Customer Experience

Rebecca Harvison, BT Group’s Head of Complaints Operations, speaks to us about a range of topics including her award-winning Abusive Customer Programme.

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

Air Up’s Head of Customer Engagement Thomas Staudte unpacks the story behind the brand’s exponential growth and the key elements of his communication strategy.

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

Ideas evolve differently and professional relationships grow stronger at the CCW Europe Summit, and here members of the CCW Europe Advisory Board tell us why.

The Chief of Staff to the Head of Management Office at Sanofi Joanne Kennedy talks about how to prevent digital fatigue and how to create psychological safety.

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.

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.

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

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.

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

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.