Infinity Insights & Impact Podcast

Hosted by Infinity

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Episodes

Latest episode

Oct 2024

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EN-GB

About the show

This snackable series lifts the lid on consumers' dialling habits. Brought to you by the award-winning Insights & Intelligence team at Infinity, each episode is packed with tips and tricks to help you deepen your understanding of customers, supercharge your campaigns, and deliver the A-grade experiences customers expect when they get in touch. You can learn more about their work here: www.infinity.co

Listen to episodes

25 recent

October 31, 2024Episode 633 min

S2 Ep.6 Get ready for Black Friday: Tips to optimise paid media campaigns

Keen to make this Black Friday a super success? As one of the biggest shopping events of the year approaches, we sat down with Matt, our Head of Growth Marketing, and Freddie, Senior Account Manager at Passion Digital to chat all things paid performance. They offer up actionable tips and tricks to make sure you get your ads in front of as many Black Friday bargain hunters as possible, all while keeping a handle on budgets. So, if you’re in the process of gearing up your campaigns for the busy season, be sure to tune in to find out how you can make every penny count and fill your pipeline this Black Friday.

July 23, 2024Episode 519 min

S2 Ep.5 How to bolster bookings in travel with AI

This Insights & Impact travel special is all about how leaders in the industry can bolster bookings with AI. Are you a marketer keen to make campaigns fly high with the help of generative AI? A sales leader looking to provide agents with the intel they need to nail service levels and upsell opps? Or are you a contact centre leader looking to streamline your operations? Wel,l you’re in the right place! As well as talking through some of the key AI use cases in the travel section, we also lift the lid on what the Infinity Hub data is telling us, and it looks like blue skies are definitely on the horizon! Call volumes are on the rise and more calls means more opportunities to convert. So, if you’re looking to bolster your bookings and turn more conversations into reservations, grab your headphones and tune in!

June 6, 2024Episode 420 min

S2 Ep.4 The impact of Consumer Duty on compliance leaders

In this must-listen Insights & Impact podcast episode, we dig into the impact of Consumer Duty on compliance leaders. With the one-year anniversary of the last Consumer Duty deadline approaching, and another deadline looming, we dive into the specific challenges facing compliance leaders and offer up some practical guidance on how to overcome them. This episode features our Insights & Intelligence Team Lead and compliance guru, Kelly Seddon along with our host and Head of Growth, Matt McGillicuddy.Tune in to get the full scoop and equip your compliance teams with the tools to navigate Consumer Duty successfully. Don’t miss out on these actionable tips and expert advice!

April 23, 2024Episode 324 min

S2 Ep.3 The impact of Consumer Duty on FSI marketers

Consumer Duty has given FSI marketers a serious challenge by making clear messaging and top-notch CX no longer a “nice to have” but a regulatory requirement. In this Insights & Impact podcast episode, we unpack the real impact of Consumer Duty on FSI marketers, and offer up top tips and best practices to help marketers stay ahead of the regulatory curve! The special guests we’ll be hearing from include: Alex Murphy, financial services Marketing Advisor and Co-Founder of Balance Alex Shrimpton, Head of FSI Sales at Infinity Sarah Wakefield, Senior Analyst at Infinity Matt McGillicuddy, Head of Growth Marketing at Infinity So, if you want to understand how to gain a deeper understanding of your customers to fine-tune messaging, nail compliance, and deliver the most positive outcomes as possible, grab yourself a brew and tune in!

March 12, 2024Episode 228 min

S2 Ep.2 Acing automotive marketing in 2024

In this episode of our Insights & Impact podcast, we’re joined by a very special set of guests – all experts in automotive marketing. We dive into the key trends and challenges we’re seeing in the automotive industry and what that means for marketers. The special guests we’ll be hearing from include: Alex Howland – Digital Marketing Director, Motorpoint Ian Godbold – Marketing & Digital Transformation Consultant, IGC DigitalSarah Wakefield – Senior Analyst, InfinityMatt McGillicuddy – Head of Growth Marketing, InfinityWe start with a snapshot of what the Infinity Hub call data is telling us and what this means for marketers. Alex and Ian then go on to share insights into the changes we’re seeing in the car-buying journey. From new and emerging channels, the rise of EVs, and gaining a deep understanding of customer needs – we cover it all. So, if you’re looking to ace your automotive marketing in 2024 and beyond, grab your earphones and tune in!

February 13, 2024Episode 118 min

S2 Ep.1 Why marketers should be using Conversation Analytics in 2024

Welcome to the latest season of our Insights & Impact podcast! We’re kicking off this new season by talking about why marketers should be using Conversation Analytics in 2024 – and beyond! Hosted by our Head of Growth Marketing, Matt McGillicuddy, and Senior Analyst from our Insights & Intelligence team, Sarah Wakefield. Expect to hear all about the types of insights you can extract from customer conversations, and how to use them to make smarter marketing decisions and campaigns that get more prospects in your pipeline!

February 7, 2024Episode 913 min

S1 Ep.9 How to nail compliance monitoring

Any business that operates in a sector governed by strict regulations – we’re talking GDPR, CCR, or Consumer Duty – knows how important it is to nail compliance monitoring. If you’re not keeping on top of compliance, it’ll have a big impact on business. Best case scenario, there’ll be damage to reputation to deal with. Worst-case scenario, it could be a hefty fine that disrupts cash flow – or worse.All in all, compliance and QA teams have a massive task at hand to make sure each and every agent sticks to scripts and keeps compliance front of mind at all times. In this Insight & Impact episode, that’s exactly what we’re talking about; how can team leaders in this space keep on top of what happens on every call?Aside from having rigorous processes in place, there are tools that will make this job a lot easier. Tune in to find out how you can gain full visibility over every conversation that takes place so you can protect your customers and keep yourself out of hot water!

February 7, 2024Episode 88 min

S1 Ep.8 How to drive conversions with agent coaching

In this Insight & Impact episode, we’re joined by our Business Intelligence and Speech Analyst, Jenn Gaskell, who tells us all about how to drive conversions with agent coaching. Every sales leader knows how important effective agent coaching is, but they’re often faced with the challenge of getting their hands on the intel they need to spot specific training needs for their agents. Tune in as Jenn explains how it's done.

February 7, 2024Episode 711 min

S1 Ep.7 The key to effective agent training

Any sales and service team will be keen to implement effective agent training programmes that create top-performing agents. When a customer picks up the phone, you want to make sure the experience they get matches their expectations. You also want to make sure these calls have the outcomes you’re looking to generate.In this Insight & Impact episode our Head of Insights, Chris Browne, talks about how Conversation Analytics helps you create effective agent training programmes. Listen in and find out how to get clear insights into individual agent performance.

February 7, 2024Episode 65 min

S1 Ep.6 Acing First Call Resolution (FCR)

Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics. In this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres. Acing First Call Resolution (FCR) is key for any contact centre leader keen to provide the best possible customer experiences. And the better the FCR rate, the more efficient the contact centre will be, which means being in the CFO's good books, which is always a win!