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 v ..read more

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 ju ..read more

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 u ..read more

In the latest episode of the CX Superheroes, Christopher Brooks, host and MD of Lexden CX