Best Bupa Podcasts (2024)

1
There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa 26:07

25d ago26:07

26:07

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and s…

1
Episode #20- With Bupa's Mark Derksen: The Power Storytelling In Demonstrating Global Mobility Impact 34:40

29d ago34:40

34:40

How can stories demonstrate the impact of Mobility to the wider business? Where should Mobility operate sit between Talent and Reward? How should you think about cost in talent-led Mobility? What are the differences between leading small and large Mobility programs? In Episode 20, Paul is joined by Bupa's Global Director of Talent & Mobility, Mark …

1
Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai 55:24

5h ago55:24

55:24

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about two reports that they recently published ( the Agent Experience (AX) Benchmark Report 2024 and the Customer Experience (CX) Benchmark Report 2024), why a bot must emulate a company’s b…

1
Episode #23- With John Swire & Sons' Bushra Siddiqui: The Evolving Mobility Landscape Of APAC 37:53

7d ago37:53

37:53

Why is Mobility in APAC so different to other regions? How can Mobility teams prepare for launching operations in APAC? What are the upcoming trends, markets and industries in the APAC region? What does an in-house GM team in APAC look like? In Episode 23, Paul is joined by John Swire & Sons' Global Mobility Manager, Bushra Siddiqui. Bushra joined …

1
The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane 41:04

8d ago41:04

41:04

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind to accelerate brand and business growth. Leslie joins me today to talk about her new book, THE POWER OF INSTINCT: The New Rules of Persuasion in Business and Life, why she thinks we have entered…

1
Episode #22- With Equinix's Ezeibe Agomo: How To Integrate Global Mobility Into Your Company's Talent Strategy 34:09

15d ago34:09

34:09

How do you integrate Mobility with other talent functions? How do you build the business case for internal mobility "products"? How do you build the Mobility brand internally? In Episode 22, Paul is joined by Equinix's Head of Global Mobility & Immigration, Ezeibe Agomo. He is a seasoned mobility professional with almost 20 years of experience. His…

1
S6 Episode 8: Harnessing AI and Technology for Nonprofit Innovation with Jacek Siadkowski from Tech to the Rescue 36:59

16d ago36:59

36:59

In this episode, we delve into the transformative power of AI and technology in the nonprofit sector with Jacek Siadkowsk, co-founder and CEO of Tech to the Rescue. Our discussion explores how tech innovations are revolutionizing nonprofit operations, from enhancing efficiency and service delivery to driving social good through scalable solutions. …

1
The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot 49:08

19d ago49:08

49:08

Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer isn’t always right, how siloed systems inhibit the delivery of tailored experiences, and what brands should be doing more of to drive customer-led growth. This interview follows on from…

1
Episode #21- With Oxa's Soren Sturup-Toft: Finding the Right Vendor Fit for Your Global Mobility Program 32:29

21d ago32:29

32:29

What are the essential questions to ask when selecting the vendors for your relocation program? What is the most important thing to look for in your primary relocation partner? What will vendor management look like in the future? How do industry and company size differences impact the global mobility experience? In Episode 21, Paul is joined by Oxa…

1
S6 Episode 7: Integrating AI into Small Business and Tech Leadership with Carla Rodríguez from Intel 36:00

23d ago36:00

36:00

How can insights from managing a winery help shape the future of AI technology at Intel? Carla Rodríguez bridges both worlds. When I asked Robert Hallock at Intel who I should invite next onto the podcast – his response was instant - Carla Rodríguez, who runs Intel’s client software ecosystem. “Razor sharp … just so smart, so capable” was his descr…

1
Episode #19- With Manmeet Desai: Creativity and Empathy - The Mindset For Overcoming Immigration Challenges 40:32

1M ago40:32

40:32

What alternative options are there to the US H1B Visa? What is the best mindset for approaching challenging immigration processes? Where is in-house expertise essential and where can you rely on partner knowledge? How can a stoplight approach speed up collaboration with vendors? In Episode 19, Paul is joined by Global Mobility & Immigration Leader,…

1
The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow 45:06

1M ago45:06

45:06

Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming ou…

1
We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega 27:24

1M ago27:24

27:24

Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The Netherlands. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what’s coming next in the ent…

1
Episode #18- With Delivery Hero's Yuki Watanabe: In-House, Co-Sourced or Outsourced- Adapting Your Mobility Approach 34:20

