In this episode, Jonathan discusses what makes customer interactions truly frictionless with Bill Price, a world-renowned CX expert and co-author of ‘The Frictionless Organization.’

Dive into the heart of customer service innovation and discover how leading companies worldwide are revolutionising their approach to customer experience.

Tune in to transform your business strategy and embrace the frictionless phenomenon!

CX veteran and expert, Sidney Yuen, discusses the transformative power of empathy in customer interactions, sharing examples and insights on how it enhances business outcomes. He stresses the importance of an organisation-wide commitment to customer experience and challenges the norm of using traditional KPIs to measure success, advocating for a more holistic, empathetic approach that resonates on a personal level. This episode is a deep dive into embedding empathy into the core of customer service strategies, ensuring sustainable business success and meaningful customer relationships.

Discover the secrets behind M1’s successful transition from a legacy telco to a digital powerhouse. In this episode, Stamford Low, Director of Customer Experience and Retail at M1, shares the strategies, challenges, and triumphs that have positioned M1 at the forefront of CX excellence and digital innovation. Tune in for practical insights and inspiring stories from the heart of M1’s transformation.

Join Bhavin Mehta, Managing Director of Zenyum, South Asia, as he shares his transformative journey across industries like PropTech, Home Decor, and HealthTech, where the core principle of putting customers first drives success. Bhavin discusses how he’s scaled customer experience across diverse Asian markets, leveraging technology, AI, and local insights.

Tune in to explore the challenges of standardisation, the role of empathy in customer interactions, and the future of AI in creating hyper-personalised experiences. Packed with actionable insights, this episode is essential listening for leaders looking to elevate their customer experience strategies.

In this episode of CX Unlocked, join Andrew Budiman, former VP of Customer Experience at Singapore Airlines, as he shares invaluable insights from his extensive career in the travel and hospitality sector. Andrew dives into how cultural nuances shape customer expectations and identifies industry fragmentation as a key challenge to delivering seamless CX. Discover how companies can harness automation and data to bridge these gaps—while balancing cost efficiencies with a personalised, frictionless approach.

Andrew also examines how airlines and airports are leveraging automation, the risks of over-reliance on tech, and the critical role of clear communication in enhancing customer satisfaction. This episode is packed with actionable takeaways for leaders navigating CX in a rapidly evolving landscape.