CX Insider - Customer experience leaders sharing insights and ideas for customer service success

In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX. Valentina, Adam and Richard Kelly, an account manager from ARNO Group, touch on the benefit of negative customer feedback and later dive into the shoppers' changing habits during the pandemic. Connect with Richard Kelly on LinkedIn - https://www.linkedin.com/in/richard-kelly-23913754/ Find out more information about ARNO Group - https://www.arno-online.co.uk/ 01:00 - the importance of customer feedback I 06:42 - the shopfitting industry during COVID-19 pandemic I 14:33 - technology improving in-store CX I 19:58 - creating a personalized experience in car dealerships I 23:35 - advice to future CX leaders

Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience. For more information, visit https://www.tracerinsights.com/ or contact Iona Carter on LinkedIn https://www.linkedin.com/in/iona-carter-96b6214/ 01:24 - Iona Carter's background as a consumer insight consultant I 09:02 - shoppers' behavioural response to COVID-19 I 21:55 - the power of social proof I 26:06 - the phygital customer experience I 29:04 - Advice for retail decision-makers

Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that can handle more than half a million bookings per hour. For more information visit https://www.acftechnologies.com/ 01:37 - ACF's role in the testing & vaccination programme I 03:44 - What qualified ACF to participate in the programme? I 5:11 - How was the project delivered? I 08:39 - The project challenges I 11:14 - The project scope and scalability I 21:39 - Appointment booking model vs. walk-in model.

Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience. Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/ For more information about his work, visit https://www.neuromarketingservices.com/ https://www.WhyTheBrainFollows.com/ Watch Terry Wu's TED Talk on Neuromarketing https://www.youtube.com/watch?v=UEtE-el6KKs 01:27 - Terry's career journey from neuroscience to marketing I 03:05 - The difference between neuromarketing and traditional marketing I 05:45 - Rational vs. emotional customer I 08:33 - Compulsive buying behaviour and its causes I 12:09 - Live stream as a new channel I 13:50 - The irrational customer and decision-making I 18:52 - Amazon using neuromarketing tools to improve CX I 24:42 - Free will in consumer behaviour I 26:34 - Facilitating better CX for the ageing population I 28:12 - Using technology to reduce decision anxiety

Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology. 01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 - Risks from retail events | 13:00 - Using NFC and geolocation | 15:20 - Community/educational events | 19:10 - Can retailers benefit from showrooming | 26:30 - Technology recommendations

We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees. Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/ 00:45 - Mental health's importance to Damien | 03:00 - Traveling with business | 05:50 - Staying mentally and physically strong when remote | 09:30 - Working smart vs working hard | 13:15 - Time management while WFH | 19:10 - Working environment agility | 23:20 - Advice for leaders

Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more. 00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap

We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences | 15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch transformation 2020

A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID. 01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers. | 19:10 - Designing next gen branches for a fun expereince. | 21:25 - Leveraging events to add value to the CX & Facilitating customer centric branches.

An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard. 01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders

Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their customers. Louis and Greg discuss this transformation of retail and the subsequent CCG (consumer confidence gap) that has appeared because of it. Will consumers evolve alongside the technology? 01:00 - COVID retail stories. | 04:47 - QR codes are now mainstream. | 08:30 - What are retail/banking leaders working on right now. | 09:50 - Are organisations embracing transformation. | 12:20 - Consumer Confidence gap causes. | 14:16 - Helping the customer during time of change. | 18:02 - The adoption of video channels.

Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite coronavirus. 02:00 - Video shopping | 07:45 - Retail at the moment | 10:42 - Will video shopping channels be accepted? | 13:40 - WBR's Future stores | 19:54 - Traditional retail vs. modern problems | 23:49 - Captain powerpoint

"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely Working From Home, which we had plenty of questions about. Some of this content may seem dated… but with the possibility of a second lock-down looming, and the increasing popularity of remote work, the WFH advice remains as relevant as ever. Connect with Carly - https://www.linkedin.com/in/themarketingrecruiter/ 01:04 - 3 tips to be productive while WFH | 09:30 - Death of the office? | 12:35 - Feeling socially isolated | 15:05 - Video with a good user experience

TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big names in the financial industry. We also chat about the transformation of high street banking and what's important for the customers of today, which from Howard is really interesting - as he has always had a boots on the ground perspective when it comes to customer service. Howard's site - https://www.spotlight.com/2934-1274-1289 01:58 Howard's story | 06:43 The changes in banking over the years | 08:42 Has the transformation of the high street influenced banking? | 09:37 Banks revolving the local community | 11:05 Multi-skilled bank employees | 13:32 What's important to the customer of today? | 14:41 Advice to decision makers | 17:27 Banks using spaces for events | 18:55 Banks are now more than just a financial service | 21:07 What's next for Howard

Today, CXC interview the wonderful founders of a not-for-profit organisation called Linking Kids. Umana Nordeen, Ashley Davids and Louis discuss how Linking kids is helping children make proactive change for local communities at the root cause. Achieved through education, connection and empowerment of young people globally. www.linkingkids.org Email - [email protected] Instagram - @linking_kids 00:34 - Introductions to Linking Kids | 03:24 - What does a Linking Kids Project look like? | 04:51 - How are children the future | 10:54 - The problem with mainstream charities | 12:35 - Benefits of a linking kids project & CISV | 15:29 - Virtual projects | 17:06 - Who can Linking kids help? | 18:47 - How a project would go from start to finish | 19:52 - What are the take-aways from a Linking Kids project?

