Breaking the Blueprint

Iqbal Javaid & Vinay Parmar

Customer experience (CX) is evolving faster than ever—are you keeping up? Breaking the Blueprint is the podcast that challenges conventional thinking and explores what it really takes to deliver exceptional CX in today’s world.Hosted by Vinay Parmar & Iqbal Javaid, two industry veterans with decades of experience in CX strategy, technology, and leadership, this podcast brings you insightful conversations, expert perspectives, and real-world strategies to bridge the gap between technology, people, and customer emotions.Why Listen?🔹 Deep Industry Expertise – Iqbal and Vinay have worked with some of the biggest brands, driving CX transformation at scale.🔹 Tech Meets Human Experience – We break down how AI, automation, and digital solutions can enhance—not replace—human connection.🔹 Actionable Insights – No fluff, just practical strategies to help you optimise your CX operations and deliver measurable impact.🔹 Engaging Conversations – Featuring thought leaders, disruptors, and innovators shaping the future of customer experience.If you’re a CX leader, technology enthusiast, or business decision-maker looking to stay ahead of the curve, this is the podcast for you.🔊 Subscribe now and start breaking the blueprint!

Episodes

  1. DEC 12

    Making the Blueprint - Season Finale!

    What happens when the people behind Breaking the Blueprint turn the mics on themselves? In this special episode, producer Paul Banks joins hosts Vinay and Iqbal to uncover the story behind one of the most forward-thinking CX podcasts around. From retail beginnings to digital transformation, this honest conversation explores how purpose, vulnerability and human experience sit at the heart of authentic leadership and brand growth. Together they open up about lessons learned, tech mishaps survived, and how courage and curiosity have shaped every episode. You’ll hear how Breaking the Blueprint began as a simple idea between friends and evolved into a platform that challenges convention, connects leaders, and celebrates what truly drives loyalty – empathy, trust and great storytelling. If you’ve ever wondered how to build a brand with meaning, deliver customer experience that changes lives, or simply stay consistent when running your own business, this one’s for you. It’s a masterclass in resilience, creative thinking and leading with heart – shared by three people who live it every day. Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 5m

  2. NOV 14

    From Cost Centre To Insight Hub - The Contact Centre Revolution Has Begun

    In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid sit down with Xander Freeman, Director at Call Centre Helper, to explore the future of customer experience and how empathy is reshaping leadership. They unpack why proximity and listening matter more than ever in a hybrid world, how digital intimacy is transforming service delivery, and why true innovation begins with culture. Xander shares practical insights on transforming contact centres from cost centres to growth engines, building empowered teams, and connecting technology with humanity. This conversation blends strategy, leadership, and emotional intelligence — revealing how brands can create customer relationships that last. 🎧 Stay Connected with Breaking the Blueprint • YouTube: https://youtube.com/@breakingtheblueprint?sub_confirmation=1  • Spotify: https://open.spotify.com/show/5YgCeuWwbdZQZL3e1nV6Xq  • Apple Podcasts: https://podcasts.apple.com/gb/podcast/breaking-the-blueprint/id1728212787  • LinkedIn: https://www.linkedin.com/company/breakingtheblueprintpodcast/  • Website: https://breakingtheblueprint.buzzsprout.com Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 9m

  3. OCT 17

    Why Stadiums Are Now Data Farms

    Sports stadiums aren’t just places to watch a match anymore – they’ve become data farms. This episode of Breaking the Blueprint dives into how stadiums are transforming into year-round engagement hubs, where every fan interaction creates valuable insights. Our guest explains why the old matchday-first mindset is gone, replaced by experiences that stretch far beyond 90 minutes. From data silos to automation, from loyalty schemes to personalisation, we uncover what really drives value in modern sports business. We also explore how players are now brands, why shirt sales send shockwaves across global markets, and why stadiums are being designed to host far more than sport. The conversation breaks down how technology, culture, and commerce intersect – and what that means for future growth. If you want to know how sports organisations can turn fan passion into measurable revenue while improving the experience at every touchpoint, this episode has the answers. 🔗 More from Breaking the Blueprint: 📌 Subscribe for weekly episodes: https://youtube.com/@breakingtheblueprint?sub_confirmation=1 🎧 Listen on Spotify: https://open.spotify.com/show/5xJFsHr6VgHuhy9MvAO7HI 🎧 Listen on Apple: https://podcasts.apple.com/gb/podcast/breaking-the-blueprint/id1797755898 💡 Follow us on LinkedIn: https://www.linkedin.com/company/breaking-the-blueprint/ 🌐 Explore Vinay’s work: https://www.vinayparmar.co.uk 🌐 Explore Iqbal’s work: https://evolved.cx #BreakingTheBlueprint #SportsBusiness #StadiumTech #CX #Innovation #DataStrategy #AI #FanExperience #SportsMarketing #MarTech #BusinessGrowth #Personalisation #DigitalTransformation #Revenue #Loyalty Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 5m

