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Podcast ¦ CX Passport: The One With the Future of Customer Experience – Bill Staikos E230 Greatest Hits

Podcast : CX passport Search for original: Link Key Take Aways Senior managers should focus on aligning customer experience initiatives directly with overall business strategy rather than developing a standalone CX North Star. The future of CX will experience a significant shift driven by automation and AI, transforming how brands interact with customers and employees. Cross-disciplinary skills are essential; CX leaders need to be humanists, technologists, architects, and futurists simultaneously to succeed. Organisations must integrate human-centred design with technological expertise… Read more

Podcast ¦ CX Files: David Powers – Rooter Hero – The Three-Faced AI God In CX

Podcast : CX Files Search for original: Link Key Take Aways Senior leaders must emphasise the importance of a pragmatic approach to AI, focusing on effective use cases rather than hype. Transparency around AI deployment is critical; customers respond negatively when discovering AI is being used without disclosure. Customer trust diminishes significantly once they realise interactions are driven by AI, especially if voice neutralisation or accent modification is inaccurate. Human agents remain vital for critical industries like home services, where… Read more

EVENT SUMMARY ¦ CSA – UK Credit and Collections Conference 2025

Another great annual conference from the Credit Services Association. Lots of interesting insights and great to see folks there. One of the things that is always interesting is the political and economic overview for the UK.Some notes from this session below. Key Take Aways Regulatory burden remains high post-Consumer Duty; firms face a continuing “regulatory conveyor belt” (SMCR consultations, FOS differential case fees, ICO data access, BNPL, council tax, FCA non-financial misconduct).The Consumer Credit Act was viewed as outdated and… Read more

Podcast ¦ RO-AR.com: Why don’t we see great ads anymore – and what to do about it!

Access the full podcast series here Key Take Aways There are two schools of advertising: showmanship and salesmanship, both rooted in the history of advertising since the late 19th century. Showmanship focuses on creating an emotional connection and engaging narratives, while salesmanship emphasizes direct calls to action and immediate sales. The decline of showmanship in advertising over the past two decades correlates with the rise of data-driven salesmanship and short-termism in marketing strategies. Effective advertising must create fame, feeling, and… Read more

Evolution and Opportunity In Customer Feedback

Caroline Wells discusses the evolving landscape of complaints handling and customer experience. We explore the societal drivers of complaints, cultural attitudes within firms, and the tension between automation and human insight. The discussion examines the influence of media and claims management companies, proposed Ombudsman fee reforms, and potential FCA–FOS alignment. Lessons from other sectors can highlight the importance of inclusive design, flexibility, and transparent communication. The central theme is reframing complaints as strategic intelligence and embedding service design around real-life… Read more

Podcast ¦ Market Pulse: Pros & Pioneers: Trailer – Faith, Fire, and Scaling Without Burnout Jim Diebold

Podcast : Market pulse pros and pioneers Search for original: Link Key Take A Ways Leaders in marketing and entrepreneurship share their wins and failures to foster learning and growth within the professional community. Focus on scaling without burnout, emphasising the importance of intentional skilling and resilience strategies. Building a values-first business model rooted in integrity, faith, and purpose can lead to sustainable success. Integrating personal principles, such as Christian ethics, into business practices can enhance relevance and authenticity. Relationship-building… Read more