Journey template on the CX Insider LinkedIn page 

02:33 - How companies approach CX today I 05:26 - Where should you start to become customer-centric? I 10:40 - What role does technology adoption play in an organisation? I 20:25 - How does employee-centricity impact CX? I 26:25 - Advice to aspiring CX leaders

In this episode, Valentina and Greg talk to experts from Santander Global T&O: Jorge Fernandez, Service Specialist, and Javier Hernandez, Project Delivery Manager.

Jorge and Javier explain the concept of the Internet of Things with its application in banking and describe the future of banking services in the retail environment. They also touch on the connection between IoT and sustainability and put the evolution of IoT into a global perspective.

Connect with Jorge and Javier on LinkedIn!

Jorge Fernandez - https://www.linkedin.com/in/jorge-fernandez-villa-profesional-informatico/

Javier Hernandez - https://www.linkedin.com/in/javier-d%C3%ADaz-hern%C3%A1ndez-53b5b326/

Salman Sharif, a senior CX advisor from Forrester, talks to Valentina about employee experience and its relationship with customer experience. He explains why EX plays an integral part in delivering great CX and predicts post-pandemic challenges which are likely to affect your business. 

Check out Salman's LinkedIn profile - https://www.linkedin.com/in/salman-hammad-sharif-fcxp-cx-ii-1069b0a/

01:49 - Salman's background I 04:14 - definition of CX Maturity I 06:49 - Does every company needs a CX team? I 09:56 - employee centricity I 19:56 - advice to CX leaders

In our first episode of 2023, we sat down with Duncan - CEO and Head of Innovation at Pomegranate, the behavioural experience agency who use neuroscience to create ethical customer journeys. Join us as we explore the dark practices of neuromarketing, how biases inform customer purchases, and why behavioural segmentation is superior.

Connect with Duncan - https://www.linkedin.com/in/duncan456/

Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Thank you to our sponsor - https://www.acftechnologies.com 

Katie Bowden is the Service Design and Delivery Director of Nexa, an Australian customer experience company that specialises in delivering innovative solutions when streamlining the customer journey. In this episode we talk about patient journeys within the healthcare industry, as well as exploring the importance of service design for improving the patient experience.

For a premium podcasting experience, why not check out our YouTube channel for a wider range of content?

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

Connect with Katie - https://www.linkedin.com/in/katie-bowden-2bb9b1a9/

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 

Andrew Stevens is the principal for banking and financial services for Quadient, an international company specialising in business process automation & customer experience management. In this episode, we discuss the major problems in customer education within the financial sector & the reasons this could create failure demand. We also discuss consumer duty & regulations that banks must comply with. Will these regulations harm innovations? We also ask the question: Do you understand how your finance works? Connect with Andrew - https://www.linkedin.com/in/andrew-n-stevens/  Become a CX Insider - https://www.linkedin.com/company/cx-insider/ 

Check out our website - https://cxinsider.com/ 

ACF Technologies is the global leader in customer experience software solutions. Their tailored services range from appointment booking to queue management to event scheduling, and everything in-between. ACF help the world's biggest organisations supercharge their customers' experiences.

Could they help you? https://www.acftechnologies.com/ 

Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having been working in CX for almost 40 years, Paul teaches business leaders how to deliver More Than Perfect service and explains why perfect experience is only the starting point. Valentina guides her listeners through Paul's stories with an engaging commentary and euphonious sound effects.

Visit Paul's official website: https://www.paulrutterspeaks.com/

Contact Paul on LinkedIn: https://www.linkedin.com/in/parutter/

Read Paul's book: https://www.amazon.co.uk/Repeat-Business-Inc-Staying/dp/1542637813/ref=sr_1_1?dchild=1&keywords=business+inc%3A+paul+rutter&qid=1623011095&sr=8-1

01:32 - Paul's background I 06:14 - COVID19 and the cruise industry I 09:12 - Customer is always right I 11:30 - Building brand loyalty I 13:55 - Creating the More Than Perfect experience I 18:17 - Exceeding customer expectations I 21:42 - Employee experience I 25:06 - The One With Naked Customers... 

In episode 53, Valentina speaks to Dan Gingiss, an international keynote speaker, author of an upcoming book, The Experience Maker and a podcaster of The Experience This! Show. Dan believes that generations appreciate authentic brand voice and reward businesses that build relationships with their customers. He elaborates on the future of CX and advises aspiring marketing professionals who aim to build their careers in customer experience.

Find out more about Dan Gingiss https://dangingiss.com/

Pre-order Dan's book The Experience Maker: https://www.amazon.com/Experience-Maker-Remarkable-Experiences-Customers/dp/163195458X/

Apple recently announced their own mixed-reality headset, the Vision Pro, and it has the Internet on fire. Though its general benefits, potential and drawbacks have been discussed to death, the team at CX Insider take a look at this new technological phenomenon from the customer experience angle. How could the Vision Pro revolutionise customer relationships? What changes could it bring to both banking and retail? Through raw meme reactions and conflicting opinions, we take those questions head-on, bringing you the latest insights from the future of the CX world.

To experience this episode with its full breadth of content, please head over to our YouTube channel for the video version:

Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast

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 the world of online, written language is one of the most important types of communication. In today’s episode, Greg and Valentina talk to Harry Ashbridge, Head of CX & Writing at Monzo, who explains how businesses use language to communicate with their customers in the English-speaking world. In order to understand that, we need to go thousands of years back to Roman Britain.

Connect with Harry - https://www.linkedin.com/in/harryashbridge/

02:10 - Introduction of Harry | 08:48 - History of English | 17:11 - Language & CX | 20:30 - Using language to build trust | 27:08 - Internal communication | 35:05 - Tips & advice | 40:52 - Rapid fire questions

On today's episode, we bring on 2 guests from ACF Technologies: Simon Ronald, VP of Business Development & Laurence Leach, Technical Director. We sit down and talk about enterprise projects and the management needed for success. Should you use off the shelf products or self-build? Does the size of a supplier matter? In this episode all your questions will be answered! Check out ACF Technologies now! https://www.acftechnologies.com/en-gb/ Connect with Simon - https://www.linkedin.com/in/simon-ron... Connect with Laurence - https://www.linkedin.com/in/laurence-... Become a CX Insider - https://www.linkedin.com/company/6882... Check out our website - https://cxinsider.com/

Maneesh Juneja is a Digital Health Futurist who has dedicated his entire career to studying and utilising emerging technologies to improve people's quality of life. In the last decade, Maneesh has been helping various organisations from start-ups to governments, hospitals and pharmaceutical companies to foresee possible future scenarios. He's consulting companies on how to become resilient, how to prepare for various outcomes of situations and how to stay customer-focused and relevant to their customers' needs.

Simon, Maneesh and Valentina will talk about the future of the NHS and the current challenges the healthcare industry is facing. We will dive deep into the topics of futuristic technology, data privacy, cybersecurity and much more.

Connect with Maneesh on Linkedin - https://www.linkedin.com/in/maneeshjuneja/

or Twitter - https://twitter.com/ManeeshJuneja

Check out his website - http://maneeshjuneja.com/

Link to the report on Ethics & Governance of Artificial Intelligence for Health https://www.who.int/publications/i/item/9789240029200

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.