Podcast appearances and mentions of christopher brooks

What does it take to embed customer experience into the heart of a business?In this episode of Customer Experience Superheroes, we speak with Paula Brazier Client Experience Director at Foster Denovo – a firm offering tailored financial advice and wealth management services.Foster Denovo isn't your typical financial services firm. With a clear belief that a great client experience must be rooted in culture, Paula has helped lead a programme that puts clients and colleagues at the centre of every decision.In conversation with Christopher Brooks, MD of Lexden CX, You'll hear how they've used internal alignment, cross-functional collaboration, and meaningful metrics to drive change. Paula explains why buy-in from leaders is essential — and how small, consistent actions can shift mindsets across the business.We explore how regulated industries can still deliver standout customer experiences — and why emotional intelligence and trust-building remain key, even in data-heavy environments.Paula also shares how Foster Denovo listens to both clients and employees — and uses this insight to evolve their CX strategy. It's a practical, people-first approach that others can learn from, regardless of industry.If you work in customer experience, culture change, or financial services, this episode is full of useful takeaways.

Welcome to the latest Customer Experience Superheroes podcast. This episode tackles a crucial but often messy area: Candidate Experience in Recruitment. Your host, award winning global CX consultant, Christopher Brooks sits down with Julian Lukaszewicz, founder of Career IQ Academy and a seasoned CX and innovation consultant. "I first met Julian over ten years ago when he was studying and improving the quality of passenger experience across the skies. His understanding of the detail needed to get the right experience impressed me and we've stayed in touch since." - Christopher Brooks, CEO Lexden CX Consultancy ServicesJulian brings his unique background, from airline passenger experience to strategic design, to explore why the hiring process feels broken for both job seekers and employers. Discover why aligning expectations is key, and how a proactive career mindset can transform individual journeys. Julian dives into the hidden power dynamics of recruitment, revealing why transparency (like sharing interview questions upfront!) could revolutionise how companies attract top talent. This episode offers powerful insights for anyone navigating the job market or building customer-centric teams. Tune in to understand the science behind creating a better candidate experience.If you wish to connect with Julian, you can find him here. https://www.linkedin.com/in/julianlukaszewicz/. He is always happy to speak with candidates, or those looking to recruit them.

In the latest episode of the Customer Experience Podcast Series, Global Head of CX, Tina Lilje, joins us to share her learned and well earned experience in customer experience leadership. With a global remit in the healthcare division at Philips, Tina has established the importance and the governance for customer centricity. In discussion with CX Superheroes podcast host Christopher Brooks, they discuss the career path of a CX professional, why we do it, and what good outcomes look like. The examples and experience share are a gold mine of insights, ideas and inspiration for any up and coming CX professional. And for those who hold senior positions you will be able to resonate with the realities of 'lonely leadership' Tina refers to. Tina is one of those voices you wish was heard more often, but such is her commitment to embedding customer centricity in the organisation we were grateful to grab this rare interview. So please take notes. I promise you something Tina shares you will use within a week. 

You can not switch on your computer or smart phone without having an AI solution promising to change your ways of working presented to you. So does a topic which is moves from top billing to bargain basement and back again daily need another podcast? Well yes, if the discussion on AI is one which isn't being addressed; readiness. Of a 100 companies, 99 are rushing forward and testing AI live in front of their customers. Some examples of hugely inappropriate outcomes from AI are demonstrating the technology in the wrong hands, or untested, can destroy in minutes what CX specialists in a business have taken years to build up.Your CX Superheroes podcast host, Christopher Brooks, invited brothers Umberto and Vittorio Padovano, co-founders of Destination AI to bring some balance to the discussion. After discussing their business start up idea in 2023 when in Monaco, we've kept track on their journey. Now, open for business, and with clients, they have developed a 'readiness' assessment to help organisations understand where they are on their journey of incorporating AI in to their business ecosystems.What they are finding is that there is still a naive emphasis from many on just 'commercialising' AI. There assessment and recommendation report is helping clients move on top optimising the wider benefits of AI. To hear what these are and the mistakes others are making....which is extremely useful if you are on that journey, listen in to the latest episode. If it's a topic of further interest connect with Umberto and Vittorio through LinkedIn.  https://www.linkedin.com/in/umberto-padovano-2999411a5/ https://www.linkedin.com/in/vittorio-padovano-47835a20a/

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.

