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Customer experience (CX) is evolving faster than ever—are you keeping up? Breaking the Blueprint is the podcast that challenges conventional thinking and explores what it really takes to deliver exceptional CX in today’s world. Hosted by Vinay Parmar & Iqbal Javaid, two industry veterans with decades of experience in CX strategy, technology, and leadership, this podcast brings you insightful conversations, expert perspectives, and real-world strategies to bridge the gap between technology, p ...
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Customers remember the break up, not the journey
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Are you taking your members for granted without even realising it? In this revealing episode of Breaking the Blueprint, Vinay Parmar and Iqbal Javaid sit down with Mel Sallis, Co-Founder of Agentic Consulting and a seasoned expert with over 30 years of experience in membership and subscription sectors. Together, they peel back the layers of members…
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What if your customer experience (CX) metrics were telling you the wrong story—and you didn’t even know it? In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid are joined by James Adamczuk, CX Evangelist for Zoom, to challenge the metrics that dominate boardroom dashboards. From his background in finance and digital trans…
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How Can Cybersecurity Improve Customer Experience?
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What if cybersecurity could actually improve your customer experience, instead of getting in the way? In this episode of Breaking the Blueprint, Vinay and Iqbal bring in special guest, Anish Chauhan to dive deep into the often misunderstood relationship between security and customer satisfaction. With data breaches on the rise and customer trust ha…
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How Physical Space Shapes What Your Customers Think
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customer experience, data insights, and retail innovation. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid sit down with Matt Garner, co-founder of Ethos Farm and a CX expert who's transformed airports, airlines, and major retail spaces across the globe. Matt takes us behind the scenes of airport design and operations…
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AI is no longer just a tool—it’s changing everything. From customer service to real-time business decisions, AI is disrupting industries in ways most people don’t even realise. But is it a force for good, or could it be leading us into dangerous territory? In this episode of Breaking the Blueprint, Vinay Parmar and Iqbal Javaid break down the AI re…
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Customer experience is changing fast, and businesses that don’t keep up are at risk of losing customers overnight. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid uncover the biggest challenges businesses face today in delivering seamless CX, and why most organisations are still stuck in outdated strategies. AI is res…
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Customer expectations are constantly evolving. Businesses need to adapt more than ever before or get left behind. Welcome to Breaking the Blueprint, where we dissect the strategies, technologies, and mindsets, shaping the future of how organizations win and retain customers. Join us as we uncover what truly drives customers to choose you, use you, …
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