Customer Experience Superheroes

Introduction to the Customer Experience Superheroes podcast series.A series inspiring CX Practioners to become CX Superheroes themselves.In the series we will share what the CX superpowers are, how to get them and how to spot them in others.As well as interviewing several CX professionals about their CX Superpower and catching up with some great branded expeirences too. Planned as a 6 part series, we hope it will deliver practical ideas to take from the podcast and action!The CX Superheroes podcast is in association with Clientship, international CX Specialists and presented by Clientship's CX Specialist, Christopher Brooks,

Employees are the true CX Superheroes in any organisation. It is said look after your employees and they will look after your customers. But with only a reported 14% of employees fully engaged, something isn't working. In this episode we interview Employee Engagement expert Simon Gilbert who shares his ideas and frameworks for delivering successful engaged workforces. Simon talks about his time at Sony Mobile where he created an industry leading programme which inspired front line retail staff to take a challenger brand and make it stand out. He shares what he has learned and how has applied it to enable all organisations to create sector leading employee engagement with a new experience programme.As with every episode in this series, we will also identify the CX Superpowers needed to deliver awesome employee experience and become a complete CX Superhero.

There are a handful of brands out there which truly get Customer Experience. The typically disrupt markets and make customers reconsider what matters most to them. Citizen M, the boutique transformational hotel chain started in Amersterdam and has now conqured half the world. It's focus on affordable luxury is brought to life with a consistent brand style and a band of brand Ambassadors in every hotel, empowered to do it all. At Clientship we believe clients are CX Superheroes and their employees posses CX Superpowers which once unearthed bring the brand to life in a more meaningful way for it's customers. Citizen M ticks that box with a thick marker pen!In this episode I walk through the hotel experience (in Glasgow) sharing observations which demonstrate how Citizen M has come to define the category. And earn Clientship's respect with it.

In this episode we meet up with the CXRockstar James Dodkins; key note speaker, writer, broadcaster, guitar player and recently crowned No1 CX Influencer in the UK. Christopher Brooks (Clientship) speaks to James about the importance of 'Influence' in Customer Experience. James explains how he sees his role as one to help and inspire others by using a more accessible format; music and creativity. In a very open and honest interview James shares what he does, how he does it and why he loves doing what he does (so well). He provides several ideas and tips to help professionals thrive at customer experience and shares what he thinks will be the focus for the next decade. Leaving you in no doubt of his ability to influence and engage an audience. If you are a budding CX professional or want to learn the CX Superpower of Influence this is a podcast not to be missed.

Customer Journey Mapping is one of the most recognised practices in customer experience. The ability to demonstrate the value of mapping is less often seen. Maps can be the catalyst to the savings and the gains made from customer experience. Understanding how to value them and create significance amongst the business is key. Having facilitated and designed over 200 journey maps with organisations, I bring expertise from many sectors and mapping scenarios. In this podcast we cover the following aspects of customer journey mapping:- How to value customer journey maps in business terms- Putting customers at the heart of mapping- What the organisation gains from 'CJM'- Explaining journey architectures, epics and why personsa matter- How to keep maps customer focussed and process lightWith future episodes covering journey map design and facilitating 'as is' and 'to be' mapping workshops.

In this episode, we meet the first of our series 2 guests; Carlos Espinosa. With over 25 years practising customer experience in Europe and now in South America, Carlos has the requisite experience to discuss the cultural differences in customer experience across borders. In conversation with Clientship's Christopher Brooks (himself an international practitioner in CX), Carlos explains how the demographics of a country can have a bearing on both customer expectations and also the capacity of the infastructure to deliver. Carlos takes us on a journey of discovering citing consultancy examples to emphasise his points on cultural difference and similarity. As well as sharing tips and hints on CX which cab be adapted the world over. Carlos is so renowned in Mexico that he's now part of the Mexican Customer Experience movement which is establishing to recognise the specific CX requeirements of the country.

In this episode we showcase 10 organisational responses using customer/employee/community experience to make a difference in a crisis. From Amazon to Loius Vuitton, from Netflix to Pret we detail various endeavours and explore the value of them and to who. These are demonstrating the adaptable nature of strong CX programme management and will act as insipration, as well as idea sets to all.

In this episode we deal with a topic often side stepped by CX professionals and practitioners - customer data. We speak to GDPR expert, financial services leader and all round 'one of the good guys', Simon Hinks. I, Christopher Brooks, talk about what responsibilities Customer Experience has when it comes to customers data. Do we ever think about the implied consent when we send out feedback surveys, or do teams map out the customer 'SAR' (subject access request) journey? Or do we assume the CRM, data and compliance team have it covered?Customer experience assumes alot when rolling out the 'wow' experiences, but we really need to make sure we've got the customer's permission first!Simon helps us understand the potential for getting it wrong and how costly that can be to a company in terms of fines but also a loss of customer trust. "If I can't trust you with my data, why will I trust you with anything else?.Anyone in CX shoudl listen to this and find out just how low down the agenda is your data permission considerations, compared to where it should be?Now in our second season, the CX Superheroes podcast series, sponsored by Clientship.