  4. SEP 19

    Fool’s Gold: Tech Vendors Are Selling You a Dream – But Handing You a Jigsaw Puzzle | Chris Morrissey, Zoom CX

    Welcome to Episode 8 of Breaking the Blueprint – the podcast where we challenge conventional thinking on customer experience, loyalty, and leadership. In this episode, we sit down with Chris Morrissey, GM & Global Head of CX Sales and GTM at Zoom, for a no-holds-barred conversation about what’s really going on in the CX tech space. 👉 Spoiler: Tech vendors are selling you a dream — but handing you a jigsaw puzzle. Chris shares his candid take on: •Why so many CX platforms look impressive, but fail to deliver •The rise (and risk) of “Frankenstacks” in customer experience •How Zoom is building its CX product organically — no shortcuts, no acquisitions •The power of native integration and what it means for speed, scale, and simplicity •The role of AI in separating signal from noise •Why contact centres are the most underused source of commercial value •And how CX leaders can shift from firefighting to forward-thinking This episode is packed with insights for: •⁠  ⁠Customer Experience (CX) Leaders •⁠  ⁠Contact Centre and Service Leaders •⁠  ⁠Chief Marketing Officers (CMOs) and Digital Transformation Directors •⁠  ⁠Customer Insight and VoC Teams •⁠  ⁠SaaS and Tech Professionals building or buying CX platforms 🎤 Hosted by Vinay Parmar and Iqbal Javaid – industry leaders, keynote speakers, and co-founders of the Breaking the Blueprint series. ⸻ 🔗 More from Breaking the Blueprint: 📌 Subscribe for weekly episodes: https://youtube.com/@breakingtheblueprint?sub_confirmation=1 🎧 Listen on Spotify: https://open.spotify.com/show/5xJFsHr6VgHuhy9MvAO7HI 🎧 Listen on Apple: https://podcasts.apple.com/gb/podcast/breaking-the-blueprint/id1797755898 💡 Follow us on LinkedIn: https://www.linkedin.com/company/breaking-the-blueprint/ 🌐 Explore Vinay’s work: https://www.vinayparmar.co.uk 🌐 Explore Iqbal’s work: https://evolved.cx  Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 2m

  5. AUG 29

    Why are organisations still making this massive mistake when it comes to Customer Experience?

    In this special review episode of Breaking the Blueprint, hosts Vinay and Iqbal look back at the first six episodes and share what they’ve learned about the brutal truths and big opportunities in customer experience. From banking revolutions and the trust crisis, to the hidden costs of speed, AI’s real role in CX, and why culture matters more than metrics, this conversation ties the whole series together. It’s a chance to reflect on the lessons so far and look ahead to the future of CX. Vinay and Iqbal explore the recurring themes across their guests — including efficiency vs experience, customer psychology, digital trust, and the balance between human empathy and technological progress. The pair also discuss where they think businesses are still going wrong, and how CX leaders can use these insights to drive change. If you’ve followed the journey from the start, this episode pulls it all into one place. And if you’re new to the show, it’s the perfect way to catch up before the next wave of conversations. #CustomerExperience #CX #Leadership #BusinessGrowth #Innovation #DigitalTransformation #CustomerSuccess #AI #Culture #Strategy Subscribe now so you don’t miss what’s next: https://www.youtube.com/@BreakingtheBlueprint?sub_confirmation=1 Catch every episode on your favourite platforms: https://breakingtheblueprint.buzzsprout.com Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 4m

