CX Unlocked

Human by Design: The Cross-Industry Secret to Great Customer Experience

What if great CX isn’t about the wow—but about solving what matters most? In this episode of CX Unlocked, Wei Jie, VP of Customer Experience at NETS, reveals how human-centered design, not industry, defines success. From aviation to healthcare to fintech, learn how to build customer experiences that drive adoption, loyalty, and long-term business value. Perfect for CX leaders, product strategists, and business teams looking to build experiences that last. Find out how we can improve your CX: ⁠https://toku.co ⁠ Get updated on the latest in CX: ⁠https://www.linkedin.com/company/toku-global/⁠⁠ Follow our speakers on LinkedIn below: * ⁠Kwan Wei Jie⁠ [https://www.linkedin.com/in/weijiekwan/] ⁠ * Mae Ferolino [https://www.linkedin.com/in/maeferolino/]⁠ ⁠Want to watch it on YouTube instead?⁠ [https://youtu.be/0bTaBygCTzs]   #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #travel #hospitality

How Standard Chartered is Preparing for Machine Customers in CX | Interview with Katja Forbes

In this episode of CX Unlocked, Katja Forbes, Executive Director and Head of Client Experience at Standard Chartered, explains how AI is changing the very definition of a customer. She shares insights on building CX functions from the ground up, designing with both humans and machines in mind, and why every business needs to start preparing for AI agents and machine customers. She also opens up about her career journey, the realities of leading in regulated industries, and how intentional language and self-awareness help women in leadership thrive. Key topics include: * What machine customers are and how they behave * The Agent Experience Framework and four pillars of readiness * Balancing innovation with compliance * Proving the ROI of CX through measurable business impact * Coaching strategies to overcome imposter syndrome Whether you're leading a CX team, exploring AI use cases, or navigating complexity at scale, this conversation offers practical advice and fresh thinking for the future of customer experience. Find out how we can improve your CX: Home [https://toku.co/?utm_source=youtube&utm_medium=organic] Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ [https://www.linkedin.com/company/toku-global/]   Follow Katja here: * LinkedIn - https://www.linkedin.com/in/katjaforbes/ [https://www.linkedin.com/in/katjaforbes/] Follow Mae here: * LinkedIn - https://www.linkedin.com/in/maeferolino/ [https://www.linkedin.com/in/maeferolino/] Want to watch it on YouTube instead? https://youtu.be/lz9Q58lUVgM [https://youtu.be/lz9Q58lUVgM]   #customerexperience #customerjourney #business #businesstransformation #customersatisfaction #cxunlocked

The Proven Formula to Build a CX-First Culture in B2B and B2B2C | Interview with Pascal Daniel

Great customer experience doesn’t happen by chance—it takes the right mix of leadership, innovation, and strategy. In this episode of CX Unlocked, Pascal Gerald Daniel joins the conversation to share his perspective on what truly drives CX transformation. With 20 years of experience working with Fortune 500 brands like Nokia, Orange Business Services, and Siemens, Pascal has led CX initiatives across industries and continents. He talks about the common mistakes companies make when scaling CX, why automation should support—rather than replace—the human touch, and how cultural differences shape customer expectations. He also dives into how businesses can move beyond outdated CX metrics, empower teams to take initiative, and create customer journeys that deliver real value. Whether you're in tech, fintech, health tech, or enterprise services, this episode is packed with insights to help you rethink and refine your CX approach. Find out how we can improve your CX: https://toku.co [https://toku.co/?utm_source=youtube&utm_medium=organic] Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ [https://www.linkedin.com/company/toku-global/]   Follow Pascal here: * LinkedIn - https://www.linkedin.com/in/pascalgerarddaniel/ [https://www.linkedin.com/in/pascalgerarddaniel/] Follow Jonathan here: * LinkedIn - https://www.linkedin.com/in/jonathanmondon/ [https://www.linkedin.com/in/jonathanmondon/]   Want to watch it on YouTube instead? https://youtu.be/LLXnuMoyIkc?si=b3pZlxpkbqh5JraD [https://youtu.be/LLXnuMoyIkc?si=b3pZlxpkbqh5JraD]   #customerexperience #customerjourney #business #businesstransformation #customersatisfaction #cxunlocked

Redefining CX in Travel: Putting Customers First in an Automated World | Interview with Andrew Budiman

In this episode of CX Unlocked, join Andrew Budiman, former VP of Customer Experience at Singapore Airlines, as he shares invaluable insights from his extensive career in the travel and hospitality sector. Andrew dives into how cultural nuances shape customer expectations and identifies industry fragmentation as a key challenge to delivering seamless CX. Discover how companies can harness automation and data to bridge these gaps—while balancing cost efficiencies with a personalised, frictionless approach. Andrew also examines how airlines and airports are leveraging automation, the risks of over-reliance on tech, and the critical role of clear communication in enhancing customer satisfaction. This episode is packed with actionable takeaways for leaders navigating CX in a rapidly evolving landscape.  Find out how we can improve your CX: https://toku.co/?utm_source=youtube&utm_medium=organic [https://toku.co/?utm_source=youtube&utm_medium=organic] Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ [https://www.linkedin.com/company/toku-global/]   Follow Andrew here: LinkedIn - https://www.linkedin.com/in/andrew-budiman/ [https://www.linkedin.com/in/andrew-budiman/] Follow Rosaline here: LinkedIn - https://www.linkedin.com/in/rosalineoh/ [https://www.linkedin.com/in/rosalineoh/] Want to watch it on YouTube instead? https://youtu.be/O9FPrshc8QA [https://youtu.be/O9FPrshc8QA] #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #travel #hospitality

Making Customers Smile More: How to Craft Unbeatable Customer Experiences Across Industries | Interview with Bhavin Mehta

Join us as Bhavin Mehta, Managing Director of Zenyum, South Asia, shares his transformative career journey across industries like PropTech, Home Decor, and now HealthTech, where one guiding principle reigns supreme: putting customers first. Bhavin reveals how this customer-centric philosophy has shaped his approach to leadership and innovation. Discover the secrets behind successfully scaling customer experience across diverse Asian markets, leveraging technology, AI, and an in-depth understanding of local nuances. Bhavin also discusses the challenges of standardisation, the critical role of empathy in customer interactions, and the exciting future of AI in delivering hyper-personalised experiences. This episode is brimming with actionable insights for leaders eager to elevate their customer experience game. Find out how we can improve your CX: https://toku.co/?utm_source=youtube&utm_medium=organic [https://toku.co/?utm_source=youtube&utm_medium=organic] Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ [https://www.linkedin.com/company/toku-global/]   Follow Bhavin here: * LinkedIn - https://www.linkedin.com/in/bhavin-mehta-09/ [https://www.linkedin.com/in/bhavin-mehta-09/] Follow Jonathan here: * LinkedIn - https://www.linkedin.com/in/jonathanmondon/ [https://www.linkedin.com/in/jonathanmondon/] Want to watch it on YouTube instead? https://youtu.be/_BNiNEZmFH0?si=WHeJXteSONj-EnKs [https://youtu.be/_BNiNEZmFH0?si=WHeJXteSONj-EnKs] #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #APAC #Asia #proptech #healthtech #AI