This is a must hear episode if you are considering what and how to adjust your digital strategy in response to the current pandemic crisis. With the connection between digital behaviour and customer experience as close as any, keeping a watchful eye on changing online trends is critical. Through data and digital Customer Experience is gradually becoming a more scientific based approach to business decision making. With more focus than ever before on the reliability of behavioural change outsmarting the less reliable sentiment measures of CX. Keeping close to the scientists to understand your next move in a crisis is a smart move. In this episode, we catch up with a true CX Superhero in this space. Dr Marina Shapira PhD shares with us some of the latest findings into customer research behaviour online during the Covid-19 crisis. We hear how customers shopping habits have changed as a more primal survival instinct kicks in and affecting how we shop as well as what we buy. Marina discusses what is emerging in the studies commissioned with Quantum Metric, a leading specialist in this field. Dr Shapira explains that a fuzzy combination of logic and emotion are driving a new definition of loyalty, and shares both her hypothesis and evidence to support why this is the case. A fascinating conversation with a true CX Superhero.

During lockdown in March 2020, the team at VoC platform solution Limetropy created a concept to bring the CX Community together to create better outcomes for charities, social causes and organisations needing to help their customers, employees, communities and society in general. The Customer Experience World Games 2020 was born. With over 140 players in 6 teams from over 30 countries around the world, the biggest hearted and smartest minds from the world's CX talent has gathered to help others in a crisis and show how CX can make a difference. In this episode Christopher Brooks, MD of Clientship CX meets Helen Burt, an organiser of the games to tell us more about the origination, the set up, what's been acheived so far and the impact it is having on the CX community.

Clientship's CXSuperhero podcast series covers the various superpowers needed to be a Customer Experience leader today. In this special 10th episode we meet up with the world's leading academic in Customer Experience, Prof Dr Phil Klaus and he exclusively shares with us his studies into the previously unreachable Ultra High Net Worth consumer. Best recognised for his award winning study in behavioural measurement of customer experience, Phil topped the Amazon business book charts. Now through his studies, based at the International University of Monaco, Phil has been decoding the customer experience expectations of the super yacht class. With only 1,200 people on the planet eligible to afford a super yacht it is an extremely revealing interview which allows us a window into a world very rarely accessible to research.

In this episode of Clientship's Customer Experience Superheroes we meet the superhero David Wales. David spent many years working as a firefighter and training officer, before being appointed as the first customer experience manager in the fire service. Now running his own consultancy practice Shared Aim, David shares his ideals and experiences on the importance of enabling all to review outcomes and situations from the customer's perspective. David explains how important it is to ensure all voices are heard and not just the customers, if you want to have intergrated and collaborative engagement.Referencing the incredible studies he has completed in the fireservice of the human impact of a crisis, David's brings to life the parallels with business to help us understand how you can ensure the customer is central to the discussion, even in the most hostile of environments.

In this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco & Ritz Carlton we hear how a potential issue can result in a more committed customer. Learning this superpower as well as others in this series will help you become a CXSuperhero.Hosted by Clientship's Christopher Brooks, the discussion includes practical tips for any customer service operator to employ. Katie is a contributor to the Customer Experience 2 publication along with Christopher.For more on this topic reach Katie on https://www.linkedin.com/in/katie-stabler-ccxp/. CX Superhero podcasts are brought to you by https://clientship.com/

Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches. Host, Christopher Brooks from Clientship CX interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX. In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions. As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops. We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements. Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2. To order the book, visit Amazon. And if you'd like to contact Sirte about booking a Lego Serious Play session, visit https://www.shirute.com/.

In this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new order for CX. As the customer experience discipline has evolved, Nate highlights the importance of knowing your role in CX and being brilliant at it. Which means making sure you have the skills you need for your purpose. He expresses how we need to 'get out of the rut we've fallen into'. The age of generalists is over according to Nate, but the need for 'generals' to lead is still important. Leaders, like customer experience management, need to be more creative and more compelling to gain the hearts and the minds of those needed to come on the journey with them. The landscape has changed and CX professionals need to adapt and advance to keep up. With an encyclopaedic knowledge of CX references, Nate evidences every point referencing experience, stats and leading practitioners in this conversation with CX Superhero podcast host Christopher Brooks. If you want to meet a modern day CX Superhero, listen in to the podcast and meet Nate Brown.

Nick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert what they find into actionable improvements. In conversation with Clientship's Christopher Brooks, host of the CX Superheroes podcast series, they discuss one area of particular attention is customer service, and how companies can turn this 'cost to serve' function into having a customer care purpose and contribute towards revenue protection. With specific reference to the importance of this consideration during a pandemic. Nick shares his first hand experience of these real challanges with international clients, which form part of a new book entitled Customer Experience 2 which he contributes towards.

