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The CX Equation

The CX Equation

De : Tap CXM
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 The CX Equation podcast from Tap CXM discusses what it really takes to deliver great customer experience in complex organisations. Hosted by industry leaders Chantelle Casey and Mark Clydesdale, each episode is a practical and refreshingly honest conversation with leaders doing the work. Deep-diving into the strategies and technologies transforming CX across all business sectors, from CRM rollouts to loyalty redesigns to workflow overhauls - and everything in between. Whether you're a CX leader, marketer, or enterprise decision-maker, Tap CXM’s podcast offers practical advice to help you mastering customer experience (CX) in today’s ever-changing, competitive landscape. Direction Economie Management Management et direction Politique et gouvernement
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    Épisodes
    • EP3: The Secret to CX Superpower at a Global Scale

      EP3: The Secret to CX Superpower at a Global Scale
      Dec 16 2025
      What if your global CX strategy could scale effortlessly, without ever overruling local teams? In this episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale welcome Rob Grierson, Head of Group CRM, Customer Analytics & Innovation at Specsavers, to explore how global teams can unify customer experience across 10+ markets without diluting local expertise. Rob shares practical frameworks for building a global CRM community, strengthening personal relationships across regions, and creating shared testing standards that inspire trust. He also breaks down Specsavers’ “steal with pride” culture, where teams confidently adopt proven tactics from other markets to accelerate impact. This conversation reveals how global scale, when combined with local autonomy, becomes a powerful CX advantage.
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      34 min
    • EP2: Why Creativity Is the Missing Link in Customer Experience

      EP2: Why Creativity Is the Missing Link in Customer Experience
      Nov 25 2025
      In today’s data-driven world, creativity is the true competitive differentiator and the cornerstone of next-level customer experiences. In this episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale sit down with Matt Broekhuizen, Head of Customer Engagement at VCCP, to explore how iconic brands like LEGO and Sainsbury’s blend tech, data, and creativity to create emotionally resonant customer experiences. Matt shares frameworks for aligning cross-functional teams, building human-centered CRM programmes, and utilising AI to enhance creative excellence, proving that the most successful CX strategies prioritise brand storytelling over technology.
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      29 min
    • EP1: Personalisation - The Secret to Customer Value

      EP1: Personalisation - The Secret to Customer Value
      Oct 28 2025
      Today, personalisation has become a buzzword that’s thrown around frequently in marketing circles. But what does meaningful personalisation really look like, and how can businesses deliver it at scale? In this inaugural episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale dive deep into the evolution of personalisation and provide actionable insights for businesses looking to move beyond surface-level customisation.
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      28 min
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