Personalisation is a hot topic, but what does it mean, what are the benefits and what should organisations consider to master the art?

In this episode of CX Talks, hosts and customer experience experts Simon Blosse and Tom Carpenter delve into the world of personalisation, unravelling the fine line between customisation and cost-effectiveness. Discover their insights on achieving impactful tailored experiences and the pivotal role of experimentation.

Mastering personalisation: Tailoring customer experiences

In this episode of Game Changers, host and Principal Consultant Sophie Brazell-Ng is joined by Clarasys change expert Scott Docherty to delve into the impact of Generative AI on people.

Together, they unpack how Generative AI is reshaping work and creativity, exploring its practical applications, challenges, and the importance of prioritising people in the adoption journey. From fostering innovation and efficiency to overcoming fears around AI, this conversation offers valuable insights for organisations looking to harness Generative AI effectively.

Drawing from their experience at Clarasys and their hands-on work with AI solutions, the duo share actionable tips on experimenting with Generative AI, supporting teams, and navigating this rapidly evolving technology.

For more information and to read the transcript, visit our website: https://clarasys.com/insights/thinking/podcast/understanding-generative-ai-impact-on-people-and-work

The impact of Generative AI at work on people and creativity

In this episode of CX Talks, host Simon Blosse is joined by CX strategy experts Julien Kervella and Loic Le Fouest, to explore the evolving landscape of customer experience. Together, they discuss the transformative power of customer-centric strategies in navigating today's complex market dynamics.

From the growing impact of AI and personalisation to fostering trust and community in a world of self-directed consumers, Simon, Julien, and Loic dive deep into the trends reshaping CX. They also tackle the challenges organisations face in embedding CX at a strategic level, emphasising the importance of leadership buy-in, cross-functional collaboration, and sustainable, customer-first approaches.

Julien shares his insights on aligning CX strategy with organisational goals, while Loic reflects on the shift from reactive customer service to proactive customer success. This episode offers a roadmap for businesses looking to thrive in an era where every strategy is a CX strategy.

For more information and to read the transcript, visit our website: https://clarasys.com/insights/thinking/podcast/future-proofing-cx-trends-trust-and-strategy

Future-proofing CX: Trends, trust, and strategy

In this episode of Simply Sustainability, we dive deep into the evolving ESG (Environmental, Social, and Governance) regulatory landscape, where navigating compliance can feel like wading through an ‘alphabet soup’ of new regulations.

Host and Clarasys Sustainability Lead Matt Morton is joined by Managing Consultant Rob Gillingwater and Markus Pretzl, ESG/ESH Director at TIP Group, to explore how businesses are rising to the challenge – and opportunity – presented by major legislation like Corporate Sustainability Reporting Directive (CSRD) and Corporate Sustainability Due Diligence Directive (CSDDD).

Markus shares firsthand insights on how his team is preparing for compliance, breaking down the complexities of reporting, data governance, and financial modelling. They discuss how cross-functional collaboration is more crucial than ever, not just for meeting regulations but for unlocking business value along the way.

​Packed with practical tips and strategic advice, this episode is a must-listen for anyone looking to turn ESG regulatory challenges into opportunities for business growth.

For more information and to read the transcript, visit our website: https://clarasys.com/insights/thinking/podcast/navigating-the-esg-regulatory-landscape-for-business-growth

Navigating the ESG regulatory landscape for business growth

In this episode of Nevermind the Pain Points, James Prowting-Lord and Rick Stock, two experts in digital transformation and public sector consultancy, delve into the transformative potential of generative AI in the public sector.

From tackling risk aversion to addressing data maturity, they examine how this cutting-edge technology could redefine public service delivery while highlighting the importance of responsible adoption. 

For more information and to read the transcript, visit our website: https://clarasys.com/insights/thinking/podcast/genai-in-the-public-sector-risks-rewards-and-the-road-ahead

GenAI in the public sector: Risks, rewards and the road ahead

In this episode of Game Changers, host Sophie Brazell-Ng sits down with Flo Akingbade, UK Transformation Director and change management expert, to explore the intricacies of navigating organisational change.

What’s in store for you in this episode?

Discover Flo's people-first philosophy in change management, where she emphasises the "gift of holding hands" through uncertain times.
Learn how to tackle resistance to change, whether it’s from individuals, teams, or entire organisations.
Hear real-world examples of transformational projects, complete with actionable techniques to drive adoption, sustain change, and build trust along the way.
Gain practical advice on key skills like negotiation, leadership, and adaptability that every successful change manager should master.

Whether you’re a seasoned professional, just dipping your toes into change management, or curious about what it takes to guide others through transformation, this episode is packed with insights, stories, and practical tips to inspire and equip you.

So grab your headphones and get ready to learn how to navigate change, influence outcomes, and make an enduring impact on those around you.

For more information and to read the transcript, visit our website: clarasys.com/insights/thinking/podcast/navigating-change-insights-into-change-management-with-flo-akingbade

Navigating change: Insights into change management with Flo Akingbade

In this episode of Never Mind the Pain Points, Robbie Motamed is joined by Jason Sharpe, Advisor, Culture coach and Non-Executive Director at Rebel Energy. 

Jason brings over 35 years of experience in various industries, including food retail, financial services, and energy. He shares his journey from traditional to transformational work environments and discusses the innovative and progressive approaches adopted by Rebel Energy. 