We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences. Clientship's Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity. Chip unpacks 'eccentric listening' and other tecniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.Whether you are a corporate or an SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions. Chips book is available now via Amazon and other bookstores

In this episode Clientship's CXSuperheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees. Having started his career as a call agent some 40 years, Steve has grown several busineses and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and technology solutions, these have proved invaluable to a dazzling array of clients. At NobelBiz he leads by the company motto: make a promise, keep a promise. We get to hear what that really means and it's power in directing all employees to deliver better experiences for clients' customers. Steve talks to us specifically about keeping the promise of leadership and how that’s different from management, both in business at large and in contact centers in general, reflecting on the evolvolving requirements of contacts centres, leaders and managers as we work through the current pandemic. You can keep up with Steve directly at https://www.linkedin.com/in/stevebederman/

Clientship's CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. In this episode, Clientship's Christopher Brooks is in conversation with the world renonwed CX influencer Adrian Swincoe. Adrian leaves a impression on those he deals with. One which makes them think again about CX, from his no-nonsense persepctive. As a writer for Forbes, a published author and serial speaker on the world's biggest CX stages, Adrian's mantra is simple; create better outcomes which you are proud of. In conversation, they explore the simplicity of CX as a topic as well as take some less conventional paths into CX management in an quest to arrive at different outcomes. Never afraid to speak his mind in the pursuit of a better world and and improved CX practices in it, Adrian lives up to his reputation of disrupting convention in pursuit of a better tomorrow. Fortunately only one expletive!

Clientship's Customer Experience Superheroes podcast series explore the mindset, skillset and behavioural strengths needed to be a CX leader today. We discuss with experts in their field the superpowers needed to be among the elite achieving success from customer centricity. In this episode we catch up with Shane Goldberg, lead CX consultant at CustCore Ltd, Melbourne, Australia. Shane is responsible for guiding clients through customer transformation programmes. In every instance he has recognised the importance of engaging employees who are a few steps removed from directly interacting with customers.In discussion with Clientship's MD Christopher Brooks, the CX Superheroes prodcast host, Shane generously shares ideals, ideas and practice advice for embedding deep rooted employee engagement. He talks about how to engage functions such as legal, finance and production, often oevrlooked with CX focussing on service and operations. And how to sustain that engagement. By listening, you will benefit from advice taken from several case studies and hear learnings from experts such as Colin Shaw and Nate Brown shared in the discussion.

In this series we look at the CX Superpowers needed by CX leaders and demonstrated by leading brands seeking to create competitive advantage from customer experience. In this episode we look specifically at what this means for membership experience. Steve Devine heads up PROTECT a membership association for those in the world of protection (insurers, technologists and consultancies). With a combination of relevant content, engaging speakers and enjoyable events Steve has seen PROTECT grow, with some members still there since origination. But in March 2020 everything changed for Steve and PROTECT. As the world of event management and hospitality went in to lockdown, Steve also fell victim to Covid-19. Hear his extraordinary story of resilience and survival. And just how important fostering a culture of collaboration can be when you need those around you to step up. For more on PROTECT https://www.protect-association.org.uk/

The CX Superhero podcast series features those superpowers needed to be a leader in the world of CX today. In this episode we catch up with Jeannie Walters who poses as many of those super powers as anyone in CX. Clientship's Christopher Brooks discusses an array of customer-centric topics with Jeannie. They exchange ideas on customer strategy, leadership and porgramme design. Christopher reveales how the early work of Jeannie has influenced his thinking on various topics today. Plus, Jeannie demonstrates the true spirit of those in the CX community by sharing her experience with others in the form of usable templates and techniques via the http://yearofcx.com initiatve launched to help others during the pandemic. Jeannie is a rare breed among influencers in CX. Her focus is on the opportunity and potential others can achieve from CX, rather than the pitfall that befalls so many who build a narrative around their individual brand. With CX as the hero in her story, the message and the means are more authentic and memorable. Listen and you will see why so many connect with Jeannie's approach to CX. What starts as a interview becomes a masterclass in how to take your organisation to the next level by applying sound, resilliant and sustainable CX practices. Listen in and then follow Jeannie on https://www.linkedin.com/in/jeanniewalters/.

Each episode unpacks another areas of customer experience with an expert in their field. The Customer Experience Superpower we look at with Bryan Horn, author of 'Get you Stuff and Get Out!', is about how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst. In conversation with Clientship's Christopher Brooks, Bryan brings to life how easy it is when you shift the culture, to create amazing experiences without even breaking sweat. Christopher and Bryan exchange a host of real case examples to illustrate the difference between 'not good enough' and 'jaw dropping' customer service. Having published hs second book on the topic, Bryan demonstrates just why he has become one of the leading 'go to' consultants for customer service improved performance. For more on Bryan and his books, check out www.thecsrevolution.com

In this episide of the Customer Experience Superheroes podcast series we catch up with Gunjan Allen, a recognised positive force on the world of customer experience. With a background in corporate and public sector improving the experience for customers and employees, Gunjan is well placed to offer her advice on the difference between these areas. In conversation with host Christopher Brooks, Gunjan discusses the criteria of successful leaders in CX, and the pair share personal examples where they've seen the impact of poor management on employees confidence.Alongside her endeavours in customer centricity, Gunjan is a director for Women in Technlogy in Australia. Gunjan explains the importance of putting a spot light on this topic generally, but never more so now with a digital divide happening. Clientship CX Customer Experience world leading practitioners.

