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!

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   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/

Andy Willmot is a software engineer and digital technology specialist that works for OneBanx as Chief Technology Officer. He is here to tell us all about the emergence of OneBanx through the rise of Open Banking. In this episode, we look at the future of Banking as well as the technology that should be implemented for the benefit of the customers.    Content Connect with Andy - https://www.linkedin.com/in/andywillmot/   For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?   YouTube - https://youtu.be/icjanXhE7jo?si=EcEJb-ybVnbrh_gp    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/

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

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/

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

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

Triodos is a European bank that places a large focus on upholding sustainability and creating community through its financial services. As the Head of Marketing in Spain, Estrella Moya walks us through what sustainable banking actually looks like, what it can mean for a customer's experience, and how you can apply these ideals to any business model as well as your personal life. 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 Estrella - https://www.linkedin.com/in/estrellamoya/ 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

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

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

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

Quantum computing is a reality. In a few years, supercomputers will break past the experimentation phase and elevate technological progress to new levels. But how will that look? How will the customer experience be affected? How can companies take advantage of the future? In this episode, we find out. Greg and Marcell are joined by Napo Cornejo, Founder and Director of tech firm Geokapti, discussing all things quantum computers, artificial intelligence, society at large and the impact on CX. Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast Connect with Napo - https://www.linkedin.com/in/ncornejo/ 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

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

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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

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

Ed is the Head of Customer Experience for online cycling retailer WiggleCRC. He's also worked for a range of brands with super-high customer loyalty including Explore Worldwide, Royal Caribbean Cruises, and Pret a Manger - during their revolutionary launch of the coffee subscription service in 2020. In this episode, we explore the similarities and differences between those brands, what makes customers loyal, and how these tips can be applied to any CX strategy. Tune in now for the unmissable customer experience insights you won't find elsewhere. Watch on YouTube - https://www.youtube.com/@cxinsiderpodcast Connect with Ed - https://www.linkedin.com/in/edward-deason/ Become a CX Insider - https://www.linkedin.com/company/cx-insider/  Thank you to our sponsor - https://www.acftechnologies.com

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

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

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