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

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

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. 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

  2. 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

  3. 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

  4. 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

  5. 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

  6. 3 FEB

    "Your Customers Expect More" - W / Andrew Carothers (Cisco) #126

    In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes. With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.   Content: 00:00 - Introduction 02:48– The Evolution of CX 05:44– Business Impact 08:10– AI’s Role In CX 14:52– Personalisation 18:52 – 2025 Strategy 22:00 – Avoiding Mistakes 26:09 – Trust & Engagement 28:26 – Human Interaction 31:35 – Looking Ahead

    32 min

  7. 20 JAN

    AI Is Disrupting The Legal Industry - W / Alex Karim (Microsoft) #125

    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

    45 min

  8. 8 JAN

    Entrepreneurialism: Making Success Happen - Ajmal Mushtaq (Boss Pizza) #124

    In this episode of CX Insider, we sit down with Ajmal Mushtaq, the CEO and founder of Boss Pizza, to uncover how he went from a law graduate and corporate career to building one of the UK’s largest takeaway operations. Ajmal shares his inspiring journey, the sacrifices he made, and how he turned a struggling family restaurant into a revolutionary pizza brand that's reshaping the food industry. Contents: [0:00:00] Introduction to Ajmal & Boss Pizza [0:01:42] Career Journey: From Law to Pizza [0:03:37] Building the Largest Takeaway Operation [0:07:36] Launching Boss Pizza During COVID [0:08:08] Mega-Kitchen Efficiency [0:14:08] The Secret of Brand Success [0:20:20] Challenges of Franchising [0:22:31] How Tech Drives Growth [0:41:12] Building a Winning Team [0:42:33] Redefining Success

    1h 3m
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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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