Clientship's CX Superheroes explores the traits, techniques and tools the modern day CX professional needs in order to deliver meaningful value to their customers. In this episode we meet up with Gregorio Uglioni, an emerging star of the European CX landscape. As a CX leader within a payments company, Gregorio has the advantage on most influencers in the sector - he's practicing what he's preaching. Known as the 'CX Goalkeeper' (we still dont know why), an active member of the CX community, he has carved a space of his own finding opportunity to contribute back where he can. Whether its with his new podcast series, content listings in the form of an advent calendar, a contributor to the forthcoming CX Book 3 or as a player in the customer experience world games, he gives back whenever he can. In this episode, Christopher Brooks, catches up with Gregorio to discuss the 'VIM' model for CX strategy activation, the importance of differentiated CX and how important it is to set up the purpose of the customer service proposition. This is the final episode in series 6 and closes the series on a real high!

Clientship's Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series. Victoria, a CX consultant is in conversation with host, Christopher Brooks on this critical topic. 2020 has seen the demise of the face to to face experience interaction, and a replacement with digital engagements. But this is not through choice its through circumstance. In discussion, Victoria explains why now its more important than ever to be 'upping our game' and delivering a quality human experience when the chance allows us.Victoria also shares details of her latest mini-book, which is available via her website. https://www.victoriatayl.uk. You can reach Victoria on LinkedIn at https://www.linkedin.com/in/victoriatayluk/. You can connect with hist Christopher Brooks at https://www.linkedin.com/in/christopher-brooks-1425b7a/.

Clientship's CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity.The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns it achieves for larger corporates. Why is this? A lack of qualified professionals to support this community? Possibly. More likely is that it takes a real skill to take the sometimes jargonistic langauage of customer centricity ands make it relevant and meaningful to the candlestick maker, retailer or international distributor - all of whom with a few employees are SME's. But each who can increase their fortunes with improved customer experience outcomes delivered. That's where Claire Radbourne, from Melbourne, Australia stand apart from others. In this podcast her infectious approach to helping small companies come through. Her empathy for their situation and ability to translate CX in to something small owner companies can work with and prosper. In conversation with Christopher Brooks Clare shares how she's making a difference to small companies using big business models. 

Ian Scott is a rare breed in customer experience; a retail expert. His depth of knowledge on what does and doesn't create short stand out and long term memories is forensic. With a passion for helping retailers thrive against a challenging outlook Ian shares his vision regarding the changing role of the retail store, and why this is the best news for customer experience.In conversation with series host, global customer experience specialist, Christopher Brooks, Ian brings to life the transformation of Nike bringing us insights straight from the table of strategic customer intent at Nike. Nike prove their superhero credentials and Ian demonstrates how experimenting is a critical superhero trait in CX. Once you've listened to Ian speak on retail experience, you will wonder how you ever lived without his views (and advice). Enjoy the time with Ian and follow him at https://www.linkedin.com/in/ian-scott-0534694/, to see more of his inspirational insights.   

In this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX. In conversation with host, with Christopher Brooks, John shares his experiences of leadership in customer experience explaining the binary principle of the Abundance mindset versus the Scarcity mindset. He explains how Generation Y and Millenniums deselect organisations who survive on a scarcity mindset because it doesn't allow individuals to add value and make a difference and how this is now as important as the pay cheque for a new generation of workers. If you lead or support leaders in customer experience, this is a must listen to understand how and why approaches to leadership need to evolve. 

The Customer Experience Superheroes podcast is back for series 8. So we are delighted to kick the series off with someone who those in the know of CX, know as an expert in customer service; Miles C. Thomas. As someone who has an enviable career in leading customer service functions, Miles shares his views with host, Christopher Brooks, on the importance of human experience in business today. Miles explains the secret of the untapped value customer service agents can bring to accelerate change and improvements on behalf of customers.  Also up for discussion is how customers expectations have changed since the pandemic leading to the acceleration of 'CX for Good'. Miles is co-author of the latest Customer Experience Book 3, a series pulled together by Naeem Arif.  To connect with Miles on LinkedIn click https://www.linkedin.com/in/milesct/. 

