The CX Algorithm Podcast

Customer experience is being rewritten by data and AI. The CX Algorithm Podcast decodes how.

Dr Eslam Afifi, a customer experience, data and insights leader with a PhD in AI-driven CX strategy and 15+ years in financial services, government and travel, sits down with the leaders building experiences customers trust and come back to, from Mastercard, Openbank by Santander, Samsung, COX Architecture, Energy Exemplar and IE Business School.

What we unpack:
• CX strategy and customer-centricity beyond the slogan
• AI in customer experience: augmentation, AI agents, agentic commerce
• Customer journeys and service design
• Trust, loyalty and the psychology of decisions
• Leadership and CX transformation

For CX, product, digital and data leaders designing for an AI-shaped world. Real case studies, practical frameworks, no hype.

Notes, transcripts and chapters: https://www.thecxalgorithm.com
Speaking and guest pitches: https://www.thecxalgorithm.com/contact