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Customer Experience Superheroes
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.
Episodes
53 episodes
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...
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Season 14
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Episode 1
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37:26
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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 ser...
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Season 13
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Episode 4
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35:38
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....
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Season 13
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Episode 3
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49:36
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 Supe...
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Season 13
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Episode 2
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52:31
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 colleagu...
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Season 13
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Episode 1
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31:26
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 t...
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Season 12
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Episode 4
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40:45
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...
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Season 12
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Episode 3
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40:23
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 ...
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Season 12
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Episode 2
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48:59
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 Boo...
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Season 12
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Episode 1
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40:26
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...
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Season 11
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Episode 4
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43:08
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 p...
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Season 11
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Episode 3
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36:43
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 t...
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Season 11
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Episode 2
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32:36
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 a...
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Season 11
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Episode 1
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42:46
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 ...
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Season 10
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Episode 4
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34:31
Customer Experience Superheroes - Series 10 Episode 3 - Adam Alfia - Putting customer insights in the hands of operations
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 experien...
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Season 10
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Episode 2
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34:03
Customer Experience Superheroes - Series 10 Episode 2 - NLP connecting us to what matters
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 ...
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Season 10
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Episode 2
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24:53
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Customer Experience Superheroes - Series 10 Episode 1 - Customer Journey Management
In this episode of the Customer Experience Superheroes podcast we meet Jochem Van de Veer, CEO of They Do. Host Christopher Brooks speaks with Jochem about the progression from Customer Journey mapping, a recognised practice for identifying cus...
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Season 10
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Episode 1
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38:25
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Customer Experience Superheroes - Series 9 Episode 4 - CX4Good Special - Playing games to make a difference
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, worki...
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Season 9
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Episode 4
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42:00
Customer Experience Superheroes - Series 9 Episode 3 - Customer Insight Led Product Innovation with Matt Young
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 s...
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Season 9
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Episode 3
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41:41
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Customer Experience Superheroes - Series 9 Episode 2 - Refugee Experience with Elena Rozanova
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...
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Season 9
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Episode 2
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14:09
Customer Experience Superheroes - Series 9 Episode 1 - Winning on Purpose with Fred Reichheld
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 man...
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Season 9
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Episode 1
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51:38
Customer Experience Superheroes - Series 8 Episode 4 - The start up's perfect CX mindset - Kelly Mukhida
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 spo...
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Season 8
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Episode 4
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35:54
Customer Experience Superheroes - Series 8 Episode 3 - From Impressed to Obsessed with Jon Picoult
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 B...
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Season 8
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Episode 3
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38:20
Customer Experience Superheroes - Series 8 Episode 2 - Charity Experience Masterclass with Ashley Jones
Ashley Jones is an incredible individual. As the founder of Love Not Lost, a bereavement charity which helps families when a loved one passes, by creating enduring memories, she is more than making her lif...
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Season 8
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Episode 2
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43:53
Customer Experience Superheroes - Series 8 Episode 1 - Humanised Customer Experience with expert Miles C. Thomas
The Customer Experience Superheroes podcast is back for series 8. So we are delighted to kick the series off with someone who those in the know of CX, know as an expert in customer service; Miles C. Thomas. As someone who has an enviable career...
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Season 8
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Episode 1
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33:11