Ashley Jones is an incredible individual. As the founder of Love Not Lost, a bereavement charity which helps families when a loved one passes, by creating enduring memories, she is more than making her life a meaningful one in society. The way Ashley runs the charity provides an exceptional experience  for donors (the Heartbeat), benefactors, photographers (tune in to hear how they fit in), volunteers and board members is breathtaking.  Listen to the podcast, hosted by Clientship's Christopher Brooks, and you will be taken on a masterclass in charity experience. Already a TEDx speaker and featured on BBC podcasts, Ashley is a source of learning for others. From finding your true north and applying it to everything you do to 'celebrating the success of others as your progress'. Ashley covers all the bases despite not coming from a customer experience background. As is always the case with Ashley's generosity, she gives all her tips away. But if you really want to know how good the experience is, sign up. Make http://LoveNotLost.org your, 'Giving Tuesday' extra cause.  You can connect with Ashley on LinkedIn if you want to be in touch with this inspirational maverick, making a difference to so many people's lives. 

Welcome to the CX Superheroes podcast. Now in series 8, we bring commentary from some of the world's most impressive CX practitioners as they help us to discover the CX Superpowers needed to be a leader. Hosted by global CX expert Christopher Brooks each episode explores a different aspect of CX, from a new perspective, In this episode I speak with Jon Picoult who has been at the forefront of proving the ROI case on CX for the past decade. Through this work with Watermark he has bee recognised across the globe. And now he shares his stories from his travels in a structured book focussing on how to evolve impressive CX to an obsessive culture driven by great customer experiences. In conversation with Christopher Jon unpacks several of the 'Principles' and shares exceptional examples to make real what is often deemed too theoretical. It is a great framework and a must have for anyone pursuing better outcomes for their customers. Available via Amazon https://www.amazon.co.uk/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X, it is a must have inclusion on the CX book shelf for the self taught and for those experienced practitioners seeking fresh examples of excellence. Jon's easy style of story telling explains why he is a firm favourite on the CX event circuit. Tune in here and get a front row seat to a wealth of learning with Jon at the CX Superheroes podcast. Jon Picoult ca be found on LinkedIn if you wish to connect with the author. 

As we close series 8, what better way than with a first! In this episode of the Customer Experience Superheroes podcast, host, Christopher Brooks is in conversation with Kelly Mukhida, CX lead at start up https://delli.market/Having spotted a gap in the 'tasting/catering/delivery' market (it is such as good spot its not properly defined yet), Kelly explains how Delli's 'customer first' strategy is authentic, because they are building up from scratch. Unlike competitors who have to understand how long it will take to migrate, or which of their cash cows will need to be sacrificed to be customer led, Delli does not have this distraction. As you listen to Kelly, you will be envious of her 'no compromise' approach to putting customers, and their enjoyment of Delli, ahead of everything. From the world of corporate CX, Kelly explains how the freedom of a start up has allowed her to be creative and courageous. The sound of the business being literally built in the background adds to the fever pitch atmosphere which Kelly clearly thrives in. If you would like to connect with Kelly, she's happy to do so on LinkedIn https://www.linkedin.com/in/kelly-mukhida-8288a816/

Fred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay with them and encourage others to join them too; the true meaning of loyalty as Fred puts it. Despite NPS being adopted by every industry and across the globe, Fred remains restless. With the majority of those using NPS not gaining the full potential. To address this Fred has written an incredibly generous book, 'Winning on Purpose' which not only lays down the formula for measuring commercial gain from customer experience, but also shares a lifetime of experiences with some of the most successful brands on the planet.In conversation with Lexden's CX's Christopher Brooks, Fred unpacks his manifesto from Winning on Purpose for enriching people's lives and encouraging more love in business. A tour de force, with a pedigree track record this podcast is a must for any CXer, as is Fred's latest book, Winning on Purpose'

Elena Rozanova was due to be a guest on the CX superheroes podcast series to discuss the loneliness of CX leadership in organisations. However, days after the production meeting Elena's world was turned upside down. Elena agreed to record this extra episode which captures her observations from the experience of refugees. Elena shares her vision for what more could be done by the CX world to help those struggling to support refugees the world over. Listen in to understand the experience none of us want to go through and hear Elena's insightful observations and ideas for helping refugees facing uncertain futures.   Hosted by Christopher Brooks.

Speaking with Matt Young reminds us all how customer insight is not just for the 'fixes' or 'issues', but its also an input for innovation. In conversation with Lexden's Global CX Lead and CX Superheroes podcast host, Christopher Brooks, Matt shares his ideas and ideals for customer insight led innovation. As CEO of UserVoice, Matt has a lifetime of firsthand experience dealing with innovation designed insight. To paraphrase a famous football manager, he may not be the best in the world but he's certainly in the top one. As a self confessed introvert, the inner confidence of years of working closely with clients and customers to create new product innovations comes through. It's a direction of travel which has awakened progressive organisations across the globe to collect and democratise customer insight to develop product and service propositions. If you like what you hear, feel free to connect with Matt on LinkedIn as he's offered to respond to any question you have. After all, he acknowledges that feedback is a gift and should always be responded to. Contact him on https://www.linkedin.com/in/mattcyoung/.

