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The CX Equation

The CX Equation

Von: Tap CXM
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 The CX Equation podcast from Tap CXM discusses what it really takes to deliver great customer experience in complex organisations. Hosted by industry leaders Chantelle Casey and Mark Clydesdale, each episode is a practical and refreshingly honest conversation with leaders doing the work. Deep-diving into the strategies and technologies transforming CX across all business sectors, from CRM rollouts to loyalty redesigns to workflow overhauls - and everything in between. Whether you're a CX leader, marketer, or enterprise decision-maker, Tap CXM’s podcast offers practical advice to help you mastering customer experience (CX) in today’s ever-changing, competitive landscape. Management & Leadership Politik & Regierungen Ökonomie
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  • EP4: What 2025 Taught Us About AI, Composable Tech, and Marketing Control

    EP4: What 2025 Taught Us About AI, Composable Tech, and Marketing Control
    Jan 20 2026
    Marketing teams are heading into 2026 under pressure to prove value, simplify their MarTech stacks, and deliver more with fewer resources, all while AI noise gets louder every week. In this episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale are joined by James Gent and Neil Hughes of Tap CXM to unpack what really changed in 2025, what composable actually means in practice, and why the next wave isn’t more AI.
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    49 Min.
  • 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.
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