CX Unlocked

Toku

From navigating the ever-changing landscape of customer expectations to the technology-driven evolution of the CX industry, our guests will share their insights, strategies, and, most importantly, their real-world experiences. We'll uncover the success stories, the lessons learned, and the untold challenges that have moulded these leaders into CX experts. Whether you're a seasoned professional or just beginning your CX journey, there's something here for everyone. What we do: https://toku.co/ Follow us: https://www.linkedin.com/company/toku-global/ #customerexperience #digitaltransformation

Episodes

  1. Human by Design: The Cross-Industry Secret to Great Customer Experience

    10/02/2025

    Human by Design: The Cross-Industry Secret to Great Customer Experience

    What if great CX isn’t about the wow—but about solving what matters most? In this episode of CX Unlocked, Wei Jie, VP of Customer Experience at NETS, reveals how human-centered design, not industry, defines success. From aviation to healthcare to fintech, learn how to build customer experiences that drive adoption, loyalty, and long-term business value. Perfect for CX leaders, product strategists, and business teams looking to build experiences that last. Find out how we can improve your CX: ⁠https://toku.co ⁠ Get updated on the latest in CX: ⁠https://www.linkedin.com/company/toku-global/⁠⁠ Follow our speakers on LinkedIn below: ⁠Kwan Wei Jie⁠ ⁠Mae Ferolino⁠ ⁠Want to watch it on YouTube instead?⁠   #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #travel #hospitality

    45 min
  2. How Standard Chartered is Preparing for Machine Customers in CX | Interview with Katja Forbes

    07/07/2025

    How Standard Chartered is Preparing for Machine Customers in CX | Interview with Katja Forbes

    In this episode of CX Unlocked, Katja Forbes, Executive Director and Head of Client Experience at Standard Chartered, explains how AI is changing the very definition of a customer. She shares insights on building CX functions from the ground up, designing with both humans and machines in mind, and why every business needs to start preparing for AI agents and machine customers. She also opens up about her career journey, the realities of leading in regulated industries, and how intentional language and self-awareness help women in leadership thrive. Key topics include: What machine customers are and how they behave The Agent Experience Framework and four pillars of readiness Balancing innovation with compliance Proving the ROI of CX through measurable business impact Coaching strategies to overcome imposter syndrome Whether you're leading a CX team, exploring AI use cases, or navigating complexity at scale, this conversation offers practical advice and fresh thinking for the future of customer experience. Find out how we can improve your CX: Home Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/   Follow Katja here: LinkedIn - https://www.linkedin.com/in/katjaforbes/ Follow Mae here: LinkedIn - https://www.linkedin.com/in/maeferolino/ Want to watch it on YouTube instead? https://youtu.be/lz9Q58lUVgM   #customerexperience #customerjourney #business #businesstransformation #customersatisfaction #cxunlocked

    1h 1m
  3. The Proven Formula to Build a CX-First Culture in B2B and B2B2C | Interview with Pascal Daniel

    03/13/2025

    The Proven Formula to Build a CX-First Culture in B2B and B2B2C | Interview with Pascal Daniel

    Great customer experience doesn’t happen by chance—it takes the right mix of leadership, innovation, and strategy. In this episode of CX Unlocked, Pascal Gerald Daniel joins the conversation to share his perspective on what truly drives CX transformation. With 20 years of experience working with Fortune 500 brands like Nokia, Orange Business Services, and Siemens, Pascal has led CX initiatives across industries and continents. He talks about the common mistakes companies make when scaling CX, why automation should support—rather than replace—the human touch, and how cultural differences shape customer expectations. He also dives into how businesses can move beyond outdated CX metrics, empower teams to take initiative, and create customer journeys that deliver real value. Whether you're in tech, fintech, health tech, or enterprise services, this episode is packed with insights to help you rethink and refine your CX approach. Find out how we can improve your CX: https://toku.co Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/   Follow Pascal here: LinkedIn - https://www.linkedin.com/in/pascalgerarddaniel/ Follow Jonathan here: LinkedIn - https://www.linkedin.com/in/jonathanmondon/   Want to watch it on YouTube instead? https://youtu.be/LLXnuMoyIkc?si=b3pZlxpkbqh5JraD   #customerexperience #customerjourney #business #businesstransformation #customersatisfaction #cxunlocked

    45 min
  4. Redefining CX in Travel: Putting Customers First in an Automated World | Interview with Andrew Budiman

    11/09/2024

    Redefining CX in Travel: Putting Customers First in an Automated World | Interview with Andrew Budiman

    In this episode of CX Unlocked, join Andrew Budiman, former VP of Customer Experience at Singapore Airlines, as he shares invaluable insights from his extensive career in the travel and hospitality sector. Andrew dives into how cultural nuances shape customer expectations and identifies industry fragmentation as a key challenge to delivering seamless CX. Discover how companies can harness automation and data to bridge these gaps—while balancing cost efficiencies with a personalised, frictionless approach. Andrew also examines how airlines and airports are leveraging automation, the risks of over-reliance on tech, and the critical role of clear communication in enhancing customer satisfaction. This episode is packed with actionable takeaways for leaders navigating CX in a rapidly evolving landscape.  Find out how we can improve your CX: https://toku.co/?utm_source=youtube&utm_medium=organic Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/   Follow Andrew here: LinkedIn - https://www.linkedin.com/in/andrew-budiman/ Follow Rosaline here: LinkedIn - https://www.linkedin.com/in/rosalineoh/ Want to watch it on YouTube instead? https://youtu.be/O9FPrshc8QA #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #travel #hospitality

