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
  • Welcome to The CX Equation

    Welcome to The CX Equation
    Oct 23 2025
    The CX Equation brings you unfiltered conversations on enterprise CX. From CRM to loyalty, hosts Chantelle and Mark uncover what’s really working — and what’s not — in customer experience transformation.
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