InspireCast Business Podcast

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The InspireCast Business Podcast is your leading source for real interviews and insights with leading customer experience and engagement experts featuring your co-host, Mirza Baig of GMC Software. Each series of podcasts will feature a new real-life expert as co-host, so tune-in often to learn from top business leaders on challenges and best practices when it comes to managing your customers and the overall customer experience.

The InspireCast Business Podcast is your leading source for real interviews and insights with leading customer experience and engagement experts featuring your co-host, Mirza Baig of GMC Software. Each series of podcasts will feature a new real-life expert as co-host, so tune-in often to learn from top business leaders on challenges and best practices when it comes to managing your customers and the overall customer experience.

More Information

Location:

Canada

Genres:

Business

Business & Economics

Description:

Twitter:

@gmc_net

Language:

English

Website:

http://www.gmcsoftware.com/

Email:

m.baig@gmc.net

Episodes

Mostafa El-Bermawy on the concept of #CX Filter Bubbles + the linkage between politics & #CX

10/27/2017

There are two topics you never discuss, we'll we're going to discuss one of then anyways: Politics.... But, what is the connection between politics and Customer Experience you may ask? This time round, the InspireCast features special guest Mostafa El-Bermawy, a startup growth and marketing strategist, who has worked with some of the biggest brands around: American Express, P&G and Ford Motors plus is a regular tech contributor for Wired magazine and BBC Arabia. Mostafa posits that our...

Duration:00:23:14

@AnnetteFranz discusses the rise of the customer experience (#CX)executive within the C-Suite

7/13/2017

Annette Franz, CCXP, author, speaker, CXPA board member and Founder of CX Journey discusses the rise of the customer experience executive as an equal C-level member within the C-suite. A great must-listen to for any CEO of any business or brand wanting to understand why a company needs a CX executive, be it a Chief Customer Officer or a Chief Customer Experience Officer. Annette further discusses the CX executive's critical success factors plus their biggest challenges to success within...

Duration:00:35:48

Discussions with Deloitte: @Muks7 & @EvaTreumuth discuss ‘Retailization’ in Insurance

7/4/2017

In this episode of the InspireCast, Mukul Ahuja once again becomes the guest host of the show to discuss the 'Retailization in Insurance' movement with Eva Treumuth, customer and marketing strategy leader at Monitor Deloitte. So what do customers want from their insurers? As the very relationship between insurers and customers is changing; today’s consumers have come to expect to get what they want, how and when they want it, and those expectations are spilling into other areas of their...

Duration:00:34:51

InspireCast (en français) avec @LaurentGhio pour devenir certifié CX pour les marques

4/4/2017

Présentation de l'édition française du podcast InspireCast avec votre nouvel hôte Elodie Miternique. Elodie interviewe Laurent Ghio, CCXP de GMC Software sur la façon dont il a obtenu sa certification CCXP et aussi comment décrire les avantages pour les autres professionnels de toutes les marques de devenir CCXP désigné comme expérience client est maintenant la nouvelle normale en ce qui concerne les attentes des entreprises et des clients. Les grandes entreprises doivent offrir...

Duration:00:18:45

Discussion with @Deloitte's @Muks7 & @_kramki on enterprise #AI & #machinelearning

12/22/2016

Our third session with Deloitte, this time round with Karthik Ramakrishnan, an expert on AI (artificial intelligence) and machine learning plus Mukul Ahuja as this episode's "guest host." A deep dive discussion into what makes an AI construct - the "artificial brain," insight into how we are already surrounded by AI technologies in our everyday lives plus a whole lot of AI myth-busting. A must-listen episode for any C-level executive grappling with whether to use AI in their organization -...

Duration:00:37:25

Founders @DSzuc & @IgiWong on Design Thinking, UX & how to Make Meaningful Work

11/25/2016

While in Hong Kong, Mirza interviews Daniel Szuc and Josephine Wong - founders of Apogee, a design research consultancy which focuses on helping clients to "Make Meaningful Work." Dan and Jo elaborate on how the concepts of UX, CX and design thinking or digital transformation should actually be looked at from a people-experience perspective and encourages the audience to "design experiences outside the company." They further expand upon their own experiences with large corporations that...

Duration:00:23:42

@Finfabrik founders: @AlexMedana with @FmSpiegl discuss HK #Fintech, ideal CX + hearts and minds

11/24/2016

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...

Duration:00:25:21

Former rocket scientist turned FSI entrepreneur Eric Forgy on digital transformation

11/21/2016

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...

Duration:00:16:08

Discussion with Deloitte: @SonnetInsurance - Canada's newest digital direct brand

10/26/2016

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...

Duration:00:15:03

Focusing on CONTENT & CX: an interview with Objectiva Software

10/5/2016

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.

Duration:00:15:48

@RobFindlay discusses #CX & tech in China, @WeChatApp, #AI & #FinTech

8/12/2016

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

Duration:00:26:41

3 CX Best Practices for CIO’s & COO’s with @kasparroos

7/4/2016

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.

Duration:00:20:21

Shifting from CIO to CCO (Chief Customer Officer) with @kasparroos

7/4/2016

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.

Duration:00:21:01

Customer Experience Frameworks for Brands with @stevenkeith

6/9/2016

In this session of the InspireCast for Business and Brands - we talk with Steven Keith, Founder of CX Pilots (@cx_pilots ) and his experiences with implementing a CX framework across an enterprise bank as "small delicate interventions" – baby steps – small wins which lead to employee engagement and inter-organizational awareness of the CX pilot program. A must listen for any brand or business that needs to understand how to successfully execute an enterprise-wide customer experience...

Duration:00:20:24

Banking & Fintech - a discussion on digital disruption with @anthemlau

5/19/2016

Can banks keep pace with the expectations of today's digital and mobile customer? With the press highlighting the current wave of FinTech darlings - can traditional banks so mired in legacy systems, compete with these start-ups? An in-depth discussion with banking customer communications management expert Antoine Hemon-Laurens and host Mirza Baig on how digital transformation is effecting the financial services sector... a must listen for anyone in the FIS space.

Duration:00:20:02

Customer Experience expert @AnnetteFranz on Customer Journey Mapping for Business

4/13/2016

In this second episode of the InspireCast - CX expert, Annette Franz and co-host Mirza Baig further explore the importance of focusing on the Customer Experience and introduce a new concept - Customer Journey Mapping: challenges plus best practices. If you're part of a business that relies on customers (and what business isn't?) then this 2nd podcast is a surefire playlist favourite.

Duration:00:22:12

Customer Experience expert @AnnetteFranz on why CX is a must for Business

4/13/2016

CX expert & mentor, Annette Franz co-hosts the first session of the InspireCast podcast with anchor Mirza Baig on the reason customer experience is THE brand differentiator for leading companies, explains the keys to designing a great customer experience plus oultines the risks of not creating a customer journey map for the business. If you want to truly engage your customers - then this podcast series is a must-listen.

Duration:00:19:12