David Greenberg's new biography, John Lewis: A Life, chronicles the remarkable story of the civil rights activist and congressman. Professor Kenneth Mack of Harvard University joins Greenberg for a discussion of Lewis' life and impact on American history, whose heroism during the Civil Rights Movement helped inspire America's new birth of freedom. Lana Ulrich, vice president of content and senior counsel at the National Constitution Center, moderates. Additional Resources 2016 Liberty Medal Ceremony in honor of Representative John Lewis David Greenberg, John Lewis: A Life (2024) “Rep. John Lewis on MLK and ‘Good Trouble,'” Live at the National Constitution Center podcast (Jan. 2020) Boynton v. Virginia (1960) Civil Rights Era documents selected by Kenneth Mack and Christopher Brooks, NCC Founders' Library Kenneth Mack, Representing the Race: The Creation of the Civil Rights Lawyer (2012) Brown v. Board of Education (1954) Bayard Rustin, “From Protest to Politics: The Future of the Civil Rights Movement” Voting Rights Act (1965) John Lewis, Remarks at the opening of the National Museum of African American History and Culture (2016) Stay Connected and Learn More Questions or comments about the show? Email us at programs@constitutioncenter.org Continue the conversation by following us on social media @ConstitutionCtr. Sign up to receive Constitution Weekly, our email roundup of constitutional news and debate. Subscribe, rate, and review wherever you listen. Join us for an upcoming live program or watch recordings on YouTube. Support our important work. Donate

Today's speaker is Christopher Brooks, Senior Pastor of Woodside Bible Church in Detroit, MI. Pastor Brooks continues his 2-day series, declaring that God's forgiveness compels us to go to the unreached. His text is Isaiah 6:5-7.

Today's speaker is Christopher Brooks, Senior Pastor of Woodside Bible Church in Detroit, MI. In this first message of a 2-day series, Pastor Brooks looks at Isaiah 6:1-4, and declares that God's glory compels us to go and tell the world about Him.

In this classic episode, Dr. Darrell Bock and Christopher Brooks discuss the challenges and opportunities of urban ministries in diverse and ethnic neighborhoods. Learn more about your ad choices. Visit podcastchoices.com/adchoices

In this classic episode, Dr. Darrell Bock and Christopher Brooks discuss the challenges and opportunities of…

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. 

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/. 

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. 

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.

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.   

Can you be a double CX Superhero? With Prof Dr Phil Klaus we believe so because this is his second invitation to guest on the Customer Experience Superhero podcast. This time host Christopher Brooks gets the opportunity to find out more about the man behind the best seller, Measuring Customer Experience. Almost 10 years after publication, it is still seen by many as the ultimate book on CX measurement. Phil is the latest author to guest on Lexden's CX Book Club.  And as has become the tradition, we spend time discovering where the inspiration to create the book came from, how it jumped from an idea to a best seller, what the writing process has meant and the aspects of publishing less enjoyed. On accounts Phil is very frank and reveals some of the frustrations encountered along the way.Phil's book, which provides a methodology for measuring behavioural change from customer experiences is as relevant today as it was when it first hit the shelves. If you want to know more about the person behind the author, tune in.  

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/.

Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we're thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games.About Chris Brooks:Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over theoretical knowledge. His work with the CX World Games is a testament to his commitment to real-world impacts in the customer experience domain.Key Quotes:“We can do a lot more in CX by considering its social impact.” – Chris Brooks“The most precious resource for CX professionals is their time.” – Chris Brooks“Be conscious of where you set your compass in the CX journey.” – Chris BrooksWhy Listen:This episode is a treasure trove for anyone in the CX field – from novices to seasoned professionals. Chris' unique perspective on CX as a blend of art and science, combined with his experiences with the CX World Games, offers invaluable lessons and strategies.Don't miss out on this insightful conversation. Listen now, and if you find value in our content, please subscribe and share. Your support helps us bring more such CX insights to you. Follow the CX Goalkeeper Podcast for more episodes where we dissect the goals and strategies of leading CX practitioners and thinkers.Customer Experience, CX Leadership, Chris Brooks, CX World Games, Business Transformation, Podcast, CX Community, Customer Service, CX Innovation.Stay Connected:For more updates and episodes, follow us on your preferred podcasting platform and visit our website. https://www.cxgoalkeeper.com/podcast. Follow me on LinkedIn https://www.linkedin.com/in/gregorio-uglioni/ for regular transformation, leadership, and CX insights and discussions.Empowering your transformation journey with insights from the best in the field. That's the goal we keep at CX Goalkeeper Podcast.

