Humble
beginnings.
From a few colleagues recording in an ACF Technologies office to conversations with customer experience leaders across the world. This is how CX Insider got here—and where we’re going next.
original
crew ✳
Better CX starts with better questions.
Founded in 2019, CX Insider captures conversations with industry experts, primarily across the banking, retail, automotive and technology sectors.
Our aim has always been to create an online community of creative thinkers—people who can learn from the best and become better at their own customer experience strategies. We give leading professionals room to share their knowledge, insights, formulas and predictions, helping audiences understand the world of CX more deeply.
We take a more fun, less corporate approach to business. Over the years, our conversations have explored consumer psychology, sustainability, employee experience, the metaverse and much more, with guests from brands including Volvo, Selfridges, Santander, Hotel Chocolat and Toyota.
We've come a long way.
The history matters. So do the people, the experiments, the unexpected pivots—and the original photos that capture it all.
A few colleagues. One office. Lots to say.
CX Insider began with colleagues chatting about customer experience at ACF Technologies. No elaborate studio production—just people who thought CX deserved a proper conversation.
And yes, there was a dog in the room.
Lockdown changed the format.
As the first COVID-19 lockdowns arrived, the podcast adapted to remote recording. That opened doors to guests from different industries and locations. Valentina joined the team and went on to become CX Insider's longest-running host.
From audio to the London studio.
After dozens of audio episodes, we recorded our first video episode in the London studio with Monzo's Head of Writing and CX, Harry Ashbridge. Video brought a new level of production and made it possible to create more useful content from each conversation for YouTube and beyond.
The next generation takes the mic.
In 2023, we launched our internship programme, giving students the chance to develop real production and presenting skills. Marcel became our first intern host, bringing a fresh perspective and new energy to CX Insider.
Episode 100. A milestone worth celebrating.
Following the success of our first internship, we welcomed Octavian, who helped propel the podcast further into the spotlight. In 2024, he introduced our landmark 100th episode—a celebration of the best moments and conversations so far.
A placement student’s bible.
Our internship programme kept growing. In this episode, our third intern, Elysia, sat down with our fourth intern for an intimate conversation about her placement year—what she learned, what challenged her and what she would tell the next generation.
The original photo album.
Actual moments from CX Insider's early years. No AI recreations, no replacement faces—just the people and places from the journey.
A new voice.
Same big ambition.
Every story moves forward. CX Insider’s next chapter is led by Daniel Gibbon, our manager and now podcast host. After four years working behind the scenes, bringing in guests, shaping content and training and managing all four CX Insider interns from the ground up, Daniel is stepping in front of the microphone.
As Head of EMEA Marketing at ACF Technologies, Daniel brings more than a decade in marketing, hands-on work with AI and automation, and a genuine enthusiasm for thoughtful, challenging discussions.
The next stage builds on the creativity of our internship years with an experienced hand at the helm—bringing greater consistency, stronger production and a clear direction for sustainable growth. Expect genuine human experiences, thoughtful career stories, deeper technology conversations and honest predictions about where customer experience is heading.
We aren't forgetting where we started. We're building on it.
Let's make the next conversation count.
Follow the stories, discover the people shaping CX and explore opportunities to partner with a podcast that refuses to sound like another corporate webinar.