In this episode of Conversations with Industry Leaders, Dr Ying Wu speaks with Steve Baker, Director of Client Servicing Europe at Clearwater Analytics. Drawing on over 25 years of experience in financial services, Steve offers practical insights into building lasting client relationships, navigating challenges, and leveraging technology for strategic advantage.

Key topics discussed:

• Steve’s career journey and lessons learned from working with high-demand clients in London

• The qualities essential for leadership in client relationship management: trust, honesty, integrity, and respect

• How to manage unrealistic client demands and build long-term trust

• The impact of generative AI and Salesforce integration on modern client servicing

• Current trends shaping client relationship expectations in fintech and financial services

• Practical tips for future leaders on mapping relationships, using data like NPS and CSAT scores, and applying transferable skills from retail and hospitality

• Using technology and data-driven methods to improve service quality, client retention, and business growth

Whether you’re starting your career or leading client teams, this episode offers valuable advice on becoming a better relationship builder in today’s competitive landscape.

Guest bio:
Steve Baker is Director of Client Servicing Europe at Clearwater Analytics. He brings decades of experience in investment banking, security services, and asset management, with a specialism in strategic client servicing and leadership.

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How do trademarks help build strong brands?

What role does IP play in brand leadership?

In this episode of Conversations with Industry Leaders, I speak with Adam Ryan, Trade Mark Attorney at Lawrie IP.

Lawrie IP is a leading UK intellectual property law firm, known for its expertise in brand protection and strategic IP management across a wide range of industries.

We explore how trademarks help protect brands and shape their reputation in today’s fast-moving digital world.

We have covered:
💬 How trademarks support brand identity and trust
🌍 Key risks in a global, digital economy
🧠 Essential IP knowledge for future brand managers
✅ Practical dos and don’ts that emerged from our discussion

Adam shares thoughtful insights and practical tips for anyone interested in branding and IP. Whether you're a student, creative, business professional, or simply curious, this episode invites you to explore how brands are built and protected.

🔗 Connect with Adam Ryan on LinkedIn

🙋‍♀️ Join me on LinkedIn for more conversations, insights, and behind-the-scenes from Conversations with Industry Leaders.

Originally made available to university students in December 2024 as a supporting resource, and published on LinkedIn in January 2025, this episode explores how technology and sustainability intersect in the digital and financial solutions industry.

Join host Dr. Ying Wu as she speaks with Louise Kelly, Executive Director of Engineering, and Adam Muir, Sustainability Subject Matter Expert at NCR Atleos, a company at the forefront of self-service banking solutions and digital transformation, operating the world's largest ATM network while embedding sustainability into its innovations. Together, they discuss:

• How NCR Atleos is driving innovation while staying committed to sustainability
• Real-world applications of sustainable digital solutions aligned with UN SDGs
• Balancing profitability with environmental and social responsibility
• The evolving role of legislation in shaping corporate sustainability efforts
• Exciting upcoming projects, including sustainable ATM innovations and accessibility initiatives

💡 This episode offers valuable insights for business leaders, sustainability advocates, and students looking to understand how corporations integrate green innovation into their strategies while maintaining competitive success.

Whether you're interested in sustainable technology, digital transformation, or corporate responsibility, this conversation is packed with expert insights and forward-thinking strategies.

🔍 Tune in to discover how NCR Atleos is shaping a more sustainable and inclusive digital future!

Originally made available to university students in November 2024 as a supporting resource for the Search Marketing module, this episode explores the transformative role of AI in search marketing and its impact on businesses, brands, and digital marketers.

Join host Dr. Ying Wu as she sits down with Jon Earnshaw, a globally recognised leader in search marketing, to discuss:

• The impact of AI on search engines and how businesses must adapt
• The shift from keyword-based search to AI-driven, conversational interactions
• Why organic visibility is more critical than ever in today’s digital landscape
• Emerging search engines like Perplexity AI and their challenge to Google’s dominance
• Practical strategies for staying ahead in an era of constant search evolution

Whether you’re a marketing student, digital strategist, or industry professional, this episode is packed with expert insights, trends, and actionable knowledge to help you navigate the future of search.

Don’t just optimise for keywords—optimise for conversations. Tune in now!