Chris Brooks is a father, author and member of the US Army National Guard, after a 20 year career in the Army. In this special Veteran's Day (2023) episode Chris and Brandon discuss leadership, constructive criticism, leadership qualities and Chris' upcoming book. @cbrooks1224 @c.i.brooks_gassedup @bwholland32

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.

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. 

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. 

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. 

As Women's History Month and National Reading Month comes to a close, it's important to take a moment to reflect on the remarkable achievements of women throughout history. One woman whose story deserves recognition is Shirley Verrett, an African American opera singer who broke barriers in the music industry.Verrett's life and career are chronicled in the book "I Never Walk Alone: The Autobiography of Shirley Verrett," co-written by today's guest, Dr. Christopher A. Brooks. This inspiring memoir details Verrett's journey from her humble beginnings in Louisiana to her rise as one of the most celebrated opera singers of her time. Throughout her career, Verrett faced many challenges, including racism and discrimination. She was often told that she could not perform certain roles because of the color of her skin. Despite these obstacles, Verrett persevered, paving the way for future generations of African American singers.As an internationally-recognized biographer, Christopher Brooks has produced several book-length manuscripts including I Never Walked Alone: The Autobiography of an American Singer (with the late Shirley Verrett, John Wiley 2003 now available in Kindle version, 2011); Follow Your Heart: Moving with the Giants of Jazz, Swing and Rhythm and Blues (with Joe Evans, University of Illinois Press 2008; second paperback edition, February 2011), and Dangerous Intimacy: Ten African American Men with HIV (with Christopher Coleman, Linus Publications, June 2009). In "I Never Walk Alone," Verrett shares her struggles and triumphs with candor and grace. Her journey serves as a testament to the power of perseverance and the importance of breaking down barriers. The book is filled with behind-the-scenes tales of this diva's great performances, roles, and collaborations, offering insight into her stormy personal relationships as well as her private struggles and critical decisions. Featuring forewords by such figures as Luciano Pavarotti, Placido Domingo, Zubin Mehta, and Claudio Abbado, this richly detailed book paints a vivid picture of a magnificent survivor and an indelible artist known around the world as the black Maria Callas. Her story reminds us that, even in the face of adversity, we can achieve great things.Dr. Brooks provides valuable insight and context throughout the book. His contributions shed light on the cultural and historical significance of Verrett's accomplishments, and his collaboration with Verrett gives readers a deeper understanding of her story.As we celebrate the end of Women's History Month, let us remember the trailblazing women who have made a significant impact in their fields, like Shirley Verrett. Let us honor their achievements and continue to strive for a more equitable and just world for all.Become a Box Office Circle subscription member for access to the video with a presentation about the life of Shirley Verrett by Dr. Brooks!

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/

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. 

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. 

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. 

Mitch Harper and Matt Baiamonte get you ready for the 2022 BYU Football season with previews of each position. The guys take a look at the running backs group, led by Cal transfer Christopher Brooks and Lopini Katoa. They also look at the group of pass catchers, led by wide receivers Puka Nacua and Gunner Romney. See omnystudio.com/listener for privacy information.

Spencer and Jarom present the top BYU sports headlines. Christopher Brooks discusses his experience at BYU and season excitement. And later, David Hyte joins BYUSN to discuss season excitement and expectations for BYU Women's Volleyball.

Mitch Harper and Matt Baiamonte react to week one of Camp Kalani for the Cougar football team. The guys focus on the observations they made during practice from the offense, which left them with confidence across the board. Christopher Brooks, the transfer from Cal, was impressive behind a talented offensive line. See omnystudio.com/listener for privacy information.

