01 / HSBC / Short conversation
Decisioning, omnichannel CX and what comes next
Featuring Monika, Head of Decisioning and Omnichannel CIB at HSBC. A conversation about how customer experiences are evolving.
Watch on YouTube ↗
Meet your host / CX Insider
I'm Daniel Gibbon. For four years, I've helped build CX Insider from behind the camera. Now I'm asking the questions in front of it.
The person asking the questions
I'm the manager and host of CX Insider. I'm new to hosting, but not to the show. I've spent the last four years working in the background to bring great guests, ideas and content to CXI — so stepping in front of the microphone feels like the next chapter of something I've been building for a long time.
Outside CXI, I'm Head of EMEA Marketing at ACF Technologies, where I'm involved in taking cutting-edge AI and customer experience ideas into the market. I also work on sales and marketing automation at a global level, alongside freelance projects helping businesses turn complicated workflows into smarter operations.
My favourite interviews go beyond job titles. I want honest conversations about careers, decisions, technology, the human side of CX and what might happen next.
On the mic
From decisioning and omnichannel CX to life experience, these are the kinds of discussions I want CX Insider to be known for.
Featuring Monika, Head of Decisioning and Omnichannel CIB at HSBC. A conversation about how customer experiences are evolving.
Watch on YouTube ↗My conversation with Curaleaf about medicinal cannabis legalisation in the UK also gave me a chance to speak personally. I was born with spina bifida, and my experience as a patient shapes how I think about access, empathy and meaningful customer experience.
Watch the conversation on YouTube ↗Things I want to dig into
Choose a topic to see what gets me talking.
What has shaped you? What changed your mind? What did you learn the hard way? Real experience is what makes a conversation worth listening to.
Let's have a better conversation
I'll keep asking the questions that lead somewhere interesting. If you want to hear the next conversation — or explore a campaign with CX Insider — I'd love to have you along.