Now a regular in the calendar, over 200 CX professionals from over 35 countries meet (virtually) to solve charity CX problems. This 'CX4Good' initiative is called the Customer Experience World Games'. Players share their time and talents, working in teams to positively compete and provide the best solutions for the charities. Until now it's been thought that the main benefactors were the charities who get all the ideas. However, when we met Ravi Shankar and Sandip Gupta, regular players and seriously talented CXers who commit to making a difference through CX,  it is clear that the playing community learn and develop from this unique experience. In conversation with host Christopher Brooks,  hear how the CXWG has made an impact on the lives of the playing community as well as the charities the games is designed to improve outcomes for. 

In this episode of the Customer Experience Superheroes podcast we meet Jochem Van de Veer, CEO of They Do. Host Christopher Brooks speaks with Jochem about the progression from Customer Journey mapping, a recognised practice for identifying customer pain points and new opportunities, to Customer Journey Management, where the emphasis shifts to action to be achieved from mapping.In conversation they discuss the shortfalls of the way many are coached to developed customer journey maps, and the impact and positive impression on senior management which 'managing' customer journeys can achieve beyond just mapping. 

The Customer Experience Superheroes is now in its 10th series. We've introduced you to CX professionals and practitioners from across the globe. Seeking out new thinkers and rule breakers who dare to experiment to achieve better outcomes, when others are content to rely on convention. In this episode we join in conversation between Eli Lepkifker, co-founder and CTO of Tagado, and Christopher Brooks, global CX specialist and MD Lexden CX Consulting.Eli shares his story, from the origins of research at Citibank to a CEO leading a growing customer feedback company, shaped for the future, not constrained by the past.Having seen the shortfalls and failing of standard CX measurement approaches, Eli set out to find a stronger outcome. One which focused on what was said and not the score it came with. As a researcher he wanted to be purely inspired by customers, nit scores. Listen to the podcast to hear how Eli and Tagado have landed in the world of CX, and where the future will be taking them. 

The Customer Experience superheroes aims to inspire you with the latest thinkers in CX. Hosted by global customer experience specialist Christopher Brooks of Lexden CX, you are introduced to qualified experts in their field of customer experience specialism.One critical area of customer experience is customer feedback. But too often this is seen as the collection and reporting back of performance. With a dashboard being the end product. But, as Adam Alfia, founder of RealTime Feedback highlights, what is the point of collecting feedback if it doesn't effect change. And whilst a dashboard can show status, it cant deliver the change. Adam shares how RealTime Feedback empower operational colleagues with insights which lead to improvements, which can immediately assist customers. But it doesn't stop here. Adam explains how customer feedback platforms in spaces where the public reside can also play a secondary role in  the welfare of customers. As someone committed to better outcomes, Adam has not limited his thinking to insight to deliver operational improvements, but also as an 'alert' system to safely inform the authorities of threatening or disruptive human behaviour. As someone who has been around the industry for so long, it was incredibly rewarding to hear how Adam is still inventing and innovating on behalf of the customer. To hear the full interview, please tune in. 

Every once in a while you meet, or as in the case of CX Superheroes podcast host Christopher Brooks, you get to work with an exceptional talent. Piotr Wojciechowski, CX practitioner with a design background is such a talent. Having delivered a CX transformation project together in Poland, Christopher is keen the rest of the world discovers the value he has enjoyed in Piotr. In keeping with the CX Superheroes podcast series Christopher & Piotr dive in and explore a critical topic in the world of customer centricity; the customer centric mindset. Arguably more important than any method, process or motivation for CX, the mindset sets apart those who 'are' CX from those that 'do' CX. The former being great leaders in CX. Christopher shares some of the characteristics of great CX leaders with Piotr who in turns examines and qualifies attributes. Piotr also helps us understand his journey to running the Polish CX company Fuzers, and how CX has accelerated its prominence in Polish business during and since the pandemic. If you enjoy the podcast, get in touch with guest Piotr through his LinkedIn profile https://www.linkedin.com/in/piotrwojciechowski/ or email piotr.wojciechowski@fuzers.com. CX Superheroes podcast is brought to you by http://lexdengroup.com/

In Lexden's latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer's James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer Duty.  James shares his evidence on how financial services brands are adjusting their ways of working to address the four principles which underpin Consumer Duty. The discussion broadens out to the impact of regulatory governance on customer experience ambitions and deliverables with both providing first hand experience of the catalyst and constraints that organisations deal with when regulation is a mandated stakeholder for CX in a business. James also helps listeners appreciate the support and guidance available to business' struggling to get to grips with, or take advantage of the well intended new legislation. Regardless of whether you are associated to financial services, or a company in a regulated sector, it sheds light on what happens when your CX is partly directed by others. 

There is one content producer in the CX Community we have wanted to have as a guest for some time; Annette Franz. As a consultant, author, trainer and mentor Annette has spent a slice of her career working with clients to improve outcomes for their customers, colleagues and communities. This was a key part of our topic of this CX Superhero podcast episode. In conversation with Lexden's Christopher Brooks, Annette shares her journey through CX and why putting people at the heart of a CX transformation is essential to succeed. This is just one of the insightful and brilliantly written chapters from Annette's latest business book, 'Built to Win'. The discussion covers the origins of the book, its novel structure and taps into some of the themes which Annette brings to life with examples and practice templates. To condense the highlights from Annette's impressive career into a short podcast isn't possible, but we thank her for her generosity to share so much in the time we did have. We hope you as inspired as we are. 