BYU football running back coach Harvey Unga enters his third season leading the ball carriers at his alma mater. Mitch Harper caught up with Unga at Media Day to get insight into the room that will move forward without Tyler Allgeier. Also, BYU AD Tom Holmoe shared his preference on what he wants from Big 12 divisions. Subscribe to the Cougar Tracks Podcast! Apple: https://podcasts.apple.com/us/podcast/cougar-tracks/id1146971609 Google Play: https://kslsports.com/category/podcast_results/?sid=2035&n=Cougar%20Tracks Download the KSL Sports app Google: https://play.google.com/store/apps/details?id=com.bonneville.kslsports&hl=en_US iOS: https://apps.apple.com/us/app/ksl-sports/id1435930251 See omnystudio.com/listener for privacy information.

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/.

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.

Jarom and Dave are back with the top BYU headlines. They discuss Taysom Hill's new role on the New Orleans Saints with David Nixon. Jason Shepard talks spring football with BYU running back Christopher Brooks. And the top 5 BYU women's athletes.

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'

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/

Today's Co-Hosts: Ben Criddle (@criddlebenjamin) Subscribe to the Cougar Sports with Ben Criddle podcast:Apple Podcastshttps://itunes.apple.com/us/podcast/cougar-sports-with-ben-criddle/id996764363Google Podcastshttps://www.google.com/podcasts?feed=aHR0cHM6Ly93d3cuc3ByZWFrZXIuY29tL3Nob3cvMTM2OTkzOS9lcGlzb2Rlcy9mZWVkSpotifyhttps://open.spotify.com/show/7dZvrG1ZtKkfgqGenR3S2mPocket Castshttps://pca.st/SU8aOvercasthttps://overcast.fm/itunes996764363/cougar-sports-with-ben-criddle-byuSpreakerhttps://www.spreaker.com/show/cougar-sports-with-ben-criddleStitcherhttps://www.stitcher.com/s?fid=66416iHeartRadiohttps://www.iheart.com/podcast/966-cougar-sports-with-29418022TuneInhttps://tunein.com/podcasts/Sports-Talk--News/Cougar-Sports-with-Ben-Criddle-p731529/

This episode of the Market Pathways Podcast tackles the biggest problem facing device companies today: reimbursement. Ask medtech executives and investors the biggest change in the challenges currently confronting product companies compared with a decade ago and the overwhelming consensus response is that reimbursement has replaced regulatory as the biggest obstacle to successful commercialization. Dealing with the multiple elements of reimbursement - coding, coverage and payment - which involve a variety of public and private organizations, makes this a complex pathway for small and large companies alike, and that doesn't even begin to address international coverage. Our recent San Francisco Innovation Summit, held in November 2021, featured a reimbursement panel moderated by Stephen Levin, Market Pathways' Editor-in-Chief, that, rather than talking in hypothetical terms, highlighted perspectives from two companies with innovative cardiovascular technologies that have successfully navigated the reimbursement process, and an experienced consultant who has worked with many device companies to achieve payment for their products. The panelists were Christopher Brooks, Director of Healthcare Economics for Impulse Dynamics NV (implantable device for heart failure), Heather A. Brown, SVP of Market Access and Reimbursement for Heartflow Inc. (non-invasive coronary artery disease diagnosis), and Adi Renbaum, president of ANR Consulting. An excerpt from this discussion also appears in the January 2022 issue of Market Pathways. We hope you enjoy the podcast. View the latest issue of Market Pathways: https://bit.ly/2UEqmO9 View more podcast episodes: https://bit.ly/3AvBFrm About Market Pathways Your premium guide to global medical device regulation, reimbursement and policy. Market Pathways delivers incomparable intelligence exploring the people, challenges, and opportunities impacting the global medtech regulatory and reimbursement community. View the latest issue of Market Pathways on MyStrategist.com

Caleb and Jackson are back in Provo for their first show of 2022 to discuss the start of conference play for BYU men and women's basketball, along with how the additions of new transfer running backs Christopher Brooks and Houston Heimuli will bolster football's offense this fall.

Spencer and Jarom are joined by Lauren Gustin and Christopher Brooks, and reveal a big Plot Twist for Cougar Nation.

