CX INSIDER
ACF Technologies
CX INSIDER
ACF Technologies
Monday 07 June 2021 : Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having...
Monday 17 May 2021 : Salman Sharif, a senior CX advisor from Forrester, talks to Valentina about employee experience and its relationship with customer...
Monday 10 May 2021 : This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer...
Tuesday 04 May 2021 : Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He...
Monday 26 April 2021 : John King, a property specialist, shares his views on the shift towards customer-centricity in the property market over the past decades. Is...
Monday 19 April 2021 : Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed....
Monday 12 April 2021 : Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer....
Tuesday 06 April 2021 : Gustavo Imhof, a CX consultant, talks to Valentina and Greg about the most common CX misconceptions he has come across during his career....
Monday 29 March 2021 : Countries around the world have started using COVID-19 passports for international travel. Some of them use it domestically. What does it...
Monday 22 March 2021 : Fabrice Martin joined the second episode dedicated to artificial intelligence in customer feedback analysis. Valentina and Simon speculate...
Tuesday 09 March 2021 : Valentina, Greg and Chhavi Singh discuss various methodologies of collecting and analysing customer feedback data. We also speak about the...
Monday 22 February 2021 : In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX....
Tuesday 09 February 2021 : Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the...
Thursday 28 January 2021 : Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and...
Tuesday 12 January 2021 : Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how...
Wednesday 16 December 2020 : Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase...
Wednesday 09 December 2020 : We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the...
Monday 30 November 2020 : Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss...
Friday 20 November 2020 : We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 01:00...
Sunday 15 November 2020 : A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID. 01:28 - Where does...
Tuesday 03 November 2020 : An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the...
Tuesday 27 October 2020 : Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their...
Wednesday 21 October 2020 : Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite...
Friday 18 September 2020 : "Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely...
Monday 10 August 2020 : TV & media personality Howard Brown joins us as we talk about his story, from studying music to becoming a brand ambassador for some big...
CX INSIDER
ACF Technologies
You Can't Make This Sh*p Up, With Paul Rutter
Paul Rutter, Cruise & Entertainment Director, tells adventurous stories about his lifelong experience in the cruise industry. Having...
Who Comes First, the Employee or the Customer? With Salman Sharif
Salman Sharif, a senior CX advisor from Forrester, talks to Valentina about employee experience and its relationship with customer...
Stop Asking Your Customers to Call You, With Brian Kale
This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer...
Evaluating CX: Mystery Shopping or Crowdsourcing? With Antonio Maiorano
Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He...
Customer-Centricity in the Property Sector, With John King
John King, a property specialist, shares his views on the shift towards customer-centricity in the property market over the past decades. Is...
Why Planning to Fail Really Means Planning to Win, With Katie Stabler
Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed....
The 3 Pillars of Effective Customer Experience, With Ján Uriga
Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer....
Breaking Down Misconceptions About Customer Experience With Gustavo Imhof
Gustavo Imhof, a CX consultant, talks to Valentina and Greg about the most common CX misconceptions he has come across during his career....
The Vaccine Passport Dilemma
Countries around the world have started using COVID-19 passports for international travel. Some of them use it domestically. What does it...
An Introduction to AI in Customer Feedback (Part 2)
Fabrice Martin joined the second episode dedicated to artificial intelligence in customer feedback analysis. Valentina and Simon speculate...
An Introduction to AI in Customer Feedback (Part 1)
Valentina, Greg and Chhavi Singh discuss various methodologies of collecting and analysing customer feedback data. We also speak about the...
How to Personalise the In-Store Experience, with Richard Kelly
In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX....
Applying behavioural science to understand shopper habits, with Iona Carter
Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the...
ACF Exclusive: Delivery of UK's COVID-19 Booking System
Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and...
Neuromarketing: the new way to enhance customer experience, with Terry Wu
Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how...
Using retail events to save the high street, with Jason Sit
Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase...
Damien Davis on mental health and working remote
We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the...
Branch transformation part 3 Q&A (RBR BT20)
Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss...
The next gen banking experience part 2 (RBR BT20)
We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 01:00...
The next-gen branch experience part 1 (RBR BT20)
A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID. 01:28 - Where does...
Karen Clinkard on employAGILITY and using data to improve CX
An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the...
Can retailers reconnect with their customers?
Retail is undergoing many changes, and the introduction of new channels are a hot topic as retailers attempt to reconnect with their...
The future of retail
Introducing Valentina (new co-host), and some interesting conversations and stories about how retail is evolving thanks to our favourite...
Carly Lake on getting results when working remote
"Ricky Gervais" and The Intern speak to Carly Lake, a global expert in tech-marketing recruitment, Carly has built her career entirely...
Howard Brown on the new retail banking 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...
