Customer Engagement Examples of Excellence

Epizode

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  Strategy & Leadership in Focus: Embedding Customer-Centric Thinking Across the Business 03.08.2026 18min

  Podcast Description:Join Claudia Nicholls-Magielson from Simplyhealth, Alexander Toft from Moonpig and Richard Pash from Zurich Insurance Company as they explore how modern customer leaders blend empathy, data and technology to drive meaningful customer outcomes and commercial growth. Recorded live on the main stage at our recent Engage Customer Summit, this episode dives into real-world stories of journey redesign, the power of qualitative insight and the mindset shifts needed to keep customers truly at the heart of strategic decision-making.
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  Migrating from Telephony to Chat: Lloyds Banking Group’s Messaging CX Transformation 27.07.2026 21min

  In this episode, Sam Holley, Senior Messaging Experience & Performance Manager takes us behind the scenes of Lloyds Banking Group’s shift from a telephony-led contact model to a chat-driven, mobile first experience. Drawing on real numbers, hard won lessons, and cultural change at scale, Sam shares how the team grew chat from a niche channel to a core part of customer contact, significantly lifting satisfaction along the way. Recorded live at our recent Engage Customer Summit, this conversation is packed with practical insights for customer contact and CX leaders rethinking how they support customers in a digital first world.
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  Making the Journey Matter: Aligning Teams and Driving Improvement 17.07.2026 21min

  In this episode, we bring you a recording from our recent Engage Customer Summit, Mark Clydesdale, Head of Strategic Consulting at Tap CXM, Oliver Parsons, Head of Ecosystems, Customer Propositions at Lloyds Banking Group and Preyan de Silva Head of Ticketing, All England Lawn Tennis Club (AELTC) at Wimbledon explore what it really takes to design and deliver customer journeys that work in practice, not just on paper. From breaking down silos and aligning teams to balancing digital innovation with real customer needs, this session is packed with practical insights across sport, financial services and beyond. Tune in for an honest, thought-provoking discussion on how to make your customer journey mapping truly matter.
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  Beyond Satisfaction: Redefining Customer Delight at Porsche 13.07.2026 20min

  In this episode, recorded live at our recent Engage Customer Summit, Jana Kreissig and Doris Kauffman from Porsche explore how organisations can move beyond traditional satisfaction metrics to create genuinely excited customers. From rethinking CX measurement to embedding actionable insights across the business, they share how the Customer Excitement Score is reshaping the way Porsche understands and delivers exceptional experiences.
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  Can We Fall in Love with a Brand? How AI is Rewriting Loyalty and Emotion 03.07.2026 13min

  Join us for an inspiring recording from our recent Engage Customer Summit, featuring Martin Villanueva's, Global Customer Engagement Lead at IKEA, lively insights on transforming brand loyalty into genuine trust. In this episode, Martin shares personal stories and expert guidance on creating deeper emotional connections with customers, explores the evolving role of technology and Emotion AI, and offers practical advice for building meaningful relationships in today’s digital world. Tune in to discover the strategies and ideas shaping the future of customer engagement.
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  Loyalty Without Limits: Engaging Customers Across Generations 25.06.2026 20min

  In this episode, recorded live at our recent Engage Customer Summit, Sarah Mitton (Head of Customer Engagement at Sovereign Network Group) and Adam Mills (Head of Insight, Loyalty and Strategy at The Wine Society) explore what it takes to build meaningful customer relationships across generations.From balancing digital and face-to-face engagement to redefining loyalty as a sense of belonging, they share how their organisations are adapting to evolving expectations while staying true to their values. The conversation dives into the role of data, community, and personalisation, offering practical insights into creating inclusive, relevant experiences that resonate with diverse audiences.
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  Liverpool FC Case Study: Success Looks Different for Everyone 22.06.2026 14min

  Join Jo Kirkham, Vice President of Fan Experience at Liverpool FC, as she lifts the lid on what it really takes to run a world‑class contact centre for one of the world’s most passionate fanbases. This episode is a recording from our recent Customer Engagement Summit, where Jo shares candid stories, human moments and practical lessons on balancing fan expectations, emotional peaks in demand and operational reality in a truly unique service environment.
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  From Disruption to Loyalty: Teresa Restucci on Customer Experience at British Airways 19.06.2026 35min

