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

This is not an easy question. Greg and Valentina interviewed Bruno Pešec, a business consultant, and compared the most significant obstructions traditional banks face on the journey of digitalization. Bruno talks in detail about the common causes for digital dropouts, the emphasis on psychological safety, and why traditional banks have lower customer satisfaction than their digital rivals.


Check out Bruno’s website https://www.pesec.no/

Hello everyone, this is Valentina, the host of CX Insider. Our podcast started in 2019 to connect professionals from the CX space and share knowledge, insights and give advice on how to deliver the best customer experience. We invite researchers, academics and industry experts from retail, banking, government and healthcare to share their stories with you. So if you want to learn and join our community, hit the subscribe button and listen to our bi-weekly episodes.

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!

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/

46% of job seekers say that company culture is very important when applying for a job. Stuart Anderson, a Clientelling & Service Consultant at Selfridges, advises on how to help your employees adapt to your culture, implement a cultural change and what to do if your team is resistant to change. Is it okay to reject a candidate who is not a cultural fit? What does it mean anyway? Valentina addresses these controversial topics many people would disagree with. 


Connect with Stuart https://www.linkedin.com/in/stuart-anderson-9888b0130/

Allison Hartsoe, Founder & CEO of Ambition Data, shares her experiences as a female leader in the technology industry. She talks about the difficulties and challenges she has faced as a CEO and as a woman in business. Valentina addresses burning topics like gender biases in the workplace and the pressure on women to chase their careers and focus on their families. The host of the Customer Equity Accelerator Podcast recently published her book The Age of Customer Equity: Data-Driven Strategies to Build a Sustainable Company. 


Find out more about Allison: https://www.linkedin.com/in/allisonhartsoe/


Read more about her latest book: https://www.amazon.co.uk/Age-Customer-Equity-Data-Driven-Sustainable/dp/1737518104/ref=sr_1_1?crid=3CN06RFAZJI1H&dchild=1&keywords=the+age+of+customer+equity&qid=1634315536&qsid=260-5733908-0796837&sr=8-1&sres=1737518104%2C0684864665%2CB07N7GRHNK%2CB00C7TB7ZE%2CB000H5U2NS%2CB082QMHW3R%2CB07TXGM2MJ%2CB07MXYK7NW%2CB07JL13H4K%2CB07WVRL2NZ%2CB07BH2VXXL&srpt=ABIS_BOOK