Customer Engagement Examples of Excellence
Engage Customer is a podcast from EngageCustomer.com covering hot topics and practical tips in customer engagement, customer experience and marketing. Each episode features interviews with leaders from major brands such as Facebook, IKEA, Nespresso and LinkedIn, who share their own journeys and success stories. Guests discuss the strategies, tools and cultural changes behind their customer engagement programmes. Listeners get concrete ideas and lessons they can apply inside their own organisations.
Episodes
Strategy & Leadership in Focus: Embedding Customer-Centric Thinking Across the Business
Podcast Description:Join Claudia Nicholls-Magielson from Simplyhealth, Alexander Toft from Moonpig and Richard Pash from Zurich Insurance Company as they explore how modern customer leaders blend empathy, data and technology to drive meaningful customer outcomes and commercial growth. Recorded live on the main stage at our recent Engage Customer Summit, this episode dives into real-world stories o
Migrating from Telephony to Chat: Lloyds Banking Group’s Messaging CX Transformation
In this episode, Sam Holley, Senior Messaging Experience & Performance Manager takes us behind the scenes of Lloyds Banking Group’s shift from a telephony-led contact model to a chat-driven, mobile first experience. Drawing on real numbers, hard won lessons, and cultural change at scale, Sam shares how the team grew chat from a niche channel to a core part of customer contact, significantly li
Making the Journey Matter: Aligning Teams and Driving Improvement
In this episode, we bring you a recording from our recent Engage Customer Summit, Mark Clydesdale, Head of Strategic Consulting at Tap CXM, Oliver Parsons, Head of Ecosystems, Customer Propositions at Lloyds Banking Group and Preyan de Silva Head of Ticketing, All England Lawn Tennis Club (AELTC) at Wimbledon explore what it really takes to design and deliver customer journeys that work in practic
Beyond Satisfaction: Redefining Customer Delight at Porsche
In this episode, recorded live at our recent Engage Customer Summit, Jana Kreissig and Doris Kauffman from Porsche explore how organisations can move beyond traditional satisfaction metrics to create genuinely excited customers. From rethinking CX measurement to embedding actionable insights across the business, they share how the Customer Excitement Score is reshaping the way Porsche understands
Can We Fall in Love with a Brand? How AI is Rewriting Loyalty and Emotion
Join us for an inspiring recording from our recent Engage Customer Summit, featuring Martin Villanueva's, Global Customer Engagement Lead at IKEA, lively insights on transforming brand loyalty into genuine trust. In this episode, Martin shares personal stories and expert guidance on creating deeper emotional connections with customers, explores the evolving role of technology and Emotion AI, a
Loyalty Without Limits: Engaging Customers Across Generations
In this episode, recorded live at our recent Engage Customer Summit, Sarah Mitton (Head of Customer Engagement at Sovereign Network Group) and Adam Mills (Head of Insight, Loyalty and Strategy at The Wine Society) explore what it takes to build meaningful customer relationships across generations.From balancing digital and face-to-face engagement to redefining loyalty as a sense of belonging, they
Liverpool FC Case Study: Success Looks Different for Everyone
Join Jo Kirkham, Vice President of Fan Experience at Liverpool FC, as she lifts the lid on what it really takes to run a world‑class contact centre for one of the world’s most passionate fanbases. This episode is a recording from our recent Customer Engagement Summit, where Jo shares candid stories, human moments and practical lessons on balancing fan expectations, emotional peaks in demand and op
From Disruption to Loyalty: Teresa Restucci on Customer Experience at British Airways
In this episode of Customer Engagement – Examples ofExcellence it was a delight to welcome Teresa Restucci, Head of Customer Experience Customer Care - British Airways.Teresa began by telling us that her interest in data and analytics led to her first opportunity at BA that has served her well in her increasingly responsible roles within BA customer service operation.She shared insights into the
Human Empathy in a Digital Age: Bill Kalyan on Evolving Customer Service
In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Bill Kalyan, VP Business Services at Deutsche Bank.Bill began by sharing his extensive and diverse journey in customer service with leading retail and financial services organisations and how that has been so instrumental in his approach to his current role with Deutsche Bank.He took us through the evolutio