2M ago34:20

34:20

How do you build the GM brand internally as a strategic function vs a relocation function? What is a co-sourced relocation model? What does it mean to be a true global mobility partner instead of a vendor? How does global mobility in the EU differ from GM in the US? What is the most exciting thing about the GM industry right now? In Episode 18, Pau…

1
Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish 30:41

2M ago30:41

30:41

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President of CX Transformation at Dish. I met both of them when I attended Qualtrics’ X4 Summit in Salt Lake City last month and talked to them about their Qualtrics journey, what they…

1
Episode #17- With PagerDuty's Krista Caldwell : Mindfulness & Intentionality In Your Global Mobility Career 33:01

2M ago33:01

33:01

How can you incorporate mindfulness in Mobility? In a fast-paced GM role, how do you maintain work-life balance and personal wellbeing? How can you build your personal brand in Mobility as an introvert? What are the differences between working in mobility at a tech company versus a traditional mobility environment? In Episode 17, Paul is joined b…

1
S6 Episode 6: Exploring the Intersection of Emerging Technologies and Critical Thinking with Arvind Ravishunkar from Wipro 44:55

2M ago44:55

44:55

How can emerging technologies and critical thinking shape the future of business? Join us on Digitally Curious as we sit down with Arvind Ravishunkar, General Manager of Think Tank and Tech Strategy at Wipro. Arvind offers an inside look at the groundbreaking projects at Wipro's innovation lab, Lab45, and discusses how the lab is pioneering new bus…

1
How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever 40:25

2M ago40:25

40:25

Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at Adobe’s Global Summit in Las Vegas back in late March. We talked about how they got 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform that Prashaant and his…

1
Episode #16 - With Lucid Motors Larry Brouder: The Year Of Legislation Changes- Preparing Mobility For 2024 35:19

2M ago35:19

35:19

Where are legislative changes influencing company Mobility policies right now? How do you help the business adapt to fast-moving immigration changes on route in 2024? What do you look for when hiring candidates for the new world of Mobility? What will be the impact of AI on Mobility? In Episode 16, Paul is joined by Lucid Motor's Senior Immigration…

1
Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft 44:43

2M ago44:43

44:43

Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact it is having on the agent experience and also customer/business outcomes, their experience trialling it extensively with their own customer service engineers, how their early adopter clients …

1
Episode #15 - With Cheryl Craig, Global Mobility Leader - Leading Mobility Through Rapid Change: Acquisitions and Remote Work Transformation 36:11

2M ago36:11

36:11

What is it like to lead a GM team through an acquisition? How do you effectively launch and implement a remote work policy? How do you land your own international assignments as an in-house role? In Episode 15, Paul is joined by Global Mobility & Immigration Leader, Cheryl Craig. Cheryl brings 20 years of industry expertise across Expat Tax, Consul…

1
Episode #14 - With Jack Jampel, Stryker's Senior Global Mobility Manager- Navigating the New Era of Global Mobility 35:33

3M ago35:33

35:33

How does the relocation industry remain relevant in the face of post-pandemic decline? How can entry-level professionals leverage their GM role for future career growth? How do you educate procurement to pick the best providers? What are the opportunities for relocation companies to have more impact over the next five years? In Episode 14, Paul is …

1
Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB 21:04

3M ago21:04

21:04

Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las Vegas after she spoke on the Main Stage. Emma and I talk about the importance of your personal brand in marketing and CX leadership, the pink elephant in the room, what personalisation means for …

1
Episode #13 - With Michael Piker, Rewards & Mobility Leader - Optimising Mobility From Cost-Centric to Talent-Led Structures 39:44

3M ago39:44

39:44

How does a Talent Mobility structure differ to Global Mobility? How does a framework offer more clarity than a rigid policy? How can GM leaders transition into wider Reward or Talent roles? How will AI impact the way RMCs work? In Episode 13, Paul is joined by Total Rewards & Mobility Leader, Michael Piker. Mike brings a wealth of experience and ex…

1
Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart 42:07

3M ago42:07

42:07

Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the retail space, why and how they are reaching into the physical retail domain, what they are up to, the benefits for both the customer and business and a look into the future of retail. This interview follo…

1
Episode #12 - With Qualcomm’s Ray Kirby - Maximising The Impact Of Mobility RFPs 32:49

3M ago32:49

32:49

How do you make RFPs fit for purpose and as impactful as possible? How do you maximise the ROI of policy changes? What strategies can maximise relocator experience? How can Mobility maintain its influence post-pandemic? What sort of data can be used to reflect the value of Global Mobility? In the latest episode, Paul is joined by Ray Kirby. Ray cur…

