00:00 – Opening thoughts: Building with purpose
00:32 – Welcome to CX Insider with Abdul Eon, Head of Digital CX & Products at E.ON Next
00:49 – Abdul’s career journey: from engineer to CX leader
02:13 – How psychology shapes customer experience
03:26 – Introducing Compass: operationalising CX strategy
05:03 – Why relying on surveys alone can be dangerous
06:06 – Behavioural insight: the “fruit bowl” example 🍎
07:30 – Turning feedback into action through real-world testing
08:39 – From insight to delivery: closing the CX gap
09:55 – Why most CX initiatives fail — and how to fix it
11:18 – The four stages of CX maturity
12:39 – The Compass model: a strategic and operational approach
13:05 – The seven Compass principles explained
13:47 – Simplifying decision-making (Cognitive Ease)
14:20 – Creating seamless experiences (Orchestrated Journeys)
15:47 – Making energy memorable: E.ON’s “Free Energy Days” ⚡
17:17 – The power of perceived value — and the psychology behind waiting
18:42 – Activation, Social Influence, and Context in CX
20:18 – Why perception matters more than time
20:39 – Breaking silos: how tech and CX teams collaborate
21:58 – The “Acceleration Team”: turning insight into rapid delivery
23:34 – Leadership and hiring for attitude, not just skill
25:13 – Empowering teams through purpose and problem-solving
26:28 – The importance of clarity and direct communication
27:06 – Quickfire Questions 🔥
27:35 – Fun hypotheticals and light-hearted moments
28:04 – Travel and exploring simplicity in other cultures 🌍
29:38 – Finding your superpower and the role of self-belief
30:16 – Closing reflections: resilience, growth, and mindset
🔗 Listen or Watch:
📺 Watch full episode here https://youtu.be/9eeqOIeS5Nc
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