Francisco Javier Perdices, the CEO of Chipcard Salud, a leading healthcare technology provider in Spain - highlights the trends of digital transformation in healthcare and introduction of widespread telemedicine as a result of COVID-19. https://www.chipcard-salud.es/publica-web/index_es.htm 01:04 - Introductions | 02:29 - Chipcard Salud's mission | 03:30 - Being a CEO during COVID | 08:36 - How has COVID changed business? | 12:48 - Digital transformation in healthcare | 15:18 - Increase in healthcare activity post-COVID | 18:12 - How to better control the new flow of patients | 23:10 - Advice for other healthcare leaders

CEO & founder Cinde Dolphin, talks about the lack of patient centricity, from a first hand perspective. She speaks about how healthcare can begin to better understand, and innovate throughout the patients journey. Cinde's Website - https://medicaldraincarrier.com/ Cinde's Linkedin - https://www.linkedin.com/in/cdolphin/ 00:34 - Introduction to Cinde Dolphin and her story | 03:13 - How Cinde's experience affected her patient-centric view | 06:50 - The patient is the innovator | 07:57 - How the corona virus might effect healthcare innovation | 10:06 - Healthcare innovation is changing globally | 11:59 - How the hospital waiting rooms are now a thing of the past | 13:50 - Small businesses and small innovations, large benefits | 16:35 - What healthcare leaders need to hear right now

On todays episode, we have the Richard Hadden - the author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience. Richards Linkedin - https://www.linkedin.com/in/richardhadden/ Contented Cows partners and webinars - https://contentedcows.com/ 00:35 Introductions & Simons hair trouble | 03:06 Engaged employees produce better results | 07:05 Digital challenger banks don't create the same experience | 09:57 Creating great customer experiences in the air | 13:12 Paying attention to employee engagement | 16:39 Why is a mission statement so important? | 18:52 Getting customer experience wrong | 21:05 helping employees see the impact of their work. | 24:49 Changes to employee and customer engagement in future

An interesting and eye opening conversation about how organisations can have a more active CSR strategy through the medium of events, featuring Alex Cullen and Liza Freudmann (www.bla.london). We also chat about what organisations are doing for the good of society, during COVID-19. If you like this episode, go to www.acftechnologies.com/podcast and subscribe, to have input into future episodes and get notifications.

Stuart Fearn, Head of customer contacts at Newcastle building society, talks about how his organisation is optimising their branch network during COVID19. If you enjoy this episode, don’t to forget to subscribe to our mailing list and become a CX insider where you will receive all the valuable CX related content, and have the opportunity to give input into future episodes. Check out www.acftechnologies.com/podcast.

In this episode, we talk with one of the most creative people in business, Charlene Li about digital transformation and disruption as a result of the COVID-19 pandemic. We also talk about the implications on customer experience, and how to drive disruption in your industry or organisation as a leader. Over the next few weeks we are also launching a premium subscription called CX Insider, With all the best industry news and CX content so stay tuned to hear about how to get free access.

Season 2: In this episode we discuss the challenges of maintaining health and well-being while working remotely, and the benefits of creating and joining a fitness community online.

In this episode we talk about how retail can continue to make sales and deliver a good customer experience using technological innovation, during the coronavirus pandemic.

In this episode, Adam Greg and myself deconstruct the traditional test drive process, and begin discussing how it could be optimised to maximise sales, with the modern day customer.

In this special episode, Louis and Greg talk about their experiences on placement, and outline the benefits of working with a small and agile organisation.

In this episode, the team discuss how telecom could improve their retail experience with effective customer flow management, and experiential store transformation.

Greg, Adam and Louis discuss how banks can approach large queues in their branches using efficient communications, and experience personalisation.

Louis, Simon and Dominic Hirsch discuss future trends in banking, and the growth of the more human experience in branch.

In this episode Greg and Louis discuss some good, and bad experiences they have had at their gyms, and have some ideas about how they could be improved.

Greg, Lee and Louis discuss the automotive industry and its past, present and future customer experience strategy.

In this episode, we discuss how organisations are optimising their retail experience with the proper use of technology, and with in-store experiential events.

In this episode, Greg, Simon, Adam and Louis (plus our special guest Chewy) explore some good and bad experiences in retail and how can retailers can begin to solve these problems.

In the final episode in our retail banking mini-series - Greg, Simon, Adam and Louis talk about their experience at the market leading conference RBR Branch transformation 2019.

Episode 4 - Part 3 of our retail banking mini series. Today we discuss the rise of digital challenger banks, and the challenges and opportunities physical banks are experiencing in response to this.

Episode 3 - Part 2 of Retail banking mini series. In this episode Adam, Greg and Louis discuss current challenges surrounding the optimisation of multiple communication channels & improving a branches interaction management.

Episode 2 - Welcome back to CXC. In this episode we begin our mini-series surrounding Retail Banking and the industries current challenges. Featuring Greg, Adam and Louis, we talk about how events are being utilised to bring customers back to the branch.

Welcome to CXC, where we discuss hot topics, ideas and interesting developments in the customer experience management industry. In our first episode - Greg, Simon, Lee and Andy explore the fundamentals surrounding appointment booking, and the implications of not considering your customers experience from an Omnichannel perspective. Follow/Subscribe for more valuable and engaging content.