Customer Engagement Examples of Excellence

EngageCustomer.com

Engage Customer podcast brings you the hot topics and tips in the customer engagement industry. Hear from a range of industry leading brands, including Facebook, IKEA, Nespresso, LinkedIn & more, as they share their journeys, success stories and future plans that you can implement into your business.

  1. 10 SEPT

    Transforming Customer Experience in Financial Services: Guardian’s Journey with Kerv

    In this episode of the Engage Customer Examples of Excellence Podcast, host Will Lusted, Senior Account Manager at Kerv, sits down with Mike Tamblin, Front Office Manager at Guardian Financial Services.   With 17 years’ experience in financial services, Mike shares first-hand insights into Guardian’s transformation journey.   Discover how they’ve reimagined customer engagement, the challenges they’ve overcome, and what’s next for financial services innovation.

    39 min

  2. 7 AUG

    Leading with Inclusion: How Neurodiversity Shapes Customer and Employee Experience at Leeds Building Society

    In this episode of “Customer Engagement – Examples of Excellence”, we meet Kelly Shippen who is Head of Customer Operations at Leeds Building Society Kelly shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at Leeds Building Society. She tells us about her passion for Diversity, Equity, Inclusion and Belonging (DEIB) and how that is incorporated into a strong focus on Neuro Diversity that is a key element in influencing Leeds’s customer experience and employee engagement. She advocates strongly that it’s not just a tick box exercise and that a neuro diverse perspective is vital to create opportunities for people to thrive, belong in their business, and to learn more for customers and colleagues.

    32 min

  3. 21 JUL

    Word of Mouth, Redefined: Real Communities, Real Results

    In this episode of “Customer Engagement – Examples of Excellence”, we meet Ben Briggs from Join the Dots, part of Salocin Group and Tom Ridges from Herdify where they share how real-world influence and word of mouth delivered to real-life communities are increasingly valuable and cost-effective routes to new customers. This approach combines data led, media campaign strategy with innovative AI technology to significantly enhance and improve campaign performance and customer experience. They go on to explain that when postcode-level community hotspots are activated across every channel – direct mail, TV, digital, radio and Out of Home – the results are significantly superior to the old “spray and pray” model? They share some impressive real-world examples of successes with organisations such as Abel & Cole and Kent, Sussex and Surrey Air Ambulance to demonstrate the speed, accuracy and financial benefits that this well-designed, targeted approach can achieve.

    40 min

  4. 10 JUN

    Making Every Conversation Count: How Klearcom Is Elevating Global Customer Experience Through Innovation and Human Touch

    In this episode of “Customer Engagement – Examples of Excellence”, we meet Mark Rohan Co-Founder and COO of Klearcom, developers of the leading customer call path testing platform supporting IVR and Conversational AI deployments. Mark shares how having co-founded Klearcom in 2018, he believes in making every conversation count and leading Klearcom’s mission to improve customer experience one conversation at a time across over 100+ global markets. He emphasises that despite being a technology company, he believes that their relentless focus on delivering great customer experiences by encouraging enhanced team cooperation and developing inclusive cross-functional relationships, sets them apart from their competition. Mark goes on to tell us that by having local teams in their 100+ markets, they can ensure that their testing regime simulates real-world scenarios and is relevant, culturally appropriate and includes all elements of voice design, testing and audio quality. He concludes by telling us that IVR and Conversational AI both have a place in customer service interactions today, but that within the next 2-3 years, AI will play a larger role in handling customer interactions, while still ensuring that the human touch is still easily and readily available for critical conversations.

    38 min

  5. 27 MAY

    Agile Marketing in Action: How Zoë Merchant Drives B2B Results with Experimentation, Storytelling, and AI

    In this episode of “Customer Engagement – Examples of Excellence”, we meet Zoë Merchant Founder and Managing Director of Bright, an award-winning B2B marketing consultancy on a mission to make marketing more effective through agility and experimentation. Since 2013, she’s helped major B2B brands ditch static strategies and embrace agile ways of working that deliver results faster, smarter, and more in tune with customer needs. Zoë shares how Agile marketing drives effectiveness through data-driven experimentation, cross-functional collaboration, and rapid optimization. She emphasises the importance of balancing brand-building with demand generation for long-term success and how effective storytelling, reporting and communication skills are crucial for demonstrating marketing's business impact and securing resources and budget. She goes on to tell us how AI presents opportunities to enhance marketing processes but must be implemented strategically with clear objectives and KPIs. Zoë also shares advice on how to get started: why accredited agile marketing training builds confidence, and how small experiments, pilot campaigns and psychological safety pave the way for lasting transformational change.

    42 min

  6. 27 MAY

    Creating Unforgettable Experiences: How Trivandi Transforms Major Events into Purpose-Driven Success with James Bulley

    In this episode of “Customer Engagement – Examples of Excellence”, we meet James Bulley Co-Founder and CEO of Trivandi an organisation that transforms ambitious visions into unforgettable experiences for major events, venues, destinations and sports organisations. James shares how he founded Trivandi in 2013, from the success of the London 2012 Games, with the goal of bringing together the right expertise at the right time and having diverse teams that can drive innovation and synchronise strategy, design, project management, and operations He emphasises that event delivery must serve its core purpose. For global summits like COP and G20, the physical space and guest flow should actively enable policy discussions and decision-making by leaders. When organised properly, the space itself becomes a powerful tool for achieving the summit's objectives.

    42 min

  7. 12 MAY

    AI for Non-Tech: Demystifying Artificial Intelligence for Business and CX Leaders

    Curious about artificial intelligence but don’t speak “tech”? Join renowned CX leaders Brian Manusama and Martin Hill-Wilson as they break down AI in clear, relatable language for business professionals, customer experience teams, and anyone eager to understand AI’s real-world impact-no coding required. Drawing on decades of industry expertise, Brian and Martin tackle the essentials: how AI works, what it means for jobs and business strategy, and how to make confident, informed decisions about adopting AI in your organisation. Expect lively discussion, practical analogies, and actionable insights designed to empower non-technical minds to join the AI conversation and shape the future of work.Whether you’re a leader, manager, or simply AI-curious, this podcast is your gateway to mastering the basics and seeing through the hype.

    35 min

  8. 2 MAY

    Human-Centric AI in Action: How Cotswold Outdoor Group Is Redefining CX

    In this episode of the Engage Customer Podcast, host Martin Hill-Wilson sits down with Lee Fairhurst, RVP Sales at Zendesk, and Brad Matthews, Customer Service Operations Manager at Cotswold Outdoor Group, to explore how AI is transforming the customer experience landscape.   Drawing on insights from 2025 UK CX Trends Report, the conversation dives into the real-world impact of AI assistants, the resurgence of Voice AI, the rise of AI copilots, and the growing demand for personalised, human-like service. Discover how Cotswold Outdoor is embracing AI not just to streamline operations, but to deliver faster, more relevant, and more empathetic customer experiences across every touchpoint.

    30 min
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Engage Customer podcast brings you the hot topics and tips in the customer engagement industry. Hear from a range of industry leading brands, including Facebook, IKEA, Nespresso, LinkedIn & more, as they share their journeys, success stories and future plans that you can implement into your business.

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