  In this episode of Customer Engagement – Examples ofExcellence  it was a delight to welcome Teresa Restucci, Head of Customer Experience Customer Care - British Airways.Teresa began by telling us that her interest in data and analytics led to her first opportunity at BA that has served her well in her increasingly responsible roles within BA customer service operation.She shared insights into the operational challenges that BA has faced recently with the fire at Heathrow Airport in 2025 and the ongoing war in the Middle East. And, and how her team had responded in a timely and effective manner to ensure that both customers and crew members were able to be repatriated as quickly as possible.Teresa highlighted that proactivity in both these scenarios and in the daily challenges that all airlines face, ensured that BA met the increased expectations and demands from customers and has been a major contributor to customer loyalty in very difficult times.She concluded by saying that while AI has an increasing roleto play that it’s not a magic bullet for customer service and that at BA she sees the implementation as being a complement and a trusted assistant to colleagues that builds confidence while allowing them to deliver truly memorable customer experience.
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  Human Empathy in a Digital Age: Bill Kalyan on Evolving Customer Service 15.04.2026 38min

  In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Bill Kalyan, VP Business Services at Deutsche Bank.Bill began by sharing his extensive and diverse journey in customer service with leading retail and financial services organisations and how that has been so instrumental in his approach to his current role with Deutsche Bank.He took us through the evolution of customer service and contact centres, the changes he has seen, especially the growth of technology and the ever-changing customer expectations.Bill emphasised that while his experiences have been with very different organisations, the fundamentals of delivering great customer experience remain the same and the human element focusing on empathy and understanding continues to be the key to success.He concluded by saying that AI has a role to play in supporting advisors and customers but that it was vital not to get caught up in the hype and realise that it’s not a magic bullet for customer service.
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  From Contact Centres to Customer Centricity: Tracy Kellaway on Empathy, Voice of the Customer and AI 17.12.2025 32min

  In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Tracy Kellaway, Executive Director of Consumer Care Operations at the Estée Lauder Companies.Tracy began by sharing her extensive and diverse journey in customer service with leading retail, financial services and utility brands and how that has been so instrumental in her empathetic approach to her role with Estée Lauder.She took us through the evolution of customer service and contact centres, the changes she has seen, especially the growth of technology and the ever-changing customer expectations.Tracy emphasised that the significant focus on the voice of the customer and the improvements made by companies that really listen, has been one of the most important elements in improving customer experiences.She concluded by saying that AI will continue to play a key role in supporting advisors and applications such as agent assist, summarisation and transcription making the biggest impact currently.
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  Fixing Friction, Not Just Adding AI 11.12.2025 32min

  Global CX AI Lead at Zoom, Laura Ball, joins host Martin Hill‑Wilson to explore how organisations can use AI to remove friction from customer journeys rather than simply layering new technology on top of old problems. They discuss the loyalty “gap”, lessons from the first wave of omnichannel, what good human‑AI partnership looks like in the contact centre, and the skills, governance and mindset needed to make AI‑driven CX an ongoing success rather than a one‑off project.
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  AI, Feedback, and People-First Transformation: Driving Employee and Customer Experience at Ericsson with Jason Bloomfield 02.12.2025 36min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Jason Bloomfield who is Global Head of People Change & TA Transformation at Ericsson.Jason shares his diverse business and strategy experiences in various global roles and the increasingly important role that AI is playing where HR meets IT and the benefits that this drives for both customers and colleagues.We spoke about the potential fears that colleagues may have about AI but that how Ericsson has gone to great lengths to ensure that it is seen as complementary and supportive to front line and back-office employees.In particular Jason acknowledges that AI can play a role in leveraging employee feedback to power transformation, and that Ericsson’s program, "Your voice, our action" ensures that feedback is not only heard but shapes strategy and aligns action.And that it can create a culture where colleagues recognise the value of their input and the role it plays to enhance both the employee experience and by extension, the customer experience.
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  Empathy, Empowerment, and AI: Elevating Customer Complaints at Vanquis Bank with Leigh-Anne Gray 24.11.2025 32min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Leigh-Anne Gray who is Senior specialist complaints manager at Vanquis BankLeigh-Anne shares her diverse business experiences in various roles in the financial sector and especially how complaint handling has evolved over the years.She tells us about the importance of creating an environment where colleagues are encouraged, supported and empowered when handling more complex inquiries and in dealing with vulnerable customers.Leigh-Anne acknowledges that AI can play a role in leveraging customer data to enable colleagues to deliver authentic and empathetic responses to customer issues.But she advocates passionately that culture is a critical element in developing a strong contact centre team and the human element is still a vital and important part of customer interactions.
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  How Social Media Shapes Culture, Connection and Customer Experience at HSBC 06.11.2025 35min