From Contact Centres to Customer Centricity: Tracy Kellaway on Empathy, Voice of the Customer and AI
In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Tracy Kellaway, Executive Director of Consumer Care Operations at the Estée Lauder Companies.Tracy began by sharing her extensive and diverse journey in customer service with leading retail, financial services and utility brands and how that has been so instrumental in her empathetic approach to her role wi
Fixing Friction, Not Just Adding AI
Global CX AI Lead at Zoom, Laura Ball, joins host Martin Hill‑Wilson to explore how organisations can use AI to remove friction from customer journeys rather than simply layering new technology on top of old problems. They discuss the loyalty “gap”, lessons from the first wave of omnichannel, what good human‑AI partnership looks like in the contact centre, and the skills, governance and mindset ne
AI, Feedback, and People-First Transformation: Driving Employee and Customer Experience at Ericsson with Jason Bloomfield
In this episode of “Customer Engagement – Examples of Excellence”, we meet Jason Bloomfield who is Global Head of People Change & TA Transformation at Ericsson.Jason shares his diverse business and strategy experiences in various global roles and the increasingly important role that AI is playing where HR meets IT and the benefits that this drives for both customers and colleagues.We spoke abo
Empathy, Empowerment, and AI: Elevating Customer Complaints at Vanquis Bank with Leigh-Anne Gray
In this episode of “Customer Engagement – Examples of Excellence”, we meet Leigh-Anne Gray who is Senior specialist complaints manager at Vanquis BankLeigh-Anne shares her diverse business experiences in various roles in the financial sector and especially how complaint handling has evolved over the years.She tells us about the importance of creating an environment where colleagues are encouraged,
How Social Media Shapes Culture, Connection and Customer Experience at HSBC
In this episode of “Customer Engagement – Examples ofExcellence”, we meet Hannah Ratcliff-Barnes who is Social Media Lead at HSBC.Hannah shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at HSBC.She tells us about the importance of making social media acore element of the HSBC contact Centr
From Acquisition to Advocacy: Elevating Customer Lifetime Value
In this episode of “Customer Engagement – Examples of Excellence”, we meet Stephen Akadiri, SEO & Organic Growth Strategist. This episode takes a fresh look at Customer Lifetime Value, moving beyond a simple financial metric to a framework for relationships, loyalty, and advocacy.Key discussion points include:Breaking barriers to measurement: common pitfalls and how to combine qualitative and
Transforming Customer Experience in Financial Services: Guardian’s Journey with Kerv
In this episode of the Engage Customer Examples of Excellence Podcast, host Will Lusted, Senior Account Manager at Kerv, sits down with Mike Tamblin, Front Office Manager at Guardian Financial Services. With 17 years’ experience in financial services, Mike shares first-hand insights into Guardian’s transformation journey. Discover how they’ve reimagined customer engagement, the challenges they’v
Leading with Inclusion: How Neurodiversity Shapes Customer and Employee Experience at Leeds Building Society
In this episode of “Customer Engagement – Examples of Excellence”, we meet Kelly Shippen who is Head of Customer Operations at Leeds Building SocietyKelly shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at Leeds Building Society.She tells us about her passion for Diversity, Equity, Inclus
Word of Mouth, Redefined: Real Communities, Real Results
In this episode of “Customer Engagement – Examples of Excellence”, we meet Ben Briggs from Join the Dots, part of Salocin Group and Tom Ridges from Herdify where they share how real-world influence and word of mouth delivered to real-life communities are increasingly valuable and cost-effective routes to new customers. This approach combines data led, media campaign strategy with innovative AI tec
Making Every Conversation Count: How Klearcom Is Elevating Global Customer Experience Through Innovation and Human Touch
In this episode of “Customer Engagement – Examples of Excellence”, we meet Mark Rohan Co-Founder and COO of Klearcom, developers of the leading customer call path testing platform supporting IVR and Conversational AI deployments.Mark shares how having co-founded Klearcom in 2018, he believes in making every conversation count and leading Klearcom’s mission to improve customer experience one conver
Agile Marketing in Action: How Zoë Merchant Drives B2B Results with Experimentation, Storytelling, and AI
