Customer Experience Superheroes
78 episodes - English - Latest episode: 3 months ago -Insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their status. Either they define best in class or are pushing the boundaries for the next generation of customer experience.
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Episodes
Customer Experience Superheroes - Series 12 Episode 4 - Measuring Customer Experience - Prof Dr Phil Klaus
February 09, 2024 20:00 - 40 minutes - 28 MBCan 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 trad...
Customer Experience Superheroes - Series 12 Episode 3 - Goal Setting in CXManagement - Sophie Hedestad
January 30, 2024 16:00 - 40 minutes - 27.8 MBIn 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 organi...
Customer Experience Superheroes - Series 12 Episode 2 - CX Design - Ricardo Sultz Gulko
November 02, 2023 13:00 - 48 minutes - 33.7 MBThere 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. Rica...
Customer Experience Superheroes - Series 12 Episode 1 - Do B2B Better - Jim Tincher
September 14, 2023 14:00 - 40 minutes - 27.8 MBWe 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) whi...
Customer Experience Superheroes - Series 11 Episode 4 - The Human Experience - John Sills
June 29, 2023 17:00 - 43 minutes - 29.7 MBJohn 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 id...
Customer Experience Superheroes - Series 11 Episode 3 - Employee Engagement Drivers - Nicole Kyle
May 24, 2023 18:00 - 36 minutes - 25.3 MBThere 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 Custo...
Customer Experience Superheroes - Series 11 Episode 2 - People before Profits with Annette Franz
May 03, 2023 12:00 - 32 minutes - 22.4 MBThere 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 trans...
Customer Experience Superheroes - Series 11 Episode 2 - People before Profits - Annette Franz
May 03, 2023 12:00 - 32 minutes - 22.4 MBThere 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 trans...
Customer Experience Superheroes - Series 11 Episode 1 - CX & Consumer Duty - James Edmonds
April 04, 2023 13:00 - 42 minutes - 29.4 MBIn 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 D...
Customer Experience Superheroes - Series 10 Episode 4 - Exploring the Customer-centric mindset - Piotr Wojciechowski
February 22, 2023 20:00 - 34 minutes - 23.8 MBEvery 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 wor...
Customer Experience Superheroes - Series 10 Episode 3 - Adam Alfia - Putting customer insights in the hands of operations
January 27, 2023 12:00 - 34 minutes - 23.4 MBThe 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 high...
Customer Experience Superheroes - Series 10 Episode 2 - NLP connecting us to what matters
January 06, 2023 15:00 - 24 minutes - 17.1 MBThe 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 o...
Customer Experience Superheroes - Series 10 Episode 1 - Customer Journey Management
November 07, 2022 22:00 - 38 minutes - 26.4 MBIn 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 th...
Customer Experience Superheroes - Series 9 Episode 4 - CX4Good Special - Playing games to make a difference
October 06, 2022 16:00 - 42 minutes - 28.9 MBNow 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 an...
Customer Experience Superheroes - Series 9 Episode 3 - Customer Insight Led Product Innovation with Matt Young
May 07, 2022 19:00 - 41 minutes - 28.7 MBSpeaking 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 bu...
Customer Experience Superheroes - Series 9 Episode 2 - Refugee Experience with Elena Rozanova
April 16, 2022 16:00 - 14 minutes - 9.76 MBElena 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 n...
Customer Experience Superheroes - Series 9 Episode 2 - Refugee Experience with Elena Rozanova
April 16, 2022 16:00 - 14 minutes - 9.76 MBElena 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 n...
Customer Experience Superheroes - Series 9 Episode 1 - Winning on Purpose with Fred Reichheld
March 13, 2022 21:00 - 51 minutes - 35.5 MBFred 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 acros...
Customer Experience Superheroes - Series 8 Episode 4 - The start up's perfect CX mindset - Kelly Mukhida
February 09, 2022 18:00 - 35 minutes - 24.7 MBAs 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 understa...
Customer Experience Superheroes - Series 8 Episode 3 - From Impressed to Obsessed with Jon Picoult
December 31, 2021 19:00 - 38 minutes - 26.4 MBWelcome 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 recogn...
Customer Experience Superheroes - Series 8 Episode 2 - Charity Experience Masterclass with Ashley Jones
November 26, 2021 20:00 - 43 minutes - 30.2 MBAshley 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 Christopher Brooks...
Customer Experience Superheroes - Series 8 Episode 2 - Charity Experience Masterclass with Ashley Jones
November 26, 2021 20:00 - 43 minutes - 30.2 MBAshley 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 Christopher Brooks...
Customer Experience Superheroes - Charity Experience Masterclass - Ashley Jones
November 26, 2021 20:00 - 43 minutes - 30.2 MBAshley 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 Chris...
Customer Experience Superheroes - Series 8 Episode 1 - Humanised Customer Experience with expert Miles C. Thomas
November 10, 2021 21:00 - 33 minutes - 22.8 MBThe 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 cha...
Customer Experience Superheroes - Series 7 Episode 4 - Abundance v Scarcity mindset in CX with John D. Hanson
July 28, 2021 20:00 - 30 minutes - 20.9 MBIn 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...
Customer Experience Superheroes - Series 7 Episode 3 - Purpose and Quality in Retail Experience with expert Ian Scott
July 19, 2021 21:00 - 34 minutes - 23.7 MBIan 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 trans...
