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The CX Algorithm: Customer Experience, Data and AI

Dr Eslam Afifi

The CX Algorithm is a customer experience podcast about how people, data and AI create experiences that earn trust, customer loyalty and growth. Each episode, Dr Eslam Afifi talks with a global leader about CX strategy, the customer journey, AI in customer experience, voice of the customer and CX leadership: real problems, real decisions, and what works beyond the hype.Host Dr Eslam Afifi holds 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

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Episodis

10 episodis

  1. Trust Is Not a Score — What a Financial Collapse Teaches Customer Experience | Trust and Customer Experience in Financial Services 47:02
  2. Is Your Business Growing, or Is the Market Doing the Work? | Growth Strategy and Customer Retention 35:43
  3. Before You Think, the Room Has Already Spoken | Servicescape and the Psychology of Space in Customer Experience 33:12
  4. You Don't Remember Your Last Payment | Invisible CX and Payment Experience Design 34:28
  5. Channels Are Delivery Mechanisms. Journeys Are the Product. | Customer Journey Strategy 22:14
  6. Everything Is an Optimisation Problem | CX Strategy, Data and AI 29:13
  7. The Three Pillars of Unbeatable CX: Ease, Authenticity and Trust | Customer Loyalty 27:51
  8. Beyond the AI Hype: The Human-Centred Blueprint for CX Leadership 35:29
  9. Back to the Middle: AI Agents and the Future of Customer Experience 31:01
  10. Beyond the Hype: AI in Customer Experience, and Why Augmentation Beats Automation 32:37