In this episode of “Customer Engagement – Examples of Excellence”, we meet Zoë Merchant Founder and Managing Director of Bright, an award-winning B2B marketing consultancy on a mission to make marketing more effective through agility and experimentation.Since 2013, she’s helped major B2B brands ditch static strategies and embrace agile ways of working that deliver results faster, smarter, and more
Creating Unforgettable Experiences: How Trivandi Transforms Major Events into Purpose-Driven Success with James Bulley
In this episode of “Customer Engagement – Examples of Excellence”, we meet James Bulley Co-Founder and CEO of Trivandi an organisation that transforms ambitious visions into unforgettable experiences for major events, venues, destinations and sports organisations. James shares how he founded Trivandi in 2013, from the success of the London 2012 Games, with the goal of bringing together the right
AI for Non-Tech: Demystifying Artificial Intelligence for Business and CX Leaders
Curious about artificial intelligence but don’t speak “tech”? Join renowned CX leaders Brian Manusama and Martin Hill-Wilson as they break down AI in clear, relatable language for business professionals, customer experience teams, and anyone eager to understand AI’s real-world impact-no coding required. Drawing on decades of industry expertise, Brian and Martin tackle the essentials: how AI works,
Human-Centric AI in Action: How Cotswold Outdoor Group Is Redefining CX
In this episode of the Engage Customer Podcast, host Martin Hill-Wilson sits down with Lee Fairhurst, RVP Sales at Zendesk, and Brad Matthews, Customer Service Operations Manager at Cotswold Outdoor Group, to explore how AI is transforming the customer experience landscape. Drawing on insights from 2025 UK CX Trends Report, the conversation dives into the real-world impact of AI assistants, the r
Brewing Digital Success: Greene King's Journey with Treasure Data’s Customer Data Platform (CDP)
In this episode, dive deep into Greene King's remarkable digital transformation journey with Treasure Data’s Customer Data Platform (CDP).Ben Scott, Digital Product Manager at Greene King, sits down with Ashwin Basu, Account Director from Treasure Data to discuss Greene King's digital transformation journey during the pandemic.He shares the compelling story of how Greene King, a leading pu
The Price of Football: Kieran Maguire on Finance, Fair Play & the Future of the Game
In our latest episode we meet Kieran Maguire, Football Finance Lecturer, Award winning Author and “Price of Football” Podcast Presenter.Kieran shares how he has engaged with the often-opaque world of football finance as a way to help his students have a better understand of economics in a real-world scenario.We get his thoughts on how the Premier League (PL) era has brought significant improvement
Every Word Matters: Elizabeth Stokoe’s Guide to Better Conversations
In our latest episode, we meet Elizabeth Stokoe, author, leading expert on conversational analysis, and Professor and Academic Director of Impact at the London School of Economics and Political Science (LSE), UK. Liz shares her considerable experience in analysing conversations in real interactions, the importance of understanding that every word matters, and the subtle differences that each word
The Role of AI in Government: Walsall Council’s Transformation with Kerv
With AI moving so fast, it is important councils are investing in the right tools for their agents.
Our latest podcast episode takes a closer look at how artificial intelligence is being used to improve the way local government works.
Host Stacey O’Donnell, Customer Success Manager at Kerv chats with Kiran Lehal, Customer Delivery Manager at Walsall Council about their journey towards digital tra
Serving Up Excellence: How Neil Gregory Builds Culture, Connections, and Customer Loyalty at Naked Wines
In this episode of “Customer Engagement – Examples of Excellence”, we meet Neil Gregory, People and Service Director at Naked Wines, whose background as a tennis coach helping others to be their best, has prepared him well for his current role Neil shares his passion for developing a strong team culture based on key habits that bring out the best in his team to build strong personal relationships
Customer Care in the Air: EasyJet's Strategies for Success with John Leighton
In this episode we meet John Leighton, EasyJet's Customer Service Director, who has had a varied and impressive career in the travel, hospitality, and retail sectors. John shares his thoughts on the changes he has seen over his 22-year career and the key role that AI, relevant customer data, and other technologies have played in this evolution.
