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Customer Experience Superheroes

Christopher Brooks

59 episodes

2 months ago

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 ...

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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 ...

Show more...

Episodes (20/59)

Customer Experience Superheroes

CX Superheroes podcast - Series 15 Episode 3 - Building a CX Culture from the inside out - Paula Brazier

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 ...

3 months ago

40 minutes

Customer Experience Superheroes

CX Superheroes podcast - Series 15 Episode 2 - Candidate Experience - Julian Lukaszewicz

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 nee...

3 months ago

50 minutes

Customer Experience Superheroes

CX Superheroes podcast - Series 15 Episode 1 - Leading CX at Sclae - Tina Lilje

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...

5 months ago

49 minutes

Customer Experience Superheroes

CX Superheroes podcast - Series 14 Episode 4 - Human Centric Research - Agnieszka Mroczek - MD at GEKO

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 cr...

5 months ago

33 minutes

Customer Experience Superheroes

CX Superheroes podcast - Series 14 Episode 3 - Optimising not Commercialising AI - Umberto and Vittorio Padovano

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 demonstr...

6 months ago

34 minutes

Customer Experience Superheroes

CX Superheroes podcast - Series 14 Episode 2 - The Power of Personal Connection in Business - Patrick McCullough

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...

6 months ago

50 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 14 - Episode 1 - Eric Vermillion - How technology can enable better customer outcomes

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 perspecti...

1 year ago

37 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 13 Episode 4 -AI Powered Customer Support - Devashish Mamgain

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 t...

1 year ago

35 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 13 Episode 3 - Failing Forward: CX Lessons Learned - Friederike Niehoff & Aleksandra Pilniak

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 so...

1 year ago

49 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 13 Episode 2 - Using data to decode customer behaviour - Richard Hammond

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 da...

1 year ago

52 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 13 Episode 1 - CX Management Training - Michael Brandt

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 ...

1 year ago

31 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 12 Episode 4 - Measuring Customer Experience - Prof Dr Phil Klaus

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...

1 year ago

40 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 12 Episode 3 - Goal Setting in CXManagement - Sophie Hedestad

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 organis...

1 year ago

40 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 12 Episode 2 - CX Design - Ricardo Sultz Gulko

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 gia...

2 years ago

48 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 12 Episode 1 - Do B2B Better - Jim Tincher

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) whic...

2 years ago

40 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 11 Episode 4 - The Human Experience - John Sills

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 th...

2 years ago

43 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 11 Episode 3 - Employee Engagement Drivers - Nicole Kyle

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 Custom...

2 years ago

36 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 11 Episode 2 - People before Profits - Annette Franz

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 transf...

2 years ago

32 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 11 Episode 1 - CX & Consumer Duty - James Edmonds

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 Consum...

2 years ago

42 minutes

Customer Experience Superheroes

Customer Experience Superheroes - Series 10 Episode 4 - Exploring the Customer-centric mindset - Piotr Wojciechowski

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...

2 years ago

34 minutes