Today's Co-Hosts: Ben Criddle (@criddlebenjamin) Subscribe to the Cougar Sports with Ben Criddle podcast:Apple Podcastshttps://itunes.apple.com/us/podcast/cougar-sports-with-ben-criddle/id996764363Google Podcastshttps://www.google.com/podcasts?feed=aHR0cHM6Ly93d3cuc3ByZWFrZXIuY29tL3Nob3cvMTM2OTkzOS9lcGlzb2Rlcy9mZWVkSpotifyhttps://open.spotify.com/show/7dZvrG1ZtKkfgqGenR3S2mPocket Castshttps://pca.st/SU8aOvercasthttps://overcast.fm/itunes996764363/cougar-sports-with-ben-criddle-byuSpreakerhttps://www.spreaker.com/show/cougar-sports-with-ben-criddleStitcherhttps://www.stitcher.com/s?fid=66416iHeartRadiohttps://www.iheart.com/podcast/966-cougar-sports-with-29418022TuneInhttps://tunein.com/podcasts/Sports-Talk--News/Cougar-Sports-with-Ben-Criddle-p731529/

The Locked On Cougars Podcast for Thursday, January 6, 2022 Thursday;s show (released Wednesday evening) began with the news of two new running backs joining the BYU football program in Christopher Reeves and Houston Heimuli Jake Hatch then talked about the other six midyear enrollees that joined the Cougars this week, five of them being defensive players who figure to bolster the Cougars' defense Finally, news broke amidst Jake record of BYU standout wide receiver Gunner Romney announcing he will return to play for BYU in 2022 and is looking to break out in a big way Support Us By Supporting Our Locked On Podcast Network Sponsors! Built Bar - Built Bar is a protein bar that tastes like a candy bar. Go to BuiltBar.com and use promo code “LOCKEDON15,” and you'll get 15% off your next order.BetOnline.AG - There is only one place that has you covered and one place we trust to place our wagers. That's BetOnline! Sign up today for a free account at betonline.ag and use the promo code "LOCKEDON" for your 50% welcome bonus.NetSuite - Over twenty-eight thousand businesses already use NetSuite and RIGHT NOW for the new year NetSuite is offering a special, one-of-a-kind financing program to those ready to upgrade at NetSuite.com/LOCKED.Follow the Locked On Cougars podcast on Facebook, Instagram and Twitter to stay up-to-date with the latest with regards to the podcast and BYU sports news. Please remember to subscribe, rate and review the show. Also, please consider subscribing to the Yawk Talk Newsletter that Jake writes and is delivered directly to your email inbox.If you are interested in advertising with Locked On Cougars or the Locked On Podcast Network, please email us at LockedOnBYU@gmail.com or contact us here. Learn more about your ad choices. Visit podcastchoices.com/adchoices

The Locked On Cougars Podcast for Thursday, January 6, 2022 Thursday;s show (released Wednesday evening) began with the news of two new running backs joining the BYU football program in Christopher Reeves and Houston Heimuli Jake Hatch then talked about the other six midyear enrollees that joined the Cougars this week, five of them being defensive players who figure to bolster the Cougars' defense Finally, news broke amidst Jake record of BYU standout wide receiver Gunner Romney announcing he will return to play for BYU in 2022 and is looking to break out in a big way Support Us By Supporting Our Locked On Podcast Network Sponsors!  Built Bar - Built Bar is a protein bar that tastes like a candy bar. Go to BuiltBar.com and use promo code “LOCKEDON15,” and you'll get 15% off your next order. BetOnline.AG - There is only one place that has you covered and one place we trust to place our wagers. That's BetOnline! Sign up today for a free account at betonline.ag and use the promo code "LOCKEDON" for your 50% welcome bonus. NetSuite - Over twenty-eight thousand businesses already use NetSuite and RIGHT NOW for the new year NetSuite is offering a special, one-of-a-kind financing program to those ready to upgrade at NetSuite.com/LOCKED. Follow the Locked On Cougars podcast on Facebook, Instagram and Twitter to stay up-to-date with the latest with regards to the podcast and BYU sports news. Please remember to subscribe, rate and review the show. Also, please consider subscribing to the Yawk Talk Newsletter that Jake writes and is delivered directly to your email inbox. If you are interested in advertising with Locked On Cougars or the Locked On Podcast Network, please email us at LockedOnBYU@gmail.com or contact us here. Learn more about your ad choices. Visit podcastchoices.com/adchoices