  6. JUN 27

    Customers remember the break up, not the journey

    Are you taking your members for granted without even realising it? In this revealing episode of Breaking the Blueprint, Vinay Parmar and Iqbal Javaid sit down with Mel Sallis, Co-Founder of Agentic Consulting and a seasoned expert with over 30 years of experience in membership and subscription sectors. Together, they peel back the layers of membership models, uncovering the hidden pitfalls and massive opportunities lying untapped in your organisation’s data. Mel, who has transformed membership strategies for some of the UK’s largest associations, shares her insights into the crucial mistakes membership organisations consistently make. You’ll learn how outdated approaches to member retention can harm loyalty, why hyper-personalisation isn't optional anymore, and how your legacy systems might be costing you more than you think. Get ready to explore game-changing strategies powered by AI—such as predictive retention and real-time engagement—that can revolutionise the membership experience. Mel also explains why the breakup experience can define a member’s lasting impression of your organisation, turning potential detractors into future advocates. If you run or oversee a membership, subscription, or retention-driven organisation, this episode will equip you with the mindset shift and practical strategies needed to stop the churn and boost long-term loyalty. Make sure you subscribe now to stay ahead in a rapidly evolving landscape:  https://www.youtube.com/@BreakingtheBlueprint?sub_confirmation=1 Show Links: Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/ Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/ Melanie Sallis on LinkedIn: https://www.linkedin.com/in/melanie-hj-sallis Catch us on your favourite podcast directory: https://www.breakingblueprint.buzzsprout.com/share Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    52 min

  7. MAY 23

    Why Your CX Metrics Might Be Lying To You

    What if your customer experience (CX) metrics were telling you the wrong story—and you didn’t even know it? In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid are joined by James Adamczuk, CX Evangelist for Zoom, to challenge the metrics that dominate boardroom dashboards. From his background in finance and digital transformation to becoming a leading CX strategist, James offers rare insights that connect data, emotion, and real business outcomes. James shares why many organizations are stuck chasing vanity metrics like NPS and CSAT, while missing the deeper insights hidden in customer conversations. If you're a contact centre leader or CX strategist, this episode will shift your thinking. You'll learn how emotional intelligence in your contact centres can lead to powerful loyalty, how to uncover the truth behind your customer journeys, and how AI is transforming the way we extract meaningful data. From uncovering the real value of verbatim feedback to using emotional sentiment for brand strategy, this episode goes deep. You’ll also discover how flawed benchmarking can mislead your strategy and why your “satisfied” customers might be anything but. This isn’t just a chat—it’s a call to evolve your CX mindset and get smarter with your data. CX professionals, C-suite leaders, and anyone invested in driving true customer advocacy—this one’s for you. Join us on this journey into smarter, more human CX. Don't forget to subscribe and stay ahead of the curve:  https://www.youtube.com/@BreakingtheBlueprint?sub_confirmation=1 Show Links Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/ Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/ James Adamczuk on LinkedIn: https://www.linkedin.com/in/jamesadamczuk/ Catch us on your favourite podcast directory: https://www.breakingblueprint.buzzsprout.com/share [00:00:00] - Gain REAL value from your CX data & metrics  [00:02:00] - Highlights  [00:01:13] - Episode Begins  [00:02:25] - Metrics Gone Wrong  [00:04:05] - Metrics That Actually Matter  [00:05:45] - CX Leader Spotlight  [00:06:49] - From Finance to CX Pioneer  [00:08:30] - CX Metrics Gone Wrong  [00:10:09] - Contact Centre Metrics Revolution  [00:14:40] - NPS That Converts  [00:15:42] - Benchmark or Blindspot?  [00:18:15] - Unlock Hidden NPS Value  [00:20:09] - Data-Driven Innovation Secrets  [00:22:08] - Data-Driven CX Evolution  [00:23:02] - Expert CX Consultation  [00:24:28] - Metrics That Matter  [00:24:58] - Metrics Mindset Shift  [00:25:22] - Beyond Vanity Metrics  [00:28:19] - Unlocking Contact Centre Gold  [00:29:16] - AI Transforms Customer Intelligence  [00:31:31] - Emotional Customer Intelligence  [00:36:06] - Measuring Customer Emotions  [00:39:00] - Referral ROI Secrets  [00:40:04] - Mining Customer Gold  [00:40:56] - Actionable CX Metrics  [00:41:32] - Closing Remarks #CXMetrics #CustomerExperience #ContactCentreInsights #CustomerLoyalty #DataDrivenCX Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    44 min

  8. APR 17

    How Can Cybersecurity Improve Customer Experience?

