XI Café Podcast

Fast Food, Faster Feedback: McDonald's 96% Faster Feedback Loop Driving Loyalty and Experience

In this episode, Michael Dominish shares how McDonald’s Australia [https://mcdonalds.com.au] rebuilt its feedback loop from the ground up, slashing resolution times by 96%. With metrics like “contacts per million” and smarter workflows, this episode shows how to turn feedback into fuel for growth, loyalty, and operational alignment.

Designing Experiences That Stick: Aegon’s CX Journey with Claire Bristowe

In this episode of the XI Café Podcast, we sit down with Claire Bristowe, Connecting with Customers Programme Manager at Aegon [https://www.aegon.co.uk], to explore how Aegon is designing experiences that make a real difference to customers’ lives. From reshaping customer journeys to embedding a culture of empathy and insight-led decision making, Claire shares practical lessons from the frontline of CX transformation.

Breaking Barriers in CX: Learn from AboitizPower

How do you drive customer experience transformation in a sector where tradition runs deep? In this episode, Head of Customer Experience, Melody Lim tells listeners how in just two years, AboitizPower [https://aboitizpower.com] boosted digital adoption by 250%, built a data-driven CX strategy, and prepared for open-market competition. Transformation isn’t about waiting for the perfect moment—it’s about building one.

Elevating B2B Success: Iress Unveils the Transformative Power of CX

In this episode of XI Café, we talk with Marie Corfield, Customer Experience Lead at Iress [https://www.iress.com], about their journey from traditional feedback methods to a fully integrated CX program. Discover how Iress transformed their approach to customer relationships, overcame challenges, and the actionable insights that can help your business elevate its own customer experience. Tune in for inspiration and practical takeaways!

Specsavers: Built on Value, Defined by Expertise

A true customer experience champion, Martin Cottell, Head of Customer Operations at Specsaver NA, is all about making customers the heart of the business. With 17 years at Specsavers, he’s led the charge in driving CX innovation and strategic growth across Northern Europe. In this podcast Martin reveals how Specsavers transforms customer feedback into powerful business change.