CX Unlocked Podcast

Welcome to your definitive guide to navigating the complexities of customer experience (CX)! Here, we delve into the dynamic world of customer expectations and technological advancements with experts who’ve been at the forefront of CX innovation. Our guests share not just their insights and strategies, but also the real-world experiences that shaped them into industry leaders. Join us as we explore what it really takes to excel in customer experience.

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Unlock the Gateway to Seamless Customer Experiences

Introducing CX Unlocked

 

Join hosts Jonathan and Rosaline as they explore everything CX with expert guests in each episode.

Unlock innovative strategies, redefine standards, and transform your customer interactions.

Watch our podcast trailer now!

Episode 1: Building A Truly Frictionless Experience with Bill Price

 

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!

Episode 2: Empathy: The Key to Unlocking the Gold Standard in CX with Sidney Yuen

 

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.

Episode 3: The M1 Method: Insights into Seamless CX and Digital Transformation Success

 

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.

Episode 4: Make Customers Smile More: Crafting Unbeatable Customer Experiences Across Industries

 

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.

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