InspireCast Customer Experience Podcast

In this episode of the InspireCast, we interview David Daoud, French ambassador to the Hong Kong fintech community and Founder of E-learn2grow. We ask David his thoughts on how to make a digital customer experience for banks better (hint: "think inside the box") and ask him about his experiences with the founder, startup & fintech world both in France and Hong Kong, ending with a mantra to the startup community at large to help one another and create an ecosystem to nurture relationships across continents that span the globe

This time round, Mirza broadcasts live from Mettā in Hong Kong with special guests, founders of FinFabrik: Alex Medana & Dr. Florian M. Spiegl to discuss their take on digital disruption, the ideal customer experience scenario plus the common misconceptions between CX & UX as often misunderstood for UI. They urge our listeners of CMOs, CIOs and Chief Customer Experience Officers to think about technology; all the while not forgetting about the human touch. Delve into AI, machine learning and nudging bots. Provide concrete examples and finally discuss how it all comes down to hearts and minds and creating a little chaos. A must-listen session for anyone interested in the startup space, or want to understand design thinking and especially if you work for a bank - how to create the ideal customer experience.

This time round we chat with Eric Forgy, a former computational physicist at MIT Labs("rocket scientist" literally)working on ballistic missile systems, turned hedge fund manager; now disruptor of insurance, currently in stealth mode. Eric talks up customer experience from his perspective being in Hong Kong, how focusing on disrupting core systems is where the BIG money is and how actuaries pushing excel files to manage risk is no longer a viable option given the impact of AI and Fintech on capital management. A must listen to session of the InspireCast for anyone wanting to understand digital transformation from the unique point of view of a former physicist turned financial services professional.

Matt Dooley, founder and MD of Connected Thinking and an official member of the "Fintech Mafia" (see @FinTechMafia) discusses a range of digital banking and FinTech topics including online 2 offline platforms and P2P payment / lending ecosystems such as WeChat, Taobao, and Alipay. Matt reveals how social media stalwart Facebook is now 5 years behind the overall experience of the likes of Alibaba and Tencent. He then further explains how China's trailblazing tech giants are revolutionizing the overall customer experience across the FSI space and what implications emerging technologies such as Siri 3.0, IoT and AI will have on your personal digital data and privacy. A must listen for Chief Digital Officers, Chief Technology Officers and Chief Data Officers.

As we continue our Discussion with Deloitte series, we chat with Mukul Ahuja, Senior Manager with the Insurance Strategy practice at Monitor Deloitte in Toronto on Sonnet Insurance - Canada's digital direct insurance broker. Mukul outlines what makes Sonnet unique in its digital and analytics capabilities plus what can be expected from the insurtech space over the next 5 years with respect to disruptive technologies. A must-listen-to podcast for any marketing or CX professional dealing with the digital customer experience for their brand or wanting to know how to launch a digital-only brand.

In this episode of the InspireCast, Mirza talks with Mukul Ahuja and Hwan Kim, both Senior Managers with Deloitte Canada in Toronto on the red-hot topic of Fintech, InsurTech and digital banking. A must-listen for any CX professional within a bank or insurance firm wanting to understand how the latest disruptive technologies such as Chatbots, BlockChain, Real-time Analytics, AI and IoT are effecting the consumer customer experience, agent brokers and distribution channels.

For all our CMO, COO and CIO listenership: content is king - CX, are the keys to the kingdom. How do you put it all together then? Technology wise, content development wise, customer-communications wise? Well, enough with the why... this session is a must-listen for the how and a deep-dive into what makes Objectiva such a great delivery partner to tackle these tough questions.

In this episode of the InspireCast podcast, we chat with Kim Kopetz, Senior Director of Customer Experience at Intel. A must listen session for any CMO or Chief Customer Officer. Kim offers great insight on a range of topics from CX currency, voice of the customer (VoC), the science of customer data, the cost of doing nothing and the power of bringing product to market faster. Make sure this podcast is part of your marketing or business playlist.

Rob Findlay, founder of Next Bank presents a real eye-opener on how customer experience (CX) differs in Asia Pacific, technological advancements in China, the power of the WeChat App as an "essential platform of people's lives [in Asia]" and the power of a #fintech product-focused approach to banking. A playlist-must for any CMO or CIO wanting to learn more about China's disruptive tech explosion and its effect on CX.

Special guest Arianna Valentini discusses customer experience (#CX) from a real world example point-of-view, citing a number of great companies doing CX right: Sephora, Oscar Health & TransferWise; along with sharing some very interesting insights on #AI in marketing tech, the Pokémon GO gamification craze and debunks Millennials' current use of print. A must listen to track for any CMO or marketing exec tasked with understanding better customer experience best practices.

In this session of the InspireCast, we talk with Scott Draeger, VP of Product, on the rise of the Chief Digital Officer and Chief Customer Experience Officer, why the C-suite should care about CX efforts for their brand, Scott's strangest travel experience (which involves a personal assistant robot) plus where is the Internet of Things (IoT) headed and its corresponding impact on business. A must-listen session for any marketing and digital professional wanting to take their brand to the next level. #IoT #CX #CMO

CMO, Tamir Sigal, an experienced marketing veteran with over 20 years experience, explains his take on Customer Experience (CX) from the perspective of customer communications: its importance to the brand and a maturity model framework designed to align people and technology to optimize communications and overall customer engagement. A must-listen for any marketing and IT exec alike wanting to up their brand's CX game! #CX #CMO

In this episode of the InspireCast podcast we conclude our chat with Kaspar Roos, ending with the defining question: what are the best CX-related best practices for managing a brand's customer communications. For any and all CIOs and CMOs - this is a not-to-miss episode touching upon, martech, data siloes, digital transformation and customer loyalty.

After the CEO, a COO is usually the 2nd most important c-suite role for any brand and organization, ensuring how the company delivers value; these COOs though now more than ever are being asked to spearhead the company's digital transformation efforts. Do listen to this podcast to find out just how the COO can tackle personalization, collaboration and the omnichannel experience to embed true digital transformation into the heart of any brand all the while creating a sustainable and intuitive front-facing digital customer experience. Featuring Kaspar Roos, founder of Aspire Customer Communications Services, a technology strategy firm and your host, Mirza Baig of GMC Software.

The CIO's days may be numbered as the focus of the C-Suite has shifted towards the customer experience - welcome to the boardroom table, the latest C-level title: the CCO, the Chief Customer Officer. In this episode of the InspireCast, we touch upon the transition of the CIO towards the CCO, shadow IT, Martech (marketing technology) and how LOB (line of business) leaders are the ones steering the IT ship moving forward. A must listen for CIOs and CMOs alike.