HeyJaredCustomer Engagement Examples of Excellence
Engage Customer podcast brings you the hot topics and tips in the customer engagement industry. Hear from a range of industry leading brands, including Facebook, IKEA, Nespresso, LinkedIn & more, as they share their journeys, success stories and future plans that you can…
- Indexed episodes, last 90 days
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- Aug 3, 2026
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Latest episodes
Strategy & Leadership in Focus: Embedding Customer-Centric Thinking Across the Business (opens the original)
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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 customer
Migrating from Telephony to Chat: Lloyds Banking Group’s Messaging CX Transformation (opens the original)
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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
Making the Journey Matter: Aligning Teams and Driving Improvement (opens the original)
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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 wi
Beyond Satisfaction: Redefining Customer Delight at Porsche (opens the original)
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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.
Can We Fall in Love with a Brand? How AI is Rewriting Loyalty and Emotion (opens the original)
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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 di
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