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As we look toward the next decade of business, how will the intersection of technology and human connection evolve? I sit down with Yinka Adeyinka to forecast the future of Customer Experience. We delve into why CX must be viewed as a valuable long-term engagement rather than a transactional necessity.

In this episode, we go beyond buzzwords to explore practical applications of CX in building resilient organisations. We highlight why leaders must develop strong listening skills and foster diverse perspectives to truly understand the future needs of their customers. Whether you are an experienced executive or an emerging leader, this conversation challenges you to look past today's stability and prepare for tomorrow's disruption.

00:00 - Intro: Leading at the Edge of Change

03:00 - Yinka’s Journey: From Accounting to CX

09:30 - Qualities of CX Leaders

15:29 - CX vs. Customer Service: Knowing the Difference

18:45 - "Innovate or Die": Why Stability is Temporary

24:38 - Complementing Stability and Innovation

28:52 - Three Kinds of People in Organisations

39:47 - Identifying and Harnessing Emerging Technologies

Future Shift: Leadership at the Edge of Change