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AI Isn’t Replacing Humans—It’s Here to Make Them Better | CX Insider Podcast
In this episode of CX Insider, Tamil and Greg sit down with John Finch from RingCentral to explore the future of customer experience in the age of AI.
From Silicon Valley insights to real-world applications, we unpack how AI is transforming customer conversations—without replac...
In this episode of CX Insider, we’re joined by Monika Kashyap (HSBC) to explore how augmented AI helps teams make better decisions—and why, by 2030, commercial banking will be more proactive and personal than ever. We dig into AI-led omnichannel journeys, real-time personalisation, and what it takes to move from reactive service to proactive, value-adding CX.
00:00 – Opening thoughts: Building with purpose
00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next
00:49 – Abdul’s career journey: from engineer to CX leader
02:13 – How psychology shapes customer experience
03:26 – Introducing Compass: operationalising CX strategy
05:03 – Why relying on surveys alon...
What does it take to reinvent food innovation? 🍴
In this episode of CX Insider, we sit down with Ian Toll, CEO of Oscar Mayer UK, to uncover the story behind the Gastro Hub — a fully choreographed innovation centre built to transform how ideas in the food industry are created, tested, and brought to life.
Ian shares his journey from leading global restaur...