Customer Experience

Renowned thinker, global keynote speaker, and best-selling author Terence Mauri speaks to us about the pillars of successful leadership in modern business.

Sophos' Remi Preghenella and Coveo's Geoff Branch join us in the podcast studio to discuss their work with customer-facing generative AI technology.

Mike Essam and Graeme Mushet of Zurich Insurance together break down the digital transformation journey they are on and the results they’re reaping as they go.

Virgin Atlantic’s Head of Clubhouses Rami El-Dahshan examines how airport lounges are becoming a key customer experience battleground for travel companies.

Utilita Energy’s Chief Customer Contact Officer Louise Walsh takes us on a tour of the journey her team is on to meet their customers exactly where they are.

Jon Blake, the Global BPO Footprint Strategy and Emerging Solutions Lead at Uber, takes a deep dive into the best ways to approach the concept of outsourcing.

Jessica Ham of npower Business Solutions draws on her experience to offer some best practices around managing customer care amidst a large-scale takeover.

TDX Group’s Isobel Crosse and Beth Whelan together share a host of best practices around how to manage and engage effectively with vulnerable consumers.

We explore how driving best-in-class CX principles can help sow the seeds of brand loyalty, which if nurtured correctly, can grow into long-term success.

Sarah Marin, the Chief Customer Officer at FSCS, recently appeared on an episode of our podcast series. Here, we’ve distilled her most compelling insights.

To mark International Women’s Day, we speak with five inspirational women leading their respective organisations through the world of customer management.

The Chief Customer Officer at FSCS, Sarah Marin, unpacks how the unique positioning of the company translates into some unique customer services challenges.