    What if cybersecurity could actually improve your customer experience, instead of getting in the way? In this episode of Breaking the Blueprint, Vinay and Iqbal bring in special guest, Anish Chauhan to dive deep into the often misunderstood relationship between security and customer satisfaction. With data breaches on the rise and customer trust harder to earn than ever, this conversation cuts through the noise and explores how brands can bake security into the experience without adding friction. You'll discover why outdated login systems are damaging your brand, how frictionless authentication is evolving, and the real reason passwords are on their way out. We also look at powerful real-world examples—from airport biometrics to banking fraud detection—and the tension between convenience and trust that every brand needs to navigate. This isn’t a technical lecture. It’s a strategy session for CX leaders, brand owners, and contact centre execs looking to future-proof their customer journeys. You'll hear about Zero Trust architecture, the psychology of authentication, and why security needs to be a design feature—not an afterthought. If you want your customers to feel safe and satisfied, this is the episode you need to watch. Subscribe now to stay ahead of the curve:  https://www.youtube.com/BreakingtheBlueprint?sub_confirmation=1 Special thanks to our sponsors, NovelVox for supporting this episode – find out more at https://link.javelincontent.com/btb_youtube Show Links: Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/ Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/ Catch us on your favourite podcast directory: https://www.breakingblueprint.buzzsprout.com/share zero trust in customer experience  balancing security with user experience  frictionless authentication for call centres  cybersecurity impact on brand trust  CX strategies for contact centre leaders Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    44 min

  9. MAR 21

    How Physical Space Shapes What Your Customers Think

    customer experience, data insights, and retail innovation. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid sit down with Matt Garner, co-founder of Ethos Farm and a CX expert who's transformed airports, airlines, and major retail spaces across the globe. Matt takes us behind the scenes of airport design and operations, revealing how data-driven decisions, AI, and physical space can influence everything from your shopping habits to your perception of an entire brand. Whether you’re a business traveller, a frequent flyer, or someone fascinated by customer behaviour, you’ll gain eye-opening insights into the invisible forces shaping your journey. We discuss how major brands like Adidas, Apple, and even global airports like Singapore and Hamad International create seamless, engaging experiences that keep customers coming back. You'll learn why airports are competing for your time and money, how AI is revolutionising security and service, and why some airports are failing while others thrive. Don't miss this fascinating deep dive into the world of customer experience, tech innovation, and behavioural psychology. Special thanks to our sponsors, NovelVox for supporting this episode – find out more at https://link.javelincontent.com/btb_youtube  Subscribe for more thought-provoking discussions: https://www.youtube.com/BreakingtheBlueprint?sub_confirmation=1 Connect with us: Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/ Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/ Matt Garner on LinkedIn: https://www.linkedin.com/in/mathew-garner-833b2bb2 Catch us on your favourite podcast directory: https://www.breakingblueprint.buzzsprout.com/share #BreakingTheBlueprint  #CustomerExperience  #LeadershipInCX  #FutureOfContactCentres  #AIandCX customer experience strategy for executives  future of contact centres  AI in customer service operations  keynote speakers on customer experience  CX transformation in large enterprises  how to improve call centre performance  leadership in digital customer experience  customer retention strategies for brands  contact centre trends 2024  CX innovation and technology  data-driven customer experience  AI automation in contact centres  employee experience and CX  optimising BPO operations for CX  customer loyalty through service design Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 1m

  10. FEB 21

    Human Vs AI

    AI is no longer just a tool—it’s changing everything. From customer service to real-time business decisions, AI is disrupting industries in ways most people don’t even realise. But is it a force for good, or could it be leading us into dangerous territory? In this episode of Breaking the Blueprint, Vinay Parmar and Iqbal Javaid break down the AI revolution and its impact on businesses, jobs, and even critical thinking. With AI now handling cold calls, personalising experiences, and even coaching employees, the big question is: what happens to the humans? We’ll explore the Klarna AI controversy, the hidden dangers of over-automation, and how AI could actually be making people worse at decision-making. Plus, we’ll reveal surprising insights about AI avatars, the EU AI Act, and the secret tool CEOs wish they had. If you want to stay ahead of the AI curve, this episode is essential. Don’t get left behind—watch now to see how businesses are already adapting, and what it means for the future of work. Subscribe now so you never miss an episode: https://www.youtube.com/BreakingtheBlueprint?sub_confirmation=1 Special thanks to our sponsors, NovelVox for supporting this episode – find out more HERE Show Links: Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/ Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/ Catch us on your favourite podcast directory: https://www.breakingblueprint.buzzsprout.com/share #BreakingTheBlueprint  #CustomerExperience  #LeadershipInCX  #FutureOfContactCentres  #AIandCX customer experience strategy for executives  future of contact centres  AI in customer service operations  keynote speakers on customer experience  CX transformation in large enterprises  how to improve call centre performance  leadership in digital customer experience  customer retention strategies for brands  contact centre trends 2024  CX innovation and technology  data-driven customer experience  AI automation in contact centres  employee experience and CX  optimising BPO operations for CX  customer loyalty through service design Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    42 min