He tells us that while the airport journey is made u
RT7 Digital - The Amazon Effect: Transforming CX, E-Commerce, and Marketing in the Digital Age
In this episode, we meet Mike Walker, Head of Marketing at RT7 Digital, a full-service specialist marketing agency for Amazon.
Mike dives deep into Amazon’s game-changing approach to customer satisfaction and its role in shaping the company’s success as a marketplace.
He explores the lessons other organisations can take from Amazon’s relentless focus on customer experience (CX) and how it has bec
Mums in Marketing: Building a Community and Navigating Industry Challenges
In this episode, our guest host Rachel Aldigheri is joined by Mums in Marketing's Founder, Claire Ferreira, to discuss the journey and impact of this unique community. Claire shares her personal story and what inspired her to establish Mums in Marketing. They delve into the nature of the community, describing the diverse backgrounds and experiences of its members. Claire reflects on the lessons l
The Power of Inclusion in CX: Lessons from Lucie Child
In this episode, we meet Lucie Child, Head of Strategy, Planning & Control for Customer Care at The Very Group. Lucie shares her diverse business experiences across various companies and how these have been highly beneficial in preparing her for her current role at The Very Group.
She tells us about her passion for driving business change through deep customer understanding and market insight,
Revolutionising Travel: Georgia Aubrey on Scaling Lovetovisit and Redefining UK Experiences
In this latest episode, we talk to Georgia Aubrey, Co-Founder and Partnership Director at Lovetovisit, the Cardiff-based company that recently secured £3.2 million in VC funding to scale its platform for discovering and booking activities across the UK.
Georgia shared how, along with co-founders Fred and Alice (her twin sister), they recognised that consumers are looking for ways to connect with "
UCL’s Transformation Journey with Kerv
In this episode, our host Charlie Skinner, Customer Success
Manager for UCL at Kerv Experience, talks with Ian Calkin, who has worked at UCL for over 23 years.
They discuss UCL’s recent transformation journey with Kerv
and the positive impact that this has had on engagement within the university.
Engaging Fans: Behind the Scenes with Brighton & Hove Albion’s Jenny Gower
In this latest episode of The Voice of Customer Experience, we talk to Jenny Gower, Head of Ticketing and Supporter Services for Premier League team Brighton & Hove Albion.
Jenny has been with Brighton for 11 years and leads an enthusiastic and engaged team in a wide range of customer-facing activities that have a positive and lasting effect on the fan experience at the Amex Stadium and beyond
Atom Bank’s Customer Experience Transformation Journey with Kerv
In this episode, our host Sarah Woolley meets Atom Bank’s Emily Callander and Ben Evans.
Listen to discover Emily and Ben’s:
• Top Customer Experience priorities when starting their transformation journey
• Experience of implementing AI into their CX operation
• Business outcomes that have improved significantly since transforming with Kerv and Genesys
• Thoughts on AI and how it’s making waves
Unlocking Customer Value: Insights from Colin Shaw on Experience, AI, and Empathy
In this latest episode of The Voice of Customer Experience, we talk to Colin Shaw, a trailblazer in the field of customer experience and marketing, a renowned keynote speaker, consultant, and author, and the founder and CEO of Beyond Philosophy LLC.
Colin shares his thoughts on the apparent decline in enthusiasm for customer experience, noting that many executives are failing to see the return on
Stitching Together Customer Experiences: Greg Reed's Approach at PFP
In this episode of “The Voice of Customer Experience,” we meet Greg Reed, who is the Group CEO of Places for People (PfP). Greg tells us about the challenges of delivering a consistent and effective customer experience across five different customer groups and shares his vision for identifying the one element that could tie these businesses together to make PfP unique.
He goes on to explain how
What Customer Experience Means to Both Large and Small Business Customers with Kate Birtles
In this episode of “The Voice of Customer Experience”, we meet Kate Birtles, Customer Service Director at Biffa.
Kate takes us inside the world of waste management and tell us what great customer experience means to both large and small business customers.
