CX Insider - Customer experience leaders sharing insights and ideas for customer service success

In this episode of CX Insider, we’re joined by Monika Kashyap (HSBC) to explore how augmented AI helps teams make better decisions—and why, by 2030, commercial banking will be more proactive and personal than ever. We dig into AI-led omnichannel journeys, real-time personalisation, and what it takes to move from reactive service to proactive, value-adding CX.

What does it take to reinvent food innovation? 🍴In this episode of CX Insider, we sit down with Ian Toll, CEO of Oscar Mayer UK, to uncover the story behind the Gastro Hub — a fully choreographed innovation centre built to transform how ideas in the food industry are created, tested, and brought to life. Ian shares his journey from leading global restaurant chains to pioneering immersive innovation at Oscar Mayer. Discover how choreography, sensory experiences, and collaboration are redefining how the food manufacturing industry innovates. This episode is a masterclass in creativity, leadership, and customer experience — for anyone passionate about innovation that actually tastes different. 🎧 Brought to you by EME Worldwide — experts in brand and experience design. 00:00 – Welcome to CX Insider00:31 – Introducing Ian Toll, CEO of Oscar Mayer UK00:52 – Ian’s 38-year career journey in food and drink01:38 – The transformation of Oscar Mayer UK03:00 – What is the Gastro Hub and how did it begin?05:18 – From idea to innovation: designing the perfect hub06:23 – The six chapters of the Gastro Hub experience07:09 – Inside Mission Control: setting the stage for innovation09:00 – Sensory insights and customer testing10:48 – Rethinking packaging and sustainability13:35 – How immersive environments spark creativity14:24 – What clients gain from the Gastro Hub experience16:53 – The power of choreography in innovation18:05 – Designing every detail: from carpets to antiques20:14 – The difference between a showroom and an innovation centre21:25 – Empowering teams through creativity and collaboration22:53 – Why sensory engagement matters25:37 – The post-Covid innovation culture27:00 – Building purpose-driven experiences for the future29:05 – Making Wrexham the UK’s hub of food innovation30:12 – Collaboration and creative problem-solving32:42 – Building the Gastro Hub in just 13 weeks34:21 – Merging tech, design, and human experience35:11 – Final thoughts and key takeaways 🔗 Listen or Watch: 📺 YouTube: https://youtu.be/HI4sc5a0nqo

In this episode of the CX Insider Podcast, we’re joined by Zertashia, Director of Customer Experience at Amazon, for a deep-dive into what truly defines world-class customer experience at scale. We unpack how Amazon scales empathy, trust, and operational excellence globally—making customer experience not just a principle, but a system embedded into every layer of the organisation. From treating defects like data points to ensuring customers are never metaphorically "on mute," this conversation is packed with real insights and practical mechanisms for founders, CX leaders, and innovators in any industry. Content: 00:00 – Intro: Scaling with Purpose 00:47 – From Headsets to Global CX Strategy 03:07 – Trust Over Charm 07:50 – Universal Truths in CX 09:46 – Mechanisms vs. Mantras 13:23 – CX Across Silos 17:11 – The Myth of Customer Delight 21:37 – Global Scale, Local Relevance 24:50 – Don’t Wait for Breakage 28:18 – Unmute the Customer

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’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

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 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 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

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 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.

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

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