Former Bupa & NatWest CMO on CX-Driven Growth | Jeremy Laight on NPS & Customer Advocacy

We’re joined by Jeremy Laight, former CMO at Enness Global. A marketing leader with over 20 years in lead roles at Bupa, Crown Worldwide, NatWest, LendInvest and Travelex, he has driven marketing transformations, brand positioning, and customer experience (CX) strategies. Listen now as we explore how CX, NPS and advocacy drive sustainable growth, why marketing should be at the heart of customer experience, and how to balance brand-building with commercial impact.   / cmolondon   ‪@EnnessGlobal‬ Visit Hub: www.hubagency.co.uk Chapters: 00:00 - Introduction 02:00 - Guest Background 05:30 - What is Customer Experience (CX)? 10:50 - The Role of NPS in Financial Services 17:20 - Building Customer Advocacy Programs 24:10 - CX Strategy Framework 31:30 - Measuring CX & NPS Impact 38:40 - Technology & CX Transformation 45:20 - Customer Retention & Loyalty 51:30 - Sustainable Growth Through CX 55:40 - Practical Implementation Tips 57:20 - Key Takeaways & Closing Thoughts #customerexperience #nps #advocacy #ennessglobal #jeremylaight #sustainablegrowth #thegrowthengine #financialservices #cxstrategy #customersatisfaction #retentionmarketing