Breaking the Blueprint
Customer experience (CX) is evolving faster than ever—are you keeping up?
Breaking the Blueprint is the podcast that challenges conventional thinking and explores what it really takes to deliver exceptional CX in today’s world.
Hosted by Vinay Parmar & Iqbal Javaid, two industry veterans with decades of experience in CX strategy, technology, and leadership, this podcast brings you insightful conversations, expert perspectives, and real-world strategies to bridge the gap between technology, people, and customer emotions.
Why Listen?
🔹 Deep Industry Expertise – Iqbal and Vinay have worked with some of the biggest brands, driving CX transformation at scale.
🔹 Tech Meets Human Experience – We break down how AI, automation, and digital solutions can enhance—not replace—human connection.
🔹 Actionable Insights – No fluff, just practical strategies to help you optimise your CX operations and deliver measurable impact.
🔹 Engaging Conversations – Featuring thought leaders, disruptors, and innovators shaping the future of customer experience.
If you’re a CX leader, technology enthusiast, or business decision-maker looking to stay ahead of the curve, this is the podcast for you.
🔊 Subscribe now and start breaking the blueprint!
Episodes
16 episodes
The Secrets of Storybuilding
A full episode description built to help discovery, explain the value of the conversation, and give viewers a clear reason to watch.What happens when a career pivot leads you into one of the most influential messaging frameworks in moder...
You’ve Got Company Culture All Wrong
Culture is often treated like something soft. Something hard to define. Something businesses assume will look after itself.In this episode, Sarah Dena explains why that thinking creates problems long before leaders notice them. Together ...
The Most Dangerous Place for Any Brand Is the Middle
In this episode of Breaking the Blueprint, Vinay and Iqbal are joined by Vimal Raj to explore what customer experience really looks like when it’s done properly, at scale, under pressure.Vimal shares lessons from his career in aviation a...
The $247bn Market You're Missing
Accessibility is still treated as a specialist topic in many organisations. Something niche. Something optional. Something to deal with later. In this episode of Breaking the Blueprint, that thinking is challenged head-on.The conv...
Making the Blueprint - Season Finale!
What happens when the people behind Breaking the Blueprint turn the mics on themselves? In this special episode, producer Paul Banks joins hosts Vinay and Iqbal to uncover the story behind one of the most forward-t...
From Cost Centre To Insight Hub - The Contact Centre Revolution Has Begun
In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid sit down with Xander Freeman, Director at Call Centre Helper, to explore the future of customer experience and how empathy is reshaping l...
Why Stadiums Are Now Data Farms
Sports stadiums aren’t just places to watch a match anymore – they’ve become data farms. This episode of Breaking the Blueprint dives into how stadiums are transforming into year-round engagement hubs, where every fan interaction creates valuab...
Fool’s Gold: Tech Vendors Are Selling You a Dream – But Handing You a Jigsaw Puzzle | Chris Morrissey, Zoom CX
Welcome to Episode 8 of Breaking the Blueprint – the podcast where we challenge conventional thinking on customer experience, loyalty, and leadership.In this episode, we sit down with Chris Morrissey, GM & Global Head of CX Sales an...
Why are organisations still making this massive mistake when it comes to Customer Experience?
In this special review episode of Breaking the Blueprint, hosts Vinay and Iqbal look back at the first six episodes and share what they’ve learned about the brutal truths and big opportunities in customer experience.From ...
Customers remember the break up, not the journey
Are you taking your members for granted without even realising it? In this revealing episode of Breaking the Blueprint, Vinay Parmar and Iqbal Javaid sit down with Mel Sallis, Co-Founder of Agentic Consulting and a seasoned expert with...
Why Your CX Metrics Might Be Lying To You
What if your customer experience (CX) metrics were telling you the wrong story—and you didn’t even know it? In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid are joined by James Adamczuk, CX Evangelist for ...
How Can Cybersecurity Improve Customer Experience?
What if cybersecurity could actually improve your customer experience, instead of getting in the way?In this episode of Breaking the Blueprint, Vinay and Iqbal bring in special guest, Anish Chauhan to dive deep into the o...
How Physical Space Shapes What Your Customers Think
customer experience, data insights, and retail innovation. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid sit down with Matt Garner, co-founder of Ethos Farm and a CX expert who's transformed airp...
Human Vs AI
AI is no longer just a tool—it’s changing everything. From customer service to real-time business decisions, AI is disrupting industries in ways most people don’t even realise. But is it a force for good, or could it be leading us into dangerou...
The Beginning
Customer experience is changing fast, and businesses that don’t keep up are at risk of losing customers overnight. In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid uncover the biggest challenges businesses...
Trailer - Breaking the Blueprint
Customer expectations are constantly evolving. Businesses need to adapt more than ever before or get left behind. Welcome to Breaking the Blueprint, where we dissect the strategies, technologies, and mindsets, shaping the future of how organiza...