Breaking the Blueprint

Iqbal Javaid & Vinay Parmar
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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!

  1. JAN 30

    The $247bn Market You're Missing

    Accessibility is still treated as a specialist topic in many organisations. Something niche. Something optional. Something to deal with later. In this episode of Breaking the Blueprint, that thinking is challenged head-on. The conversation explores how businesses quietly exclude up to a quarter of the market, not through intent, but through the environments, systems, and services they design every day. From physical spaces to digital journeys, accessibility failures show up as anxiety, silent workarounds, and lost loyalty that never appears in dashboards or reports. Using real examples from travel, retail, workplaces, and service design, the episode reframes disability through the social model. The issue is rarely the individual. More often, it is the environment that disables people. That shift changes how leaders think about customer experience, employee experience, and commercial decision-making. The discussion also looks at the role of data, AI, and voice technology. Not as silver bullets, but as enablers that only work when empathy, training, and leadership alignment come first. Technology can remove friction, but it cannot replace dignity. This episode is for leaders, designers, and decision-makers who want to build organisations that genuinely work for people. Not because regulation demands it, but because better experiences create better businesses. Find Breaking the Blueprint on YouTube Find Breaking the Blueprint on LinkedIn Vinay on LinkedIn Iqbal on LinkedIn

    1h 1m

  2. 12/12/2025

    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

  3. 11/14/2025

    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

  4. 10/17/2025

    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

  5. 09/19/2025

    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

  6. 08/29/2025

    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

  7. 06/27/2025

    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

  8. 05/23/2025

    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
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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
    2025 - 2026
  • Episodes
    13
  • Rating
    Clean
  • Copyright
    © 2026 Breaking the Blueprint
  • Show Website
    Breaking the Blueprint