  11. FEB 7

    The Beginning

    Customer experience is changing fast, and businesses that don’t keep up are at risk of losing customers overnight. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid uncover the biggest challenges businesses face today in delivering seamless CX, and why most organisations are still stuck in outdated strategies. AI is reshaping how companies interact with customers, but are businesses implementing it the right way? Vinay and Iqbal explore the reality behind AI-powered CX, the mistakes organisations are making, and how companies like Jet2 are getting it right. They also break down the real reason businesses struggle to execute their customer experience strategies—hint: it has more to do with leadership than technology. One of the biggest surprises? Businesses are prioritising cost-cutting over long-term customer trust, leading to short-term gains but major long-term losses. The conversation dives into real-world examples, from banks reversing digital-first decisions to companies struggling to implement AI in a meaningful way. If you’re in leadership, CX, or just want to understand where the future of business is heading, this episode is essential listening. Get ready for some uncomfortable truths, actionable insights, and a fresh perspective on what it really takes to win customers for life. Subscribe now and never miss an episode: https://www.youtube.com/BreakingtheBlueprint?sub_confirmation=1 Special thanks to our sponsors, NovelVox for supporting this episode – find out more at https://link.javelincontent.com/btb_youtube Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/ Every Moment Matters: https://vinayparmar.co.uk/ Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/ Evolved CX: www.evolved.cx   #BreakingTheBlueprint  #CustomerExperience  #LeadershipInCX  #FutureOfContactCentres  #AIandCX customer experience strategy for executives  future of contact centres  AI in customer service operations  keynote speakers on customer experience  CX transformation in large enterprises  how to improve call centre performance  leadership in digital customer experience  customer retention strategies for brands  contact centre trends 2024  CX innovation and technology  data-driven customer experience  AI automation in contact centres  employee experience and CX  optimising BPO operations for CX  customer loyalty through service design Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    42 min

  12. SEASON 1, EPISODE 1 TRAILER

    Trailer - Breaking the Blueprint

    Customer expectations are constantly evolving. Businesses need to adapt more than ever before or get left behind. Welcome to Breaking the Blueprint, where we dissect the strategies, technologies, and mindsets, shaping the future of how organizations win and retain customers. Join us as we uncover what truly drives customers to choose you, use you, and come back time and again.  Through expert insights, real world stories, and bold ideas that challenge conventional thinking, it's time to rethink what you think about customers.  Let's break the blueprint.   Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1 min

Trailer

About

Customer experience (CX) is evolving faster than ever—are you keeping up? Breaking the Blueprint is the podcast that challenges conventional thinking and explores what it really takes to deliver exceptional CX in today’s world.Hosted by Vinay Parmar & Iqbal Javaid, two industry veterans with decades of experience in CX strategy, technology, and leadership, this podcast brings you insightful conversations, expert perspectives, and real-world strategies to bridge the gap between technology, people, and customer emotions.Why Listen?🔹 Deep Industry Expertise – Iqbal and Vinay have worked with some of the biggest brands, driving CX transformation at scale.🔹 Tech Meets Human Experience – We break down how AI, automation, and digital solutions can enhance—not replace—human connection.🔹 Actionable Insights – No fluff, just practical strategies to help you optimise your CX operations and deliver measurable impact.🔹 Engaging Conversations – Featuring thought leaders, disruptors, and innovators shaping the future of customer experience.If you’re a CX leader, technology enthusiast, or business decision-maker looking to stay ahead of the curve, this is the podcast for you.🔊 Subscribe now and start breaking the blueprint!

Information

  • Creator
    Iqbal Javaid & Vinay Parmar
  • Years Active
    2K
  • Episodes
    12
  • Rating
    Clean
  • Copyright
    © 2025 Breaking the Blueprint
  • Show Website
    Breaking the Blueprint