Shorts
A collection of short interviews captured on-site at our events.
The Organisational Advantage of Customer-First Thinking
July 15 by Simon Hall
The Estée Lauder Companies’ Karen Ehrlich discusses customer-first strategy, integrated marketing, and the organisational choices behind enduring brand growth.
The Architecture of Guest-Centric Digital Experiences
July 15 by Simon Hall
Zack Wragg of Merlin Entertainments shares practical insights on scaling personalisation, data governance, and digital product leadership.
The Shift From Product-Led to Insight-Led Marketing
July 15 by Simon Hall
Eve Kolesova reveals how Henkel is transforming customer understanding into stronger propositions, smarter decisions, and commercial value.
Social Media: The CX Blind Spot in Plain Sight
July 15 by Simon Hall
Katy Howell explains why social is becoming a critical CX blind spot – and how leaders can turn customer conversations into competitive advantage.
How Abbott Lyon Scaled Customer Experience Without Scaling Cost
June 22 by Simon Hall
Abbott Lyon grew business by 20% without adding a single penny to service costs. Jason Richardson explains the philosophy and framework behind it.
Tommy Hilfiger: Balancing Global Reach with Local Impact
November 14 by Simon Hall
Alex Langlois outlines how Tommy Hilfiger blends global brand consistency, local strategies, and innovation to engage consumers in a fast-changing fashion world
Navigating AI Adoption Against Europe’s Regulatory Landscape
November 14 by Simon Hall
Cristina Conti of Google Cloud unpacks how EMEA businesses can scale AI responsibly, embedding it into core operations while staying compliant.
Unpacking the Guiding Principles Behind CX Excellence
November 14 by Simon Hall
CCW Europe Summit 2025 host, Maryam Moshiri, describes her key takeaways from the event - from leadership lessons to the importance of human-centred service.
The BPO Approach Powering TUI’s Customer Service
November 14 by Simon Hall
Leo Ooms explains how TUI’s customer care is evolving fast through strategic BPO integration and a programme of continuous innovation.
The AI Playbook Transforming CX at Commerzbank
November 13 by Simon Hall
AI is redefining banking. Commerzbank’s playbook shows how governance, literacy, and innovation combine to deliver real customer impact.
Inside the Omnichannel Evolution of SEAT and CUPRA
November 13 by Simon Hall
Johannes Brott reveals how SEAT and CUPRA are using AI and a reimagined omnichannel approach to elevate their customer care to new levels.
Rewiring Shell to Bridge Legacy and Digital Innovation
November 12 by Simon Hall
Discover how Shell is transforming legacy operations into agile, digital-first systems that power smarter decisions and stronger customer experiences.