Customer Experience Superheroes - Series 7 Episode 2 - CX in the SME Community with Claire Radbourne
April 10, 2021 20:00 - 31 minutes - 21.7 MBChristopher Brooks' 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 ...
Customer Experience Superheroes - Series 7 Episode 1 - Make People Matter with Victoria Taylor
March 25, 2021 20:00 - 28 minutes - 19.7 MBChristopher Brooks' 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 enga...
Customer Experience Superheroes - Series 6 Episode 4 - Meet the CX goalkeeper, Gregorio Uglioni
March 07, 2021 21:00 - 40 minutes - 27.9 MBChristopher Brooks' 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 c...
Customer Experience Superheroes - Series 6 Episode 4 Meet CX's Gregorio Uglioni
March 07, 2021 21:00 - 40 minutes - 27.9 MBClientship'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...
Customer Experience Superheroes - Series 6 Episode 3 Public Service CX v Corporate CX
February 07, 2021 17:00 - 35 minutes - 24.4 MBIn 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 whe...
Customer Experience Superheroes - Series 6 Episode 3 - Public Service CX v Corporate CX with Gunjan Allen
February 07, 2021 17:00 - 35 minutes - 24.4 MBIn this episode 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, global CX consultant and mentor, Gunjan discusses the criteria of successful leaders in CX, and th...
Customer Experience Superheroes - Series 6 Episode 2 - Customer Service Upgraded with Bryan Horn
January 24, 2021 18:00 - 42 minutes - 29.5 MBEach episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover 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 thems...
Customer Experience Superheroes - Series 6 Episode 2 Customer Service Upgraded
January 24, 2021 18:00 - 42 minutes - 29.5 MBEach 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 Client...
Customer Experience Superheroes - Series 6 Episode 1 - Micro CX moments and so much more with Jeannie Waters
December 21, 2020 13:00 - 40 minutes - 27.7 MBChristopher Brooks' 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. Global CX consultant and mentor, Christopher Brooks discusses an array of customer-centric topics with Jeannie. They exchange ideas on customer strategy, leadership and programme design. Christopher reveals how the early work of Jeannie has influenced his thinking on...
Customer Experience Superheroes - Series 6 Episode 1 Micro CX moments and so much more
December 21, 2020 13:00 - 40 minutes - 27.7 MBThe 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, Jean...
Customer Experience Superheroes - Series 5 Episode 4 - Meaningful Membership Experience with Steve Devine
December 07, 2020 21:00 - 27 minutes - 18.7 MBIn 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, ...
Customer Experience Superheroes - Series 5 Episode 4 Meaningful Membership Experience
December 07, 2020 21:00 - 27 minutes - 18.7 MBIn 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, ...
Customer Experience Superheroes - Series 5 Episode 3 - Sustained Employee Engagement with Shane Goldberg
November 12, 2020 20:00 - 27 minutes - 19.2 MBChristopher Brooks' 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 ...
Customer Experience Superheroes - Series 5 Episode 3 - Sustained Employee Engagament
November 12, 2020 20:00 - 27 minutes - 19.2 MBClientship'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 ...
Customer Experience Superheroes - Series 5 Episode 2 - Adrian Swinscoe's CX Punking it
November 02, 2020 20:00 - 49 minutes - 33.9 MBClientship'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 writ...
Customer Experience Superheroes - Series 5 Episode 2 - CX 'punking' it with Adrian Swinscoe
November 02, 2020 20:00 - 49 minutes - 33.9 MBChristopher Brooks' 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, global CX consultant and mentor Christopher Brooks is in conversation with the renowned CX influencer Adrian Swinscoe. Adrian leaves an impression on those he deals with. One which makes them think again about CX, from his no-nonsense pe...
Customer Experience Superheroes - Series 5 Episode 1 - Leadership v Management in CX with Steve Bederman
October 09, 2020 17:00 - 29 minutes - 20.5 MBIn this episode CX Superheroes 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 business and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and t...
Customer Experience Superheroes - Series 5 Episode 1 Leadership v Management in CX
October 09, 2020 17:00 - 29 minutes - 20.5 MBIn 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 man...
Customer Experience Superheroes - Series 4 Episode 4 Inside your Customer's Imagination
September 28, 2020 11:00 - 28 minutes - 19.8 MBWe 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 commi...
Customer Experience Superheroes - Series 4 Episode 4 - Inside your customer's imagination with Chip Bell
September 28, 2020 11:00 - 28 minutes - 19.8 MBWe speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences. CX global specialist, 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 custom...
Customer Experience Superheroes - Series 4 Episode 3 From Customer Service to Customer Care
September 12, 2020 12:00 - 38 minutes - 26.4 MBNick 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 particu...
Customer Experience Superheroes - Series 4 Episode 3 - From Customer Service to Customer Care with Nick Lygo-Baker
September 12, 2020 12:00 - 38 minutes - 26.4 MBNick 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 global CX consultant and mentor Christopher Brooks, host of the CX Superheroes podcast series, they discuss ...
Customer Experience Superheroes - Series 4 Episode 2 - A wake up call for CX Professionals
August 13, 2020 11:00 - 37 minutes - 25.8 MBIn 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...
Customer Experience Superheroes - Series 4 Episode 2 - A wake up call for CX Professionals with Nate Brown
August 13, 2020 11:00 - 37 minutes - 25.8 MBIn 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...