There is a lot of waffle on employee engagement and employee experience. Most of it is puffed up common sense or repurposed HR practices which HR practitioners have been aware of and delivering before CX was popular. But on occasion, and this podcast is one of those, someone steps forward who actually knows what they are talking about. Enter Nicole Kyle. In conversation with host of the Customer Experience Superheroes podcast series, Nicole shares the depth of insight gathered as MD at Customer Management Practice which has identified the primary drivers of employee engagement. This golden source unlocks the secrets of how to structure an effective employee engagement programme. There are few with more relevant credentials than Nicole as becomes evident when you hear the most authentic discussion on this topic you could wish to hear 

John Sills, author, CX consultant and former head of customer innovations, is the latest in a line of illustrious professionals who have guested at the Lexden CX Book Club. John has been a crusader for better customer experiences for many years. First within a global corporate in the world of banking, and now with his consultancy helping clients ensure the experience they provide have a human connection, whether in person, on the phone of through digital contact. As Jon shares where the idea for his first book came from, we hear many of the themes that we've long emphasised on the CX Superhero podcast series as stand out traits. In conversation with series host, Christopher Brooks they explore common principles and uncover some of the reasons why CX will work, versus what holds in back in organisations. This provides the perfect introduction to John and his latest book, 'The Human Experience', and the perfect close to series 11. 

We kick of series 12 of the CX superheroes podcast series with an industry legend. There can be few people in CX you'd want to spend time with more than Jim Tincher. We were delighted when Jim agreed to be a featured author in the Lexden CX Book Club and share the 'making of' Do B2B Better. This is a book which captures Jim's learnings which he's comfortable enough to point out include failures and successes. In fact, in the discussion it becomes clear it is earlier failures (or lessons) which have informed the later and more frequent successes. There are few books dedciated to the art of B2B CX, and as a global b2b CX practitioner himself, host Christopher Brooks is able to have an informed and interrogative discussion on the topic.Whilst there are few book spoilers in here, the narrative does keep close to the book and Jim's influences and inspiration for it.  Jim might also be the nicest guy in CX. Find out for yourself why he's such a positive energy to be around. 

There are many aspects of customer experience. No one person can have a satisfactory depth of expertise in all areas. The CX Superheroes podcast series brings to the mic, experts in specific fields to give you, our esteemed listener, a broader appreciation of the various components to succesful customer centricity. This episode we focus on design and to do so we have an expert who has installed  customer led design thinking as a leading practice within international technology giants. Ricardo Sultz Gulko (Eglobalis Information) has worked with some of the world's biggest brands helping them to design customer experiences around the outcome they want to achieve. Ricardo shares his journey and his methods to arrive at better CX design. As well as imparting an array of personal and professional design experiences.  Experimentation and Collaboration are just two of the customer centric superpowers Ricardo discusses in conversation with Lexden CX's Christopher Brooks, also your series host.

In the latest episode of the CX Superheroes, Christopher Brooks, host and MD of Lexden CX speaks with Sophie Hedestad, founder of NOQX. We came across Sophie in an article on the power of OKRs in customer experience, and wanted to learn more. In this episode we get to understand what OKR (Objective and Key Results) are, and why they are becoming more important than KPIs for progressive companies to manage performance. Sophie shares the value of OKRs, and explains how they can help organisations meaningfully track progress and localise where more attention is needed.  In discussion, we understand how organisation and structure are needed to optimise OKR's and Sophie introduces us to a technology solution which NOQX have been developing t simplify the management within large (and smaller) organisations.Is this podcast for you?If you've not heard of OKR's this podcast is for you.If you've heard of OKR's but are still wondering if they are right for your business, this podcast is for you.   If you are using OKR's and want to understand how to systemise the management, this podcast is for you. In fact, anyone will get value so take a listen. In the podcast, you will hear mentioned Sophie's free e-book on OKRs. So take a look https://noqx.io/category/ebooks/.

In this episode of Lexden's CX Superheroes, we catch up with Michael Brandt, a leading CX professional in Europe. In conversation with host Christopher Brooks, Michael shares his experience on what's important when it comes to training colleagues in customer experience. With over 30 years experience working for global companies delivering CX training, as well as many years working with companies across the globe as a consultant and CX trainer, Michael is perfectly placed to share with us tips, techniques and the pit falls to avoid. Michael also discusses the upcoming Lexden CXManagement Training programme which he both curates content for, but will also take responsibility for delivering in some regions. Hear why Michael agreed to come on board for this project, and learn from his wealth of experience on what you need to do to make CX training a success if you are considering to launch a programme within your company or as a CX consultant/ training business.   