Tune in to explore the concept of progressive organisations and how they differ from traditional models. Hear more about Rebel Energy’s journey and the importance of autonomy, agility, and purpose in creating a thriving work culture, and take away practical steps and challenges in transitioning to a progressive organisation.

For more information or to read the transcript, visit our website: https://clarasys.com/insights/thinking/podcast/inside-rebel-energys-progressive-approach-to-work


Inside Rebel Energy’s progressive approach to work

In this episode of Game Changers, Change expert Scott Docherty and AI specialist Krish Kiri from Clarasys are joined by Mick Duthie, Director of Operations and Louise Peers, Head of Contact Centre Services at Crimestoppers. 

Mick and Louise share their journey into integrating AI within Crimestoppers' operations, maintaining anonymity, and enhancing efficiency.

Tune in to learn about AI's applications in crime reporting, the conservative approach taken by Crimestoppers, and the future potential of AI in the justice sector. Gain insights on how new technologies can revolutionise operations and get practical advice on adopting AI while preserving core values.

For more information or to read the transcript, visit our website: https://clarasys.com/insights/thinking/podcast/unlocking-ai-the-crimestoppers-journey

Unlocking AI: The Crimestoppers journey

In this episode of our "Game Changers" podcast, host Sophie Brazell-Ng explores the power of creativity at work with two distinguished guests — Sarah Partridge, founder and director of The Change Academy, and Rob Cannon, a coach, consultant, and author of ‘Aha! A User’s Guide To Creativity’. 

This episode seeks to unravel the essence of creativity within the workplace and its profound impact on business resilience and innovation. The conversation begins with a deep exploration of the fundamental definitions of creativity, juxtaposed with innovation, highlighting how creativity sparks novel ideas while innovation transforms these ideas into reality. Sarah and Rob stress the increasing importance of fostering a creative workplace culture, especially in the volatile and uncertain modern business environment, citing the need for resilience and adaptability.

Listeners are also introduced to practical challenges and strategies for harnessing creativity at work. The guests emphasise the role of leaders in modelling creative behaviours, establishing psychological safety, and encouraging experimentation to cultivate a vibrant creative culture. Additionally, the dialogue touches on the contemporary relevance of creativity in the context of Generative AI, discussing its potential to both constrain and elevate human creativity.

This insightful episode concludes with key takeaways to inspire and empower listeners to embrace their innate creative capacities and implement practices that promote creativity and innovation in their professional lives.

Listen here or visit our website for the transcript: https://clarasys.com/insights/thinking/podcast/the-power-of-creativity-at-work

The power of creativity at work

In this episode of Game Changers, we dive into the intricacies of sustainable supply chain transformation and the crucial role of change management in this process. Hosted by Sophie Brazell-Ng, this insightful discussion features sustainability expert Matt Morton, who shares his knowledge on how businesses can adopt sustainable practices within their supply chains.

Matt defines key concepts such as sustainable supply chains and ESG (Environmental, Social, and Governance), providing a clear understanding of these important frameworks. They explore a practical example in the fashion industry, illustrating how a traditional supply chain can be reimagined to be more sustainable.

Throughout the episode, Sophie and Matt highlight the importance of aligning change management principles with sustainability goals to ensure effective implementation and stakeholder engagement. They address common challenges, including change fatigue, and offer strategies for leveraging stakeholder engagement to foster a collaborative approach towards sustainability.

Listeners will gain valuable insights into the future of sustainable supply chains, learning how businesses can not only comply with legislation but also drive meaningful change that benefits both the planet and their bottom line.

Listen here or visit our website for the transcript: https://clarasys.com/insights/thinking/podcast/sustainable-supply-chain-practices-and-change-management-integration

Sustainable supply chain practices and change management integration

In this episode of Nevermind The Pain Points, we dive into the complexities and challenges organisations face during post-merger and acquisition (M&A) transformations. 

Host and Clarasys Subscription and Customer Experience Practice Lead Tom Carpenter is joined by Rebecca Clark of Sojourn Solutions, a marketing operations consultancy, and Moray Busch, who heads the M&A practice at Clarasys, to explore how to successfully navigate integration. 

The discussion focuses on the need for early preparation, including setting a clear vision and involving on-the-ground teams from the start, as well as the importance of establishing clear decision-making authority and governance to operationalise the program. They outline the critical roles for an effective integration team, including C-suite sponsorship, SMEs, and a product ownership function to manage technology and business tension. Ultimately, they argue that M&A is an opportunity for transformative change, advocating for using Customer Experience (CX) to resolve internal conflicts and urging companies to adopt a 'greenfield' architectural mindset over simply performing a transactional 'find-and-replace' integration. 

Packed with practical advice on people, process, and technology, this episode is a must-listen for anyone involved in an M&A transformation program. 

Listen here or visit our website for the transcript: https://clarasys.com/insights/thinking/podcast/navigating-post-merger-integration-challenges-and-opportunities

Post-merger integration: Navigating challenges and opportunities | Clarasys x Sojourn

Never Mind the Pain Points, hosted by Clarasys, is a podcast dedicated to all the current challenges businesses are facing. Each episode is hosted by a Clarasys employee, that has deep expertise in the subject matter of each episode. The hosts are joined by a variety of fantastic, interesting and knowledgable guests from the world of business and together they discuss pain points that organisations face and what you can do to overcome them! 

Whether you are a part of an organisation that face these problems and are looking for ways to overcome them or you just have a strong interest in knowing more about the topics covered, then this is the podcast for you!

Mastering personalisation: Tailoring customer experiences

Never Mind the Pain Points

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