Today's Co-Hosts: Ben Criddle (@criddlebenjamin) Subscribe to the Cougar Sports with Ben Criddle podcast:Apple Podcastshttps://itunes.apple.com/us/podcast/cougar-sports-with-ben-criddle/id996764363Google Podcastshttps://www.google.com/podcasts?feed=aHR0cHM6Ly93d3cuc3ByZWFrZXIuY29tL3Nob3cvMTM2OTkzOS9lcGlzb2Rlcy9mZWVkSpotifyhttps://open.spotify.com/show/7dZvrG1ZtKkfgqGenR3S2mPocket Castshttps://pca.st/SU8aOvercasthttps://overcast.fm/itunes996764363/cougar-sports-with-ben-criddle-byuSpreakerhttps://www.spreaker.com/show/cougar-sports-with-ben-criddleStitcherhttps://www.stitcher.com/s?fid=66416iHeartRadiohttps://www.iheart.com/podcast/966-cougar-sports-with-29418022TuneInhttps://tunein.com/podcasts/Sports-Talk--News/Cougar-Sports-with-Ben-Criddle-p731529/

BYUSN Hosts Jarom Jordan and Spencer Linton discuss whether we should expect the BYU offense to be as productive or maybe even better than last season? Cam Mellor joins to discuss his view on Jaren Hall, possible improvements, Tyler Allgeier, Christopher Brooks, and Zach Wilson. Jarom and Spencer discuss Gunner Romney, Houston Heimuli, and Real Salt Lake. Guard Young joins to discuss filling the holes and new stars. Jarom and Spencer discuss BYUSN Double Down Predictions and the Question of the Day.

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. 

Join Nancy and Drew this week as they discuss the world's worst camp counselor; a man with a hidden past who certainly did more horrible things than we know of.

Matt Waldman's RSP Quick Game with Mark Schofield discuss the viability of benching an injured Baker Mayfield, the contrasting coaching and team-building of the Patriots and Ravens, and a game of "That Good/That Bad." Candidates to emerge in December as a players of note. Teams sneaking up on the NFL fan base. Positive thoughts about a player we've been critical of. What does Bill Belichick do diefferently to prepare his team from his NFL peers? How does this contrast with a team like the Ravens? That Good or That Bad: Cordarelle Patterson/Jaguars defense, DeSean Jackson/Anthony Brown, Tua Tagovailoa/Carolina's defense, and Justin Herbert/Denver's defense. Should Case Keenum be starting over an injured Baker Mayfield or is this as ridiculous as Kevin Stefanski tried to frame it as a way of having the back of his starter? College players of note: Ahmad Sauce Gardner, Christopher Brooks, and Anais Smith The area of football writing that interests us the least. Lessons learned on the job. For the most in-depth analysis of offensive skill players available (QB, RB, WR, and TE), download the 2021  Rookie Scouting Portfolio for $21.95.   Matt's new RSP Dynasty Rankings and Two-Year Projections Package is available for $24.95 If you're a fantasy owner and interested in purchasing past publications for $9.95 each, the 2012-2020 RSPs also have a Post-Draft Add-on that's included at no additional charge.   Best yet, a proceeds from sales are set aside for a year-end donation to Darkness to Light to combat sexual abuse.

The CX Goalkeeper had a smart discussion with Christopher BrooksChristopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.My learnings:CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success CXWG 2021 is starting in May 2021 Christopher's chapter in the book Customer Experience 2 is about measuring behavioral changesThere are 25 CX drivers which are able to replicate 90% of the decision-making processThe EXQ (Experience Quality) method identifies what customer experiences drive a brand's customers' share of categoryThe MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What the organization is best at delivering. Additionally, it helps to find the drivers that make the customers come back to you because of these drivers (as a key differentiator) His book suggestion:Customer Empathy, Alex Allwood (the last book discussed at the Limetropy book club) Christopher's gold nugget: "in customer experience we are in service. We are looking to achieve better outcomes for other people, not ourselves, we are not part of the equation"How to contact Christopher:https://www.linkedin.com/in/christopher-brooks-1425b7a/https://clientship.com/https://www.limetropy.com/the-customer-experience-world-games-2021/Thank you Christopher!#customerexperience #leadership #innovation #transformation