There have been break through technology solutions in customer experience which have really raised the standard. Behind them are pioneers looking to create more reliable outcomes for organisations. Richard Hammond of Uncrowd is one such CX Superhero. Podcast host, Lexden CX's Christopher Brooks caught up with Richard to discuss how their 'friction and rewards' model helps retailers understand the significance of the experiences they provide across various touch points. Using primary data gathered to inform both the effectiveness of what they are doing now, and its comparative strength versus the competition.Richard explains how conventional metrics in CX blindside companies to what really matters to their customers. Whilst these sentiment metrics move, colleagues in companies struggle to identify what they have changed, meaning it's less reliable. Richard unpacks the importance of diving into the detail for meaningful results. Listen to the very charismatic and hugely passionate Richard as he encourages us all to join the customer analytics revolution in this latest CX Superheroes podcast.

Several months ago I received a book in the post with a note which read, 'Dear Christopher, Enjoy reading our book and let us know what you think of it. We would be happy to become part your CX book club, kind regards Friederike and Aleksandra. And now it has happened!Join me Christopher Brooks, your host for the CX Superheroes podcast series as we complete the 6th CX Book Review in our one off series with Friederike Niehoff and Alexsandra Pilniak. Combining our CX Book Club Q&A with some guest members, and our CX Superhero podcast, we have created an interesting mash up. Hear how having worked together at Kramp, Friederike and Aleksandra vowed to work again, and with encouragement set about to write a book which focussed on the  many reasons CX programmes fail. It acts as a safety manual helping others avoid the pitfalls our intrepid duo have encountered.The book is full of their favourite inspirations; both frameworks and commentators. Throughout it becomes clear how important they believe  authenticity to achieve success from CX, and its a position we can all get behind. We also hear how the process worked in creating the book and how a partnership is needed when it comes to content.  So tune in to the latest podcast, on the final book review of the current series. 

The topic of AI in business, is ringing across all functions. Customer experience is no different. But just what value can it bring, and what governance is needed to ensure gains?To find out how AI is making improvements in customer service CX Superheroes host, Christopher Brooks meets with Devashish Mamgain, CEO and Founder of Kommunicate. Devanshish shares his of wealth of knowledge on AI and the journey he has taken with Kommunicate to arrive at creating better outcomes for clients and their customers with AI in customer support. Hear how what matters most to customers is the priority of AI too. And also appreciate from Devanshish how to govern AI within an organisation to ensure its potential is achieved. We hear how AI is making a meaningful difference in customer support. Devanshish generously shares the learning from his journey, on this topic. If you enjoy this subject and want to know more, contact Devanshish on https://www.linkedin.com/in/devashish-mamgain-1a639320/. 

In the first of the 14th series of CX Superheroes podcasts, we welcome CEO of Helpshift, Eric Vermillion. In conversation with series host, Christopher Brooks from Lexden, the focus is on how effective tech can improve customer outcomes. Eric's experience goes back to the start of the modern CX movement, having worked with vendors who pioneered the landscape we know today. From working with everyone from local retailers to global enterprises, Eric has one of the most informed perspectives on how to optimise technology to both improve the experiences customers encounter, but also the outcomes they are left with. We deep dive into the advancement of the gaming sector when it comes to CX, and Eric showcases some great examples others can learn from. Here's a link to their case studies on their website too. https://www.helpshift.com/customers/. Both Christopher and Eric have worked with gaming companies and share their hands on experiences of how different the 'player' is when it comes to dealing with companies. And he explains how AI isn't a magic wand, it's about creating the best outcomes and then employing the tech to achieve this, rather than the other way around. And leaving the humans to deepen the relationship - a perfect mix. A really insightful podcast rich with ideas and tips for those looking to create better outcomes. 

In this episode, Christopher Brooks, CX Influencer of the Year 2024, and CX Superheroes podcast host, speaks with Patrick McCullough, President of Hallmark Business Connections. In an enlightening exchange, they talk about the role of human connection in business today. While digital communication is efficient, does it create real emotional engagement? Patrick shares insights on balancing digital and personal touch points, the impact of recognition on employees, and why a simple greeting card can make all the difference. Discover how businesses can build stronger relationship experiences with customers and employees through authentic, thoughtful communication.

As the host of the CX Superheroes I have the privilege of speaking to some of the smartest, progressive and qualified individuals from the world of customer experience. Across the discipline we find we touch other disciplines as well, such as research and UX. And in this episodes our guest is a specialist from this area UX and CX Research; Agnieszka Mroczek, owner of GEKO Research based in Poland. In discussion, Agnieszka shares how her pure research background gives her the training creating customer-centric solutions and leveraging qualitative research in product and service design. We hear about the techniques, learnings and challenges Agnieszka has experienced in this field. Perhaps most importantly, we are reminded that the process of research and what we research is about human behaviour and emotions, which is a reoccurring theme in our conversation.We also appreciate the dangers of short cutting the exercise, or using researchers who are not connected to what the business is trying to achieve. It really is a master class worth listening too.If you have UX or CX research questions o requirements, please contact Agnieszka directly https://www.linkedin.com/in/agnieszka-mroczek/