1
S6 Episode 5: The next frontier for AI – introducing the AI PC – powered by Intel 56:12

3M ago56:12

56:12

This episode is sponsored by Intel. There are some exciting new developments in AI, and we're at the beginning of a truly transformative era, thanks largely to innovations led by companies such as Intel. Intel's recent advancements in AI technology, particularly Intel vPro PCs powered by Intel Core Ultra processors, are setting a new benchmark for …

1
If you aren't fixing the bigger picture, then you are just putting a band-aid on the problem - Interview with Zig Serafin of Qualtrics 22:04

3M ago22:04

22:04

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt Lake City. We talked about Qualtrics’ vision, the highlights from the event, the XM Operating system, Qualtrics AI and the hundred different AI models that they have built, how they are e…

1
The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega 38:45

4M ago38:45

38:45

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the upcoming PegaWorld iNspire 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he’s most looking forward to at the …

1
Episode #11 - With Bolt's Liis Valdsalu : What It Takes To Build A Thriving In-House Mobility Program 32:47

4M ago32:47

32:47

How do you make in-house GM work across 40 countries? How do you find the right people to make a great in-house team? How do you attract great talent to less common destinations? How do you liaise with local governments on immigration policies? In Episode 11, Paul is joined by Bolt's Head of Global Mobility, Liis Valdsalu. Liis is a global mobility…

1
Episode #10 - With Uber's Eddie D. Coronado: Bridging The Gap Between Global Mobility and Talent Mobility 27:54

4M ago27:54

27:54

What is the difference between Talent Mobility and Global Mobility? How do you measure and improve the ROI of Talent Mobility? What Mobility strategies can help employee retention? What defines business vs employee-driven relocations for you? What type of support do you provide to Internal Talent Mobilities? In Episode 10, Paul is joined by Uber's …

1
Episode 500: Some reflections on the last 13 years 44:57

4M ago44:57

44:57

In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Woop! Now, I thought long and hard about how to commemorate the occasion and how I might be able to use an interview format to do so. I did toy with the idea of having someone interview me but then didn’t ge…

1
Episode #9 - With ERM's Viv Mott: Innovation & Network- Tackling 38 Years Of GM Challenges 38:49

4M ago38:49

38:49

How has GM changed and not changed in 38 years? How do you build a top-class network in GM? What strategies can you use to support your team when approaching difficult conversations? How has the approach to cross-border remote work requests evolved over the past 3 years? What are some tips for building successful vendor relationships? In Episode 9,…

1
Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins 1:09:41

4M ago1:09:41

1:09:41

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how to take life seriously without believing your own propaganda. Gareth joins me today to talk about what makes a good story, whether good/effective storytelling be learnt, how people can start a jour…

1
Episode #8 - With RBC's Vijay Madani - How To Invest In Your Team As A Mobility Leader 33:24

4M ago33:24

33:24

How to set your mobility team up for success and career progression? How will the team structure of GM teams evolve in the next 5 years? How do you empower your team to manage exceptions in Mobility? How to engage your team in the policy review process in a fast-paced organization? In Episode 8, Paul is joined by RBC's Senior Manager of HR Optimiza…

1
Episode #7 - With Unity's Karen Hale - How To Align Mobility With Your Company Culture 35:16

5M ago35:16

35:16

What is the difference between employee advocacy & employee experience? How do you drive the influence of GM in challenging internal situations? How do you decide on the level of flexibility in your program? Should the business or the manager dictate relocation benefits? In Episode 7, Paul is joined by Unity's Global Mobility Senior Manager, Karen …

1
You don't get promoted for teaching people how to wash their hands - Interview with James Lawther 55:16

4M ago55:16

55:16

Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me today to talk about his new book, why so many organisations are mediocre, what we should be thinking about when it comes to measuring performance, a story about a Unilever soap factory, …

1
Episode #6 - With Baker Hughes' Arjun Jonnalagadda - How Tech will Transform Global Mobility in the Next 5 Years 34:37

5M ago34:37

34:37

What is the role of tech in driving both agility & compliance? What is the future of integrations and how will they improve GM? How do you encourage out-of-the-box GM thinking in large organisations? What is the role of GM as tech grows? In Episode 6, Paul is joined by Baker Hughes' Global Mobility Director, Arjun Jonnalagadda. Arjun has been in th…