    54 min
  5. Making Customers Smile More: How to Craft Unbeatable Customer Experiences Across Industries | Interview with Bhavin Mehta

    09/11/2024

    Making Customers Smile More: How to Craft Unbeatable Customer Experiences Across Industries | Interview with Bhavin Mehta

    Join us as Bhavin Mehta, Managing Director of Zenyum, South Asia, shares his transformative career journey across industries like PropTech, Home Decor, and now HealthTech, where one guiding principle reigns supreme: putting customers first. Bhavin reveals how this customer-centric philosophy has shaped his approach to leadership and innovation. Discover the secrets behind successfully scaling customer experience across diverse Asian markets, leveraging technology, AI, and an in-depth understanding of local nuances. Bhavin also discusses the challenges of standardisation, the critical role of empathy in customer interactions, and the exciting future of AI in delivering hyper-personalised experiences. This episode is brimming with actionable insights for leaders eager to elevate their customer experience game. Find out how we can improve your CX: https://toku.co/?utm_source=youtube&utm_medium=organic Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/   Follow Bhavin here: LinkedIn - https://www.linkedin.com/in/bhavin-mehta-09/ Follow Jonathan here: LinkedIn - https://www.linkedin.com/in/jonathanmondon/ Want to watch it on YouTube instead? https://youtu.be/_BNiNEZmFH0?si=WHeJXteSONj-EnKs #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #APAC #Asia #proptech #healthtech #AI

    36 min
  6. The M1 Method: Insights into Seamless Customer Experience and Digital Transformation Success | Interview with Stamford Low

    06/25/2024

    The M1 Method: Insights into Seamless Customer Experience and Digital Transformation Success | Interview with Stamford Low

    Discover the secrets behind M1's successful transition from a legacy telco to a digital powerhouse. In this episode, Stamford Low, Director of Customer Experience and Retail at M1, shares the strategies, challenges, and triumphs that have positioned M1 at the forefront of CX excellence and digital innovation. Tune in for practical insights and inspiring stories from the heart of M1's transformation. Find out how we can improve your CX: Home Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ Follow Stamford here: LinkedIn - https://www.linkedin.com/in/stamford-low/ Follow Jonathan here: LinkedIn - https://www.linkedin.com/in/jonathanmondon/ Want to watch it on YouTube instead? https://youtu.be/9-VQYzJi8Kk?si=UU_q6NlzjScDZBrI   #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked

    49 min
  7. Empathy: The Key to Unlocking the Gold Standard in Customer Experience | Interview with Sidney Yuen

    04/15/2024

    Empathy: The Key to Unlocking the Gold Standard in Customer Experience | Interview with Sidney Yuen

    In this enlightening episode of CX Unlocked, CX veteran and expert, Sidney Yuen, discusses the transformative power of empathy in customer interactions, sharing examples and insights on how it enhances business outcomes. He stresses the importance of an organisation-wide commitment to customer experience and challenges the norm of using traditional KPIs to measure success, advocating for a more holistic, empathetic approach that resonates on a personal level. This episode is a deep dive into embedding empathy into the core of customer service strategies, ensuring sustainable business success and meaningful customer relationships. Find out how we can improve your CX: https://toku.co/ Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked

    31 min
  8. The Frictionless Organization - How Companies Can Make Customer Interactions Effortless for an Optimized Customer Experience | Interview with Bill Price

    02/19/2024

    The Frictionless Organization - How Companies Can Make Customer Interactions Effortless for an Optimized Customer Experience | Interview with Bill Price

    Join us as we explore the world of seamless customer experiences with Bill Price, co-author of 'The Frictionless Organization.' Dive into the heart of customer service innovation, where reduced effort equals increased loyalty. Discover how leading companies worldwide are revolutionizing their approach to customer interactions, making 'frictionless' the new gold standard in customer experience. Tune in to transform your business strategy and embrace the frictionless phenomenon! Find out how we can improve your CX: https://toku.co/ Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked

    29 min

  9. Trailer

    CX Unlocked: Your Guide to Navigating the Complexities of Customer Experience

    Join hosts Jonathan Mondon and Rosaline Oh as they unlock innovative CX strategies, redefine standards, and explore how to transform and optimise customer interactions with CX experts from a variety of industries and backgrounds in each episode. Find out how we can improve your CX: https://toku.co/ Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked

    1 min

Trailer

About

From navigating the ever-changing landscape of customer expectations to the technology-driven evolution of the CX industry, our guests will share their insights, strategies, and, most importantly, their real-world experiences. We'll uncover the success stories, the lessons learned, and the untold challenges that have moulded these leaders into CX experts. Whether you're a seasoned professional or just beginning your CX journey, there's something here for everyone. What we do: https://toku.co/ Follow us: https://www.linkedin.com/company/toku-global/ #customerexperience #digitaltransformation

Information

  • Creator
    Toku
  • Years Active
    2024 - 2025
  • Episodes
    9
  • Rating
    Clean
  • Copyright
    © Toku
  • Show Website
    CX Unlocked