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Customer experience isn't accidental — it's designed.
The CX Algorithm explores how people, data and technology create experiences that drive trust, loyalty and growth. Each episode is a conversation with a global leader in CX, data, AI and leadership — real problems, real decisions, and what works beyond the hype.
Host Dr Eslam Afifi is a customer experience, data and insights leader with a PhD in AI-driven CX strategy (Monash University), an Executive MBA (IE Business School) and three Australian CX Awards.
Episode notes, transcripts and guests: https://www.thecxalgorithm.com
The CX Algorithm explores how people, data and technology create experiences that drive trust, loyalty and growth. Each episode is a conversation with a global leader in CX, data, AI and leadership — real problems, real decisions, and what works beyond the hype.
Host Dr Eslam Afifi is a customer experience, data and insights leader with a PhD in AI-driven CX strategy (Monash University), an Executive MBA (IE Business School) and three Australian CX Awards.
Episode notes, transcripts and guests: https://www.thecxalgorithm.com
最新一集 🔗
What if the most overlooked part of customer experience isn't digital at all — but the physical room your service happens in? In this episode of The CX Algorithm, Dr Eslam Afifi and design researcher Dr Jacqueline Baker (Head of Research, COX Architecture) unpack the servicescape: the idea that spa…
以前的節目 🔗
Think about your last payment. The screen, the colours, how it felt. Chances are you remember almost nothing — and that's exactly the point. In this episode of The CX Algorithm, we unpack the art of invisible customer experience design: how the best payment experiences succeed by disappearing, and …
Most organisations have a channel strategy. Very few have a journey strategy. And that gap — invisible from the inside, painfully obvious from the outside — is quietly undermining customer experience in banking, telecoms, retail, and beyond.
In this episode of The CX Algorithm, Dr Eslam Afifi sits …
Everything Is an Optimisation Problem — Including Your CX StrategyWith Mohamed Soliman, Regional VP at Energy Exemplar
What if the same algorithm running thousand-node energy grids is the one quietly running every customer experience strategy too — whether we name it that way or not?
In this episo…
Episode Description
What does it actually take to build customer relationships that last — not just satisfy, but genuinely endure? In this episode, Dr Eslam Afifi sits down with Kate Calling, founder of World Journeys, a bespoke luxury travel agency that has thrived for over 20 years through the in…
AI is moving faster than most decision cycles — and leadership has never been more complex. In this episode of The CX Algorithm Podcast, Dr. Eslam Afifi is joined by Ana Herranz, executive & HR coach and co-founder of Game Changers for People and Talent, to unpack what leadership needs to becom…
In this episode of The CX Algorithm Podcast, Dr Eslam Afifi is joined by David Carro Estrade Head of Direct-to-Consumer (D2C) at Samsung Electronics Iberia to explore a quiet but profound shift in customer experience: the return of intermediaries.
For years, organisations worked to remove friction…
AI is everywhere — but real value remains elusive.
In this episode of The CX Algorithm Podcast, Dr Eslam Afifi is joined by Kiron Ravindran, Professor and Department Chair of Information Systems and Technology at IE Business School, to cut through the noise and examine what’s actually working — an…
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