1
Episode #5 - How To Succeed In International People Management- With PerchPeek’s Penny Luksic 31:47

5M ago31:47

31:47

How do you transform HR from an internal service to a strategic force? How do you build internal business cases for People initiatives? What are the key strategies for achieving efficiency in People and Mobility? What role does vendor consolidation play in a People function? How do you get Internal Communications right as a People Leader? What is t…

1
What happens when you give data back to people? - Interview with Jamie Smith of Customer Futures 56:53

5M ago56:53

56:53

Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive and customer-empowering digital propositions, and author of the weekly Customer Futures Newsletter. Jamie joins me today to talk about CustomerTech tools, EmpowermentTech, the emergin…

1
Episode #4 - Red Hat’s Frank Belmonte - Adapting Mobility Strategy Across APAC & EMEA 31:13

5M ago31:13

31:13

How does Mobility differ between APAC and EMEA? How do you navigate the nuances of the APAC market? How do you learn Cost Of Living and tax strategy as a GM professional? What is GM's role in business travel in 2024? What skills & experience will be essential in GM in 15 years? In Episode 4, Paul is joined by Red Hat's GM Program Manager, Frank Bel…

1
A look inside a punk-inspired contact center - Interview with David Powers 1:00:39

5M ago1:00:39

1:00:39

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David joins me today to talk about the need for taking a more punk approach to customer experience and the contact center, what that means in practical terms, some of the big changes he’s seen in the contac…

1
Episode #3 - Slaughter & May's David McAlister - Rethinking Global Mobility for the Future of Work 38:41

5M ago38:41

38:41

How does vendor experience fit into an in-house GM role? How does expat experience help craft GM policies? What is the future of GM? What are the best type of assignments to attract talent? In Episode 3, Paul is joined by Slaughter & May's GM Lead, David McAlister. David , a 'Global Mobility Lifer', has transcended the conventional in-house Global …

1
The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX 50:37

6M ago50:37

50:37

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model and why we should be linking experience to business outcomes, some key indicators of a successful customer-centric transformation, why your company might need an experience operatin…

1
S6 Episode 4: The opportunity for Enterprise AI with Darshan Chandarana and Julia Howes from PWC 45:30

6M ago45:30

45:30

This podcast episode features an interview with Darshan Chandarana and Julia Howes from PwC about opportunities in enterprise AI. They discussed AI adoption across industries, with financial services and retail leading the way, and Darshan emphasised the importance of responsible AI and understanding societal impacts. Julia discussed the challenges…

1
Episode #2 - Twilio's Tanya Mariottini on Driving Change, Tech and Sustainability in GM 37:43

6M ago37:43

37:43

How can I drive positive changes in GM? How do I push for more sustainability in GM strategies? How do GM programs work differently across new companies? What tech are GM leaders using to simplify workload? Tanya Mariottini is Director, Global Mobility at Twilio. She has ~20 years of Global Talent Mobility experience working in diverse industries a…

1
Leadership lessons from the winner of the 2023 CX Leader of the Year - Interview with Roxie Strohmenger of UKG 52:13

6M ago52:13

52:13

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO - VP, CX Strategy at UKG (Ultimate Kronos Group). This interview is slightly different this week as I conduct it with Clare Muscutt, Founder and CEO of Women in CX but follows the same format to the one last year where we interviewe…

1
Episode #1 - Michali Henig, LinkedIn Top Voice & GM Leader on A Career Of Building Mobility Programs 34:06

6M ago34:06

34:06

How do you ensure success when launching a new Global Mobility Program? How do you make sure your relocators have a great experience? Where is the future of Global Mobility headed? How do I build a successful GM career? How do I boost my personal brand on Linkedin? In a fabulous first episode- Paul is joined by the amazing Michali Henig. Michali is…

1
S6 Episode 3: Living in the moment - the opportunity for 5G Standalone with Nicki Lyons from Vodafone UK 19:30

6M ago19:30

19:30

In this episode, we look at a report I wrote in partnership with Vodafone UK to examine how 5G Standalone (5G SA) could transform UK over the next 5-7 years. To talk more about the findings, I spoke with Nicki Lyons, Vodafone UK's Chief Corporate Affairs & Sustainability Officer. Some of the predictions in the report include: We’ll see the end of V…

1
The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia 47:36

6M ago47:36

47:36

Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX success, his view on the impact Generative AI is having on the world of experience and where he thinks it is heading, personalization and the big challenges that organizations need to tackle in order to fully r…

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