CX4CA Podcast

The Customer Experience for Competitive Advantage (CX4CA) podcast channel brings you fascinating insights from CX leaders across the Middle East, Africa and India. Hosted by George Smith, Regional MD for Horizontal Digital, CX4CA showcases changemakers and innovators at the helm of digital transformation in their industry – from banking and automotive to healthcare and more. Subscribe today for a masterclass in orchestrating world-leading CX from the people who’ve been there and done that.

 

Meet the speaker

Behind the mic
Dr. Damian Cotchett

Transformation Director, Noor Bank

25th September, 2019

Listen To: Applying culture and psychology for better CX

With a Ph.D. in Applied Psychology and extensive experience as a consumer and organisational psychologist, Damian talks to us about how he now applies this knowledge in the CX world.

We also discuss the role of culture in CX and he shares a wealth of practical marketing advice for global brands expanding into the Middle East.

Download this podcast and find out why it’s important to adopt irrational design when building your customer journeys.

We interviewed Damian in early 2020 when he was still the Head of Customer Experience at Noor Bank in Dubai. He is now based in Mauritius as the Transformation Director for First Capital Bank.

Amy Gath

Global VP of Marketing, Formica Group

10th December, 2019

Listen To: Transforming CX for a 100-year-old company

When your company is over a hundred years old, it’s a pretty daunting task to digitally transform your CX, but it’s a challenge Amy Gath has taken on with fervour since 2013.

Headquartered in North America with an international network across the Middle East, Asia and Europe, Formica Group is the world’s best-known producer of high pressure laminate for residential and commercial customers (in fact, they invented the stuff!).

With a background in Consumer Packaged Goods (CPG) marketing, Ohio-based Amy talks to us about how she made the transition into digital transformation at a very opportune time.

Formica was at that moment of realisation, she says, where they knew that for over a century, their competitive advantage had been their traditional manufacturing process, but that now it was to be found increasingly in CX.

Download this podcast to find out how Amy overcame the seemingly insurmountable challenge of getting a heritage organisation on board with digital transformation, while marketing to a complex customer group that spans over 30 different countries.

Hussein M. Dajani

General Manager, Digital and CX Transformation, Nissan Motor Co.

17th February, 2020

Listen To: Crossing the digital and experience divide in the automotive industry

Voted one of the top 200 global CX leaders to watch in 2021, Hussein has over 19 years of digital marketing experience having worked with the likes of Red Bull, Virgin Mobile, WPP and Publicis.

In this podcast, he talks about his early career in financial services and how he made the transition into the CX world where he has ended up leading the digital and CX transformation for Nissan in Africa, the Middle East and India.

He also shares nine lessons he’s learnt about putting customers at the heart of your organisation.

Download this podcast to hear more about Hussein’s thoughts on the future of mobility and the automotive industry, and find out how Nissan applied analytics to manage accelerated CX during the Covid-19 pandemic.

Sumit Puri

Group Chief Technology Officer at Evercare Group

24th March, 2020

Listen To: Putting CX at the Heart of Healthcare

Sumit Puri is obsessed with technology. In fact, he believes digital technology is the key to unlocking improved healthcare in emerging economies.

With a 25-year career spanning India, Asia Pacific, Africa and the Middle East, Sumit shares fascinating observations on the challenges he faced implementing digital transformation in different countries and for different organisations including Max Healthcare, Prudential, GE Capital and PwC.

As the Global CTO of Evercare Group, Sumit and his team partner with 28 hospitals throughout India, Pakistan, Kenya, Nigeria and Bangladesh to craft digital healthcare platforms and enhance analytics to provide affordable healthcare and improve quality of life.

Download this podcast to hear Sumit’s thoughts on how emerging technology is reshaping the landscape in emerging economies—particularly in healthcare and financial services.

Sunny Landeros

Founder/CMO, The Brand Rocket

23rd April, 2020

Listen To: Cracking the Customer Code for HNW Individuals

She's worked with leading luxury brands from Rolls Royce to Swarovski and has marketed everything from cosmetics to private jets to the rich and famous globally.

In this CX4CA podcast, Sunny Landeros talks to us about what it means to create money-can't-buy CX for ultra high net worth individuals.

Drawing on her experience as CMO of Quintessentially – a global lifestyle concierge service – to her role marketing private jets for Jetex in Dubai, Sunny shares some great anecdotes about marketing to High Net Worth (HNW) individuals, including one about Pierce Brosnan and a cappucino machine!

In 2020, Sunny launched her own brand consultancy, The Brand Rocket, and is currently CMO for a tech company in Dubai. Download this podcast to listen to Sunny's story about her journey from being an All-American Girl in Texas to a truly global marketer in the Middle East.

Piyush Chowhan

CIO, LULU Group International

26th October, 2020

Listen To: Covid-19 as a Catalyst for Digital Transformation in Retail

Piyush Chowhan is a digital evangelist with a passion for transforming businesses with the use of technology. With over two decades of experience working with global consumer and retail companies, he has an excellent track record of delivering results and creating value across organizations. His vision is creating innovation-focused digital strategies to maximize today’s opportunities and prepare organizations for future disruptions.

His passion for working with startups and innovation-led companies has given him the edge to create digital assets for organizations with the use of the latest technologies like Analytics, Cloud, and Artificial Intelligence. He has been a widely recognized leader in digital transformation and has been a much-wanted speaker at over 100 global events. He is an avid writer and his thought leadership is published in multiple magazines and portals.

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