Customer Experience Superheroes

Sep 20 2024 53 ep. 34 mins 8
Customer Experience Superheroes Podcast artwork

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.

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

Sep 20 2024 37 mins  
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 wor

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

Jul 30 2024 35 mins  
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 knowl

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

Jun 09 2024 49 mins  
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

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

May 28 2024 52 mins  
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

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

Apr 12 2024 31 mins  
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

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

Feb 09 2024 40 mins  
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 bo

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

Jan 30 2024 40 mins  
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 progres

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

Nov 02 2023 48 mins  
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

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

Sep 14 2023 40 mins  
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 inc

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

Jun 29 2023 43 mins  
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 h