  In this episode of “Customer Engagement – Examples ofExcellence”, we meet Hannah Ratcliff-Barnes who is Social Media Lead at HSBC.Hannah shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at HSBC.She tells us about the importance of making social media acore element of the HSBC contact Centre and the key role that it plays in influencing HSBC customer experience and employee engagement, while enhancing the banks’ reputation. She advocates passionately that culture is a critical elementin developing a strong contact centre team and is vital to create opportunities for colleagues to thrive and deliver authentic and empathetic responses to customer issues.
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  From Acquisition to Advocacy: Elevating Customer Lifetime Value 01.10.2025 28min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Stephen Akadiri, SEO & Organic Growth Strategist. This episode takes a fresh look at Customer Lifetime Value, moving beyond a simple financial metric to a framework for relationships, loyalty, and advocacy.Key discussion points include:Breaking barriers to measurement: common pitfalls and how to combine qualitative and quantitative signals such as sentiment, referrals, and community engagement.Identifying high-impact customers: focusing on those with the greatest advocacy potential, not just the biggest spenders.Personalisation at scale: practical ways to deliver meaningful, trust-building experiences without draining resources.Balancing growth horizons: meeting short-term revenue targets while investing in long-term loyalty.The future of advocacy-driven brands: how community, technology, and purpose can transform loyal customers into ambassadors.
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  Transforming Customer Experience in Financial Services: Guardian’s Journey with Kerv 10.09.2025 38min

  In this episode of the Engage Customer Examples of Excellence Podcast, host Will Lusted, Senior Account Manager at Kerv, sits down with Mike Tamblin, Front Office Manager at Guardian Financial Services.  With 17 years’ experience in financial services, Mike shares first-hand insights into Guardian’s transformation journey.  Discover how they’ve reimagined customer engagement, the challenges they’ve overcome, and what’s next for financial services innovation. 
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  Leading with Inclusion: How Neurodiversity Shapes Customer and Employee Experience at Leeds Building Society 07.08.2025 31min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Kelly Shippen who is Head of Customer Operations at Leeds Building SocietyKelly shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at Leeds Building Society.She tells us about her passion for Diversity, Equity, Inclusion and Belonging (DEIB) and how that is incorporated into a strong focus on Neuro Diversity that is a key element in influencing Leeds’s customer experience and employee engagement. She advocates strongly that it’s not just a tick box exercise and that a neuro diverse perspective is vital to create opportunities for people to thrive, belong in their business, and to learn more for customers and colleagues.
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  Word of Mouth, Redefined: Real Communities, Real Results 21.07.2025 39min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Ben Briggs from Join the Dots, part of Salocin Group and Tom Ridges from Herdify where they share how real-world influence and word of mouth delivered to real-life communities are increasingly valuable and cost-effective routes to new customers. This approach combines data led, media campaign strategy with innovative AI technology to significantly enhance and improve campaign performance and customer experience.They go on to explain that when postcode-level community hotspots are activated across every channel – direct mail, TV, digital, radio and Out of Home – the results are significantly superior to the old “spray and pray” model? They share some impressive real-world examples of successes with organisations such as Abel & Cole and Kent, Sussex and Surrey Air Ambulance to demonstrate the speed, accuracy and financial benefits that this well-designed, targeted approach can achieve.
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  Making Every Conversation Count: How Klearcom Is Elevating Global Customer Experience Through Innovation and Human Touch 10.06.2025 38min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Mark Rohan Co-Founder and COO of Klearcom, developers of the leading customer call path testing platform supporting IVR and Conversational AI deployments.Mark shares how having co-founded Klearcom in 2018, he believes in making every conversation count and leading Klearcom’s mission to improve customer experience one conversation at a time across over 100+ global markets.He emphasises that despite being a technology company, he believes that their relentless focus on delivering great customer experiences by encouraging enhanced team cooperation and developing inclusive cross-functional relationships, sets them apart from their competition. Mark goes on to tell us that by having local teams in their 100+ markets, they can ensure that their testing regime simulates real-world scenarios and is relevant, culturally appropriate and includes all elements of voice design, testing and audio quality. He concludes by telling us that IVR and Conversational AI both have a place in customer service interactions today, but that within the next 2-3 years, AI will play a larger role in handling customer interactions, while still ensuring that the human touch is still easily and readily available for critical conversations.
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  Agile Marketing in Action: How Zoë Merchant Drives B2B Results with Experimentation, Storytelling, and AI 27.05.2025 42min

  In this episode of “Customer Engagement – Examples of Excellence”, we meet Zoë Merchant Founder and Managing Director of Bright, an award-winning B2B marketing consultancy on a mission to make marketing more effective through agility and experimentation.Since 2013, she’s helped major B2B brands ditch static strategies and embrace agile ways of working that deliver results faster, smarter, and more in tune with customer needs. Zoë shares how Agile marketing drives effectiveness through data-driven experimentation, cross-functional collaboration, and rapid optimization.She emphasises the importance of balancing brand-building with demand generation for long-term success and how effective storytelling, reporting and communication skills are crucial for demonstrating marketing's business impact and securing resources and budget.She goes on to tell us how AI presents opportunities to enhance marketing processes but must be implemented strategically with clear objectives and KPIs.Zoë also shares advice on how to get started: why accredited agile marketing training builds confidence, and how small experiments, pilot campaigns and psychological safety pave the way for lasting transformational change.