She shares the importance of how all employees have a role to play in delivering great customer experience and the value that proactive communi
Transforming Urban Transit: Localising Customer Experience and Navigating Innovation with James Dolling
In this episode of “The Voice of the Customer” podcast we meet James Dolling, Head of Customer Proposition at Arriva Rail London.
James takes us behind the scenes of the London Overground service and how they have addressed many of the challenges facing mass transit in a large metropolis.
James delves into the significance of localisation and how considering the diverse needs of specific communiti
Simple, Impactful Strategies for Every Employee: Creating Remarkable Customer Experiences with Dan Gingiss
In this latest episode of “The Voice of Customer Experience we talk to Dan Gingiss a renowned customer experience keynote speaker and author and the founder of The Experience Maker.
Dan tells us how a remarkable customer experience is a company’s biggest competitive advantage, but that two-thirds of consumers can’t remember when they had a good experience.
He goes on to share the value of buildin
The Power of Simplicity: Rethinking Customer Experience with Adrian Swinscoe
In this episode of “The Voice of Customer Experience”, we meet Adrian Swinscoe, who has had a 25-year career in consulting, writing, speaking, workshops and advisory work in the areas of strategy, customer service/experience, customer insight, marketing and business development as well as being an author of the Punk series on CX and a very experienced and established podcaster in his own right.
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Empathy in Action: Sarah Williams on Transforming Customer Experience at Westminster Council
In this episode we meet Sarah Williams Head of Customer Experience at Westminster Council. Overseeing a team of 200 colleague Sarah takes us on a journey to share their mission of consistently and professionally meeting the needs of Westminster residents by being ambitious, data led and customer centric.
She tells us proudly that this means that they have also created an inclusive and employee fo
Beyond Quality: David Avrin on Simplifying Customer Experience for Competitive Edge
In this episode of The Voice of Customer Experience we meet David Avrin who is a Customer Experience Keynote Speaker, Consultant, Author and Podcaster, among many other things, and an author of seven books including his latest, “Ridiculously Easy to Do Business With - A practical guide to giving customers what they want-how and when they want it”
David shares some valuable nuggets with us and say
Driving Fan Engagement: Matt Roberts on Formula E's Data-Driven Success
In this episode we meet Matt Roberts, VP Customer Insight at Formula E. Matt shares the journey that Formula E have been on to significantly increase fan engagement and event attendance through the effective and timely use of relevant and valuable insight and data.
He tells us that from a standing start in 2021 with relatively little data and insight they have grown their CRM fan database to over
The Voice of Customer Experience: Gerry Brown and Sabina Onwuka
In this episode we meet Sabina Onwuka Head of Customer Services at the London Borough of Barking and Dagenham. In this warm and inspirational conversation, Sabina shares the importance of empowering and engaging employees in a way that enables them to deliver empathetic and positive outcomes for all of their residents.
She introduces us to idea of amplifying “The Silent Voice of the Customer.” A
The Voice of Customer Experience: Gerry Brown and Nick King
In this episode we meet Nick King Insight Director at AutoTrader. In this interesting and insightful discussion, Nick takes us on a journey thorough the fast-moving world of car buying and selling and tells us how data and insight has dramatically redrawn that landscape.
He shares that much of the initial activity is carried out online due to the vast amount of data available meaning that consume
The Voice of Customer Experience: Gerry Brown, Vinay Parmar and Jerry Angrave
In this episode we meet Jerry Angrave from
Empathyce and Vinay Parmar of Dhruva Star, two highly qualified CX professionals with extensive experience in travel and transportation. In this fast paced and broad ranging discussion, we look at the challenges faced by
many segments of the travel industry, and the impacts on the passengers and customers when things don’t go to plan.
Jerry and Vinay disc
The Voice of Customer Experience: Gerry Brown and Alex Williams
In this episode we meet Alex Williams , Head of Contact Centre at UK Power Networks, a distribution network operator for electricity covering Southeast England. In this wide ranging and informative discussion, Alex discussed the importance of supplying and maintaining power to over 25 million people and the challenges that arise when that supply is threatened.
