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How Do You Deliver an Exceptional Customer Experience Within the Nordics Region?

03/06/2016
Interview with the Customer Service Director at FinTech company Euroloan Group about optimising call centre outsourcing, employee engagement, and customer complaint management.Petra Mengelt is the Customer Service Director at Euroloan Group PLC where she is an advocate of involving all organisational layers to participate in customer experience....
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The Importance of Going Back to Basics to Build a Successful Customer Experience Strategy

11/22/2015
Interview with the Retail Director at Artisan du Chocolat about their customer experience strategy, the key to employee and customer retention and how they’re delivering a consistent customer service during the busiest time on the retail calendar. Danny Andrea is the Retail Director for Artisan du Chocolat, where she is responsible for all the in-...
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Ulster Bank's Ambition? Becoming the Number One Bank For Customer Service Trust and Advocacy by 2020

11/08/2015
Interview with Jeremy Strong, Head of Retail Banking Customer Service at Ulster Bank, about the regulatory landscape in Ireland, changing customer expectations and the impact of the pace of technology change.Ulster Bank Group is a wholly owned subsidiary of The Royal Bank of Scotland Group, one of the world's largest banking groups. Jeremy Strong...
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Personalised and Data-Driven Experiences Are the Future of Customer Experience

10/04/2015
Podcast interview with James Frost, CMO of Worldpay UK, about the importance of data as part of a CX strategy and the trends that will define the industry in 2016. James Frost is the CMO of Worldpay UK, where he is responsible for the development and management of all marketing across the UK and Ireland – from sole traders to the largest...
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The Role of Data and Analytics in RSA Insurance Group’s Customer Experience Strategy

09/27/2015
Interview with Ian Kenealy, Head of Customer Data & Analytics at RSA Insurance Group, about delivering an optimised customer experience utilising insights from data and analytics.Ian Kenealy is the Head of Customer Data & Analytics at RSA Insurance Group. In his role he heads up the team responsible for all customer and marketing analytics...
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How Ryanair's CMO Turned the Airline's Bad Boy Image Around

08/09/2015
In this interview, Kenny Jacobs, Chief Marketing Officer of Ryanair, talks about fighting for their customers to make the airline the Robin Hood of the aviation industry.Kenny Jacobs is the Chief Marketing Officer of Ryanair where he is responsible for sales, marketing and customer service. Previously he was CMO for Moneysupermarket plc, which has...
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How Telegraph Media Group Adapts to the Changing Digital Landscape to Drive itself Forward and Continue to be Successful

09/22/2015
Interview with Kristof Fahy, Chief Marketing Officer at Telegraph Media Group, about the changes that accompany the digital transformation of a business.Kristof Fahy is the Chief Marketing Officer for the Telegraph Media Group. Before joining TMG in April 2015, he was CMO for William Hill plc. In his 5 years at William Hill he was a key member of...
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How WP Engine Ensures a Top to Bottom Customer-First Mentality

07/19/2015
Interview with Tina Dobie, VP, Customer Experience at WP Engine, about brand advocacy, digital initiatives, the voice of the customer, and the impact of the pace of innovation on delivering a great CX.Tina Dobie is the Vice President of Customer Experience at WP Engine, a managed hosting provider of websites build on the WordPress CMS platform....
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Microsoft CMO Talks Innovative Marketing Campaigns - From Engagement With Zoella to Utilising Wearables

07/12/2015
In this podcast, Philippa Snare, CMO, UK at Microsoft, shares some of the marketing initiatives that have helped the company improve sales.Recent popular podcasts in our weekly series include interviews with Jill Chiara, SVP, Data Insights at Forrester, Jonathan Davies, Head of New Market Development at npower, and Kevin Thompson, Vice President...
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Npower's Journey to Delivering an Excellent Customer Service

07/05/2015
Interview with Jonathan Davies, Head of New Market Development at npower, about the differences and challenges of providing a service to B2B customers within the energy sector.Jonathan Davies is the Head of New Market Development at npower Business Solutions. His role entails looking at where he thinks the business will go in the future and...
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How the Women's Tennis Association Delivers Money Can't Buy Fan Experiences

06/21/2015
Find out how the WTA utilises digital platforms and player involvement as a gateway to fan connection.To celebrate the start of an exciting sports season, with among others Wimbledon, Royal Ascot and the US Open, CX Network is shining a spotlight on the sports industry and a unique part of the customer experience industry; fan engagement.SEE ALSO...
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Exclusive Interview With a Forrester Executive on How to Make a Difference with Customer Experience

06/18/2015
Jill Chiara, SVP, Data Insights at Forrester, says that customer experience is not a trend, but here to stay. Forrester Research is a respected voice within the customer experience industry, and the editor of CX Network had the opportunity to speak to one of its analysts for an exclusive interview. Jill Chiara is the Senior Vice President, Data...
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How Do You Create a 'Royal' Customer Experience? We Asked the Ascot Team

06/15/2015
Today marks the start of the Royal Ascot race meeting, but what kind of marketing and customer experience initiatives accompany such a major event?In the past few weeks we've published podcasts uncovering customer experience and marketing secrets and tips from within hospitality with YO! Sushi's People Director and luxury retail with Barneys New...
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How Do You Create a ‘Royal’ Customer Experience? We Asked the Ascot Team

02/25/2016
Today marks the start of the Royal Ascot race meeting, but what kind of marketing and customer experience initiatives accompany such a major event?
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The Secret Behind Barneys New York's High-End Customer Experience

06/07/2015
Kevin Thompson, Vice President Customer Experience and Development at the luxury retailer, discusses his approach to delivering a world-class CX. Last week we published our first podcast, with YO! Sushi's People Director, Suresh Banarse. He told us all about how the company ensures a great customer service through their culture, recognition...
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YO! Sushi's Customer Service Motto? Happy Team, Happy Guests

06/03/2015
People Director, Suresh Banarse, talks about how he ensures a great experience for YO! Sushi's customers through a range of innovative employee engagement strategies.Listen to our podcast with People Director Suresh Banarse to hear all about how YO! Sushi ensures a great customer service through their company culture, recognition schemes and other...
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