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

ACF Technologies
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The customer experience insights you wish you knew sooner. A podcast interviewing customer experience leaders and experts who share industry ideas. Sponsored by ACF Technologies

  1. 23 OCT

    "creating impact in what you build"- W/Abdul Khaled (E.ON Next) #133

    🕒 Timestamps: 00:00 – Opening thoughts: Building with purpose 00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next 00:49 – Abdul’s career journey: from engineer to CX leader 02:13 – How psychology shapes customer experience 03:26 – Introducing Compass: operationalising CX strategy 05:03 – Why relying on surveys alone can be dangerous 06:06 – Behavioural insight: the “fruit bowl” example 🍎 07:30 – Turning feedback into action through real-world testing 08:39 – From insight to delivery: closing the CX gap 09:55 – Why most CX initiatives fail — and how to fix it 11:18 – The four stages of CX maturity 12:39 – The Compass model: a strategic and operational approach 13:05 – The seven Compass principles explained 13:47 – Simplifying decision-making (Cognitive Ease) 14:20 – Creating seamless experiences (Orchestrated Journeys) 15:47 – Making energy memorable: E.ON’s “Free Energy Days” ⚡ 17:17 – The power of perceived value — and the psychology behind waiting 18:42 – Activation, Social Influence, and Context in CX 20:18 – Why perception matters more than time 20:39 – Breaking silos: how tech and CX teams collaborate 21:58 – The “Acceleration Team”: turning insight into rapid delivery 23:34 – Leadership and hiring for attitude, not just skill 25:13 – Empowering teams through purpose and problem-solving 26:28 – The importance of clarity and direct communication 27:06 – Quickfire Questions 🔥 27:35 – Fun hypotheticals and light-hearted moments 28:04 – Travel and exploring simplicity in other cultures 🌍 29:38 – Finding your superpower and the role of self-belief 30:16 – Closing reflections: resilience, growth, and mindset 🔗 Listen or Watch: 📺 Watch full episode here https://youtu.be/9eeqOIeS5Nc 🔖 Tags: #CXInsider #EONNext #CustomerExperience #DigitalTransformation #Leadership #Innovation #CompassFramework #Podcast #AbdulEon

    31 min

  2. 23 OCT

    Brand activation using innovation centres W/ Ian Toal (Oscar Mayer)

    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 Insider 00:31 – Introducing Ian Toll, CEO of Oscar Mayer UK 00:52 – Ian’s 38-year career journey in food and drink 01:38 – The transformation of Oscar Mayer UK 03:00 – What is the Gastro Hub and how did it begin? 05:18 – From idea to innovation: designing the perfect hub 06:23 – The six chapters of the Gastro Hub experience 07:09 – Inside Mission Control: setting the stage for innovation 09:00 – Sensory insights and customer testing 10:48 – Rethinking packaging and sustainability 13:35 – How immersive environments spark creativity 14:24 – What clients gain from the Gastro Hub experience 16:53 – The power of choreography in innovation 18:05 – Designing every detail: from carpets to antiques 20:14 – The difference between a showroom and an innovation centre 21:25 – Empowering teams through creativity and collaboration 22:53 – Why sensory engagement matters 25:37 – The post-Covid innovation culture 27:00 – Building purpose-driven experiences for the future 29:05 – Making Wrexham the UK’s hub of food innovation 30:12 – Collaboration and creative problem-solving 32:42 – Building the Gastro Hub in just 13 weeks 34:21 – Merging tech, design, and human experience 35:11 – Final thoughts and key takeaways 🔗 Listen or Watch: 📺 YouTube: https://youtu.be/HI4sc5a0nqo

    41 min

  3. 23 JUL

    "a placement students' bible" - W / Elysia Filaitis (CX Insider Podcast

    In this episode, we flip the mic as Elysia—our Marketing Executive, podcast editor, and host—sits on the other side of the sofa to reflect on her transformative placement year. From navigating a tough recruitment process to running a podcast solo, Elysia shares honest insights, valuable tips, and the lessons that shaped her journey. Content:  00:00 – “Don’t wait for opportunities” – Elysia core mindset 01:18 – Starting the placement year & studying at Loughborough 02:40 – How she found her placement using LinkedIn and Bright Network 05:10 – Recruitment tips: video submissions, interviews & the STAR method 08:41 – What employers really look for: enthusiasm, innovation, knowledge 13:43 – Biggest adjustments from uni to working life 20:27 – How university (societies & modules) prepared her for the role 25:41 – A typical day as a podcast host & marketing intern 27:21 – Projects she’s proud of: rebranding thumbnails & email campaigns 31:59 – Final advice: take initiative, make connections, and ask questions

    37 min

  4. 2 JUN

    "don't wait for things to break" - W / Zertashia Awan (Amazon) #131

    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

    32 min

  5. 25 APR

    "managing data in the age of AI" - W / Janet Xinyi Guo (Lloyds Banking Group) #130

    In this episode, we sit down with Janet Xinyi Guo, a leading expert in data management and digital transformation at Lloyds. With over 7 years of experience driving one of the UK’s largest digital transformation programs, Janet brings deep insights into the intersection of AI, data ethics, and responsible data usage. Content: 00:00 – Introduction 03:15 – What is Data Ethics? 06:40 – The Role of AI 10:20 – Responsible AI 14:05 – Data Centralisation 17:30 – Data Storage 21:10 – Enhancing Customer Experience 24:45 – Surfacing the Right Data 28:20 – Navigating Regulations like GDPR

    31 min

  6. 7 APR

    "track, assess, & classify risks" - W / Keir Henderson (Precisely) #129

    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.

    33 min

  7. 17 MAR

    "Accelerate, Change, or Lose" - W / Colt Whittall (Bravo17) #128

    In this episode of the CX Insider Podcast, we sit down with Colt Whittall, the Managing Partner and Founder of Bravo17. Colt shares insights from his incredible career in digital transformation, IT strategy, and user experience at scale, including his pivotal role in modernizing IT for 700,000+ personnel. If you're passionate about CX, IT transformation, and leadership in large organizations, this episode is a must-listen!   Content: 00:00 - Introduction 00:50 – Colt’s Career 09:44 – ‘Fix Our Computers’ 14:05 – IT Challenges 18:59 – Measuring UX 22:50 – Fixing Air Force IT 26:04 – COVID-19 30:28 – Identifying Customers 38:17 – Tech Upgrades 49:28 – Improving PCS

    55 min

  8. 17 FEB

    "Learn, Relearn & Unlearn" - W / Sam Grogan (Loughborough University) #127

    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

    49 min
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The customer experience insights you wish you knew sooner. A podcast interviewing customer experience leaders and experts who share industry ideas. Sponsored by ACF Technologies

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