He told us how UK Power Networks has
The Importance of Evolution, Before Revolution: A Fireside Chat With Rebecca Brooks-Daw, Senior Customer Experience Strategy Manager at AXA Health
Transformation doesn’t always have to be revolution and while big bang revolution is often perceived as the exciting, results generating differentiator, in an industry that hasn’t always been known for innovation and transformative change, evolution plays a huge part.In this chat Rebecca will take us through how AXA Health are embedding a customer centric culture, empowering colleagues to listen t
The Voice of Customer Experience: Gerry Brown and Lawrence Heath
In today’s episode our Guest Host Gerry is joined by Lawrence Heath, founding partner and lead CX strategist at Untangld. In this wide ranging and informative discussion, we look at the often undervalued and overlooked, but vitally important, soft skills, that are key complements to technical and operational elements of delivering great Customer Experience.
The Role of Technology: Co-creating Financially and Technologically Sound Business Cases
In this episode we meet Nicola Collister and Simon Norrie, co-founders of Custerian, an innovative and well established People Change Agency. In this fast paced and broad ranging discussion, we look at how by focusing on customer outcomes, and co-creating financially and technologically sound business cases, they have helped a range of business achieve their business goals. We discuss the role of
The Future of CX
In this episode our Guest Host Gerry Brown is joined by
Genesys experts Zaheer Gilani, Director Strategy and Consulting and Kashaf Chaudhry, Director Strategic Accounts UKI.
Throughout the podcast, we discuss three main topics:
The significance of cloud for CX
The role of AI in CX
The future role of humans in CX
Revolutionising Workforce Management: A Customer Contact Centre Case Study from Benenden Health in Collaboration with Sabio and Genesys
In our latest podcast episode, industry experts Martin, Paul, Jim, and Steven Miller shared insights into Benenden Health's groundbreaking journey towards operational excellence in their customer contact centre. Through collaboration with Sabio and Genesys, Benenden Health has not only addressed operational challenges but also prioritised the wellbeing and support of their workforce, marking a
The Voice of Customer Experience: Gerry Brown and Louise Walsh
In this episode of The Voice of Customer Experience, Gerry Brown is joined by Louise Walsh, Chief Customer Contact Officer at Utilita Energy. Utilita formed in 2003, is the UK’s first and only specialist Pay As You Go Smart Energy supplier, whose mission is to offer consumers better service and a fairer deal. Louise has been with Utilita for over 12 years in a variety of increasingly important cus
The Voice of Customer Experience: Gerry Brown & Dion Millson, CEO of Elerian AI
In this episode of The Voice of Customer Experience, Gerry Brown is joined by Dion Millson, CEO of Elerian AI, whose innovative technology is helping companies automate telephone calls, using Intelligent Voice Agents (IVA) to deliver a natural, human-like interactions and a consistently great caller experience.
We’ll explore the differences between basic, generalist chatbots, and pre-trained IVAs
The UK CX Report: A Deep Dive into our Research Findings
In this episode we’re joined by Jean-Francois Damais, Global
Chief Research Officer and Jamie Thorpe, Head of Experience Management (XM) at Ipsos.
Following the publication of the UK CX Report, we’re delighted to delve deeper into the research findings from this unique cross-industry study carried out by Engage Customer and Ipsos.
Listen now for analysis and insight into the findings that will hel
The Long Game of Loyalty: A Fireside Chat with Divya Kerslake, Head of Customer Strategy at Virgin Red
Everywhere you turn, every company you transact with is trying to sign you up to their new loyalty scheme. Retail is saturated with loyalty schemes but are they effective? Divya will explore the rise of loyalty schemes, their purpose and how to create lasting relationships with your customers.
Embedding Vulnerability Consideration across Your Business: A Fireside Chat with Karen Stewart, Senior Vulnerable Customer Consultant at Standard Life
We are all potentially vulnerable at some stage in our lives be it a life event like redundancy or a bereavement through to our own health. Consumer duty is all about delivering good outcomes for all customers and vulnerability is mentioned more that 100 times in the final paper so from a regulatory aspect, it’s critical. We have never been driven by regulation alone and we have a market leading
Unlocking Customer Insights Through the Development of a Voice of the Customer Programme: A Fireside Chat With Charlotte Owen, Head of Customer Planning & Customer Relationships at Financial Times
Discover how the Financial Times works to understand their customer story.
