Data, AI & Insights
Explore how data strategists and AI pioneers are unlocking smarter, more connected experiences.
Learn moreOn air New episode available
Great experiences, decoded.
The CX Algorithm is the podcast where Dr Eslam Afifi talks with the leaders reshaping customer experience, data and AI.
40K+Listeners
7Countries
7+Industries
Featuring guests from
What Every Episode Decodes
Digital Transformation & Innovation
Learn from transformation experts and CX innovators redefining how technology and design deliver lasting value.
Learn moreMarketing, Growth & Retention
Hear from marketing and growth leaders on how personalization, storytelling and innovation fuel loyalty.
Learn morePeople, Leadership & Culture
Discover how visionary leaders build cultures that strengthen every customer and employee experience.
Learn moreFeaturing Industry Leaders
Real conversations with industry leaders and innovators shaping the future of customer experience.
Learn moreFresh This Season
EPISODE 07
You Don't Remember Your Last Payment — The Art of Invisible CX
Think about your last payment. The screen, the colours, how it felt. Chances are you remember almost nothing — and that's exactly the point. In this episode of The CX Algorithm, we unpack the art of invisible customer experience design: how the best payment experiences succeed by disappearing, and why trust — not speed — is the real product. Host Dr Eslam Afifi sits down with Alexei Krasnov, a customer experience and product design leader in payments across Asia Pacific, for a practitioner's look at designing what people never consciously notice — engineering trust, calibrating friction, and building experiences for a customer who is increasingly not even in the room, because an AI agent is transacting on their behalf.
EPISODE 08
Before You Think, the Room Has Already Spoken — The Psychology of Space in Customer Experience
You remember the conversation, not the room — yet the room was shaping it the whole time. In this episode, Dr Eslam Afifi talks with design researcher Dr Jacqueline Baker (Head of Research, COX Architecture) about the servicescape: the idea that physical space is part of the service itself, not its backdrop. They explore how light, sound, layout and movement shape how customers and staff behave before a conscious thought forms, the airport study linking good design to dwell time and spend, and where enhancing an experience ends and manipulating it begins. A fresh, research-led look at the most overlooked variable in CX — the room.
