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XI Café Podcast

XI Café Podcast

By: InMoment
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About this listen

Welcome to XI Café Podcast—the Experience Improvement podcast brought to you by InMoment. InMoment is trailblazing the customer experience (CX) industry with Integrated CX—the practice of gathering data from customers, prospects, and non-buyers to create actionable insights that drive business outcomes. Join us as we dive into the brightest minds in the customer and employee experience industry to hear their stories, learn new ways of overcoming common CX challenges, and discover the latest industry trends.

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Episodes
  • Fast Food, Faster Feedback: McDonald's 96% Faster Feedback Loop Driving Loyalty and Experience

    Fast Food, Faster Feedback: McDonald's 96% Faster Feedback Loop Driving Loyalty and Experience
    May 26 2025

    In this episode, Michael Dominish shares how McDonald’s Australia rebuilt its feedback loop from the ground up, slashing resolution times by 96%. With metrics like “contacts per million” and smarter workflows, this episode shows how to turn feedback into fuel for growth, loyalty, and operational alignment.
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    14 mins
  • Designing Experiences That Stick: Aegon’s CX Journey with Claire Bristowe

    Designing Experiences That Stick: Aegon’s CX Journey with Claire Bristowe
    May 14 2025

    In this episode of the XI Café Podcast, we sit down with Claire Bristowe, Connecting with Customers Programme Manager at Aegon, to explore how Aegon is designing experiences that make a real difference to customers’ lives. From reshaping customer journeys to embedding a culture of empathy and insight-led decision making, Claire shares practical lessons from the frontline of CX transformation.
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    18 mins
  • Breaking Barriers in CX: Learn from AboitizPower

    Breaking Barriers in CX: Learn from AboitizPower
    Feb 3 2025

    How do you drive customer experience transformation in a sector where tradition runs deep? In this episode, Head of Customer Experience, Melody Lim tells listeners how in just two years, AboitizPower boosted digital adoption by 250%, built a data-driven CX strategy, and prepared for open-market competition. Transformation isn’t about waiting for the perfect moment—it’s about building one.

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    16 mins
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