Listen to this session from the 2023 Customer Engagement Transformation Conference, where Charlotte Owen, Head of Customer Planning & Customer Relationship shared how unlocking your customer needs and motivations supports strategic decision making and allows for commercial growth.
Getting Closer to the Customer: A Fireside Chat With Anna Wilcox, Customer Experience Director at Bupa
Bupa is a large global organisation and within the UK has over 26,000 employees supporting over 4.7 million customers with their health and care needs. As one of the leading health insurance providers in the UK, Bupa Insurance has witnessed the impact that Covid-19 has had on the population and the healthcare industry.
The pandemic has changed the world as we know it, our outlook on the world a
Putting Your App at the Heart of Your Customer Experience
The use of Apps has grown phenomenally through the pandemic years and are known to drive loyalty with customers. In a recent report from Google, they quoted that retail brands that design app journeys to drive customer loyalty have a Net Promoter Score that’s 32% better than retailers that do not.However, customers are starting to be more selective with the Apps they are keeping on their personal
Unlocking Customer Insights through the Development of a Voice of the Customer Programme: A Fireside Chat with Charlotte Owen, Head of Customer Planning, Customer Relationships at Financial Times
Discover how the Financial Times works to understand their customer story. How unlocking their needs and motivations supports strategic decision making and allows for commercial growth.
Unlocking Exceptional Customer Experiences: The Power of Empowered Employees
Engaged employees = Superior CX: Empowering employees boosts their engagement, leading to exceptional customer experiences.
Ownership and Initiative: Empowerment fosters employee ownership and initiative, driving proactive problem-solving and improved CX.
Collaboration and Innovation: Empowering employees encourages collaboration, knowledge sharing, and innovation, enhancing overall customer exp
The Strategic Importance of the Contact Centre
In today's podcast, Gerry Brown, Chief Customer Rescue Office at The Customer Lifeguard, and Leigh Hopwood, CEO at the CCMA, delve deeper into the importance of the contact centre and its role in driving customer loyalty and retention. They highlight the pressure on the frontline, the need to close the gap between customer expectations and service delivery, and the effective utilisation of con
Supporting Front Line Teams Having Difficult Conversations
A Fireside Chat with Sabina Onwuka, Customer Services Manager at London Borough of Barking and Dagenham.
Making the Changes to Make Hybrid Work: A Fireside Chat with Lucie Child, Strategy Lead, Customer Care at The Very Group
Hybrid working is without doubt one of most significant changes to the way we work in living memory. For many businesses, enabling remote working was a necessary response to ensure business continuity in the face of the challenges thrown at us by the pandemic. We now have the opportunity to take stock; to reclaim control, create balance and reshape the new ways of working in a way that works for o
Using Speech Analytics to Track Vulnerability and Cost of Living Consumer Behaviours
Recognising the needs of vulnerable consumers can be paramount to ensuring great customer services. Hear from Tandem Bank's Managing Director of Servicing and Tandem’s Customer Experience Manager on how they utilised speech analytics to track vulnerable and cost of living consumers behaviours.
E.ON Next Reveals How to Create a Customer-First Culture
Set up in the midst of the pandemic, E.ON Next is a new energy supplier focused on renewable energy. In a podcast for Engage Customer, CEO of Soul Corporations and Guest Editor at EBM Nicholas Brice spoke to E.ON Next’s Head of Digital Customer Experience Abdul Khaled. Together, the two discussed what it means to be a customer-centric organisation and how companies can provide value to their custo
Adapting Service for Vulnerable Customers: A Fireside Chat with Andy Harrison, Senior Manager, Vulnerable Consumers Lead at Fidelity International
After 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive a
Becoming Truly Customer-Centric: A Fireside Chat with Maria Vidler, Head of Resolution at Starling Bank
Maria is the Customer Outcome & Resolution Director for Starling Bank. She is an experienced senior leader, with a proven track record in the financial services sector which spans over 20 years. Maria cares passionately about customer centricity and has successfully delivered a number of operational performance and customer experience improvements at multiple financial services org
Innovation At Speed: A Fireside Chat with Lynzi Ashworth, Campaign Planning and Analytics Center of Excellence Leader - UK, EMEA and APAC at Aon
As the Global Centre of Excellence (CoE) leader Lynzi oversees the running of global and regional campaigns that tell the Aon Story and support business growth. On setting up the campaigns CoE Lynzi took the marketing organisation from operating in solios to a more effective model which ensures Aon’s has a globally consistent go to market approach as well as allowing for innovation and scale at sp
Overcoming Challenges in a Digital-First World: A Fireside Chat with Anuj Agarwal, Data and AI Lead at NatWest
Anuj is a technical leader with a substantial delivery record of complex technology platforms including Cloud Transformation, Data Modernization, Fintech Products, and Data-driven Algo Trading.Anuj enjoys leveraging strong business and technical acumen to facilitate world-class customer-centric products leveraging data, blockchain, and AI. He maintains a proven track record of working effectively
Managing Different Customer Demographics: A Fireside Chat with Allison Coucher, Senior Service Strategy Manager at Sky
Allison has worked in the Telecommunications industry for 26 years and is currently working in Service Strategy in Sky Group Technology, focusing on TV Customer Experience and primarily the technology that underpins and supports that– a topic which she is extremely passionate about.Her focus is on ensuring that Sky customers are able to enjoy all of the great content and products that they love ri
Guest Experience During and After the Pandemic: A Fireside Chat with Frans Leeanaars, Group Customer Experience Director at TUI
Frans is CMO Western Region (Belgium, Netherlands, France) for the TUI Group since 7 years, overseeing all marketing & customer disciplines in the three countries. After a huge rebranding exercise towards TUI in the different markets, he worked with his teams on building a truly omnichannel brand, which resulted in several awards both for best website & best retail experience.Two years ago he has
How are knowledge management initiatives revolutionising the human experience?
Hear from some of the industry’s experts as they discuss How knowledge management initiatives are revolutionising the human experience.Joining us for today’s panel, we have Kathy Shine, Training and Knowledge Specialist at Fexco, Matthew Kemp, Head of CRM and Customer Operations at Formula One, Victoria Duxbury, Associate Director Knowledge Development at BCLP Law and Karina Battaglia, Innovation,
Stop Juggling: How to Take Control of all Your Enterprise Knowledge
When it comes to discovering knowledge within an organisation, people often ask, "why can't we just have Google?" The amount of digital information is growing faster than ever, and it's being created and stored in tons of different locations. Employees are then left with the burden of searching endlessly, often coming up with incomplete or inaccurate information. Learn how large, complex organisat
The Main Risks of Not Adopting a KM Strategy: Your Coffee Break with Brendan Thompson, Knowledge Management Lead at Facebook Inc
I’ve worked as a professional librarian for close to twenty years in both public and private settings. I started as a paraprofessional at North Carolina State's DH Hill Library and eventually transitioned to the US Environmental Protection Agency (EPA) and the National Institute of Environmental Health Science (NIEHS) while pursuing my Masters in Information and Library Science from UNC-Chapel Hil
How is the future of work is shaping KM? Your Coffee Break with Barbara Bitondo, Lead Designer, Knowledge Solutions at The World Bank Group
Barbara Bitondo is a senior specialist who leads strategic, transformational corporate initiatives and global knowledge-sharing experiences in partnership with learning, communications, information management and human resource teams at the World Bank Group. She has been recognized for designing replicable, scalable experiences that expedite tacit knowledge transfer and combine emerging/existing,
Common Mistakes in Implementing Knowledge Management Initiatives: Your Coffee Break with Pete Poul-Graf, VP, Global Service Desk, Service Now Dev-Ops, Transformation and Workspace, Customer Care at DHL
Pete is a “People-focused transformational leader’ who is passionate about customer service, helping others achieve goals, and driving a continuous improvement mindset. Inspire a team of 50 nationalities speaking 17 languages to embrace challenges; drive visible, measurable high performance. Direction-setter and key influencer who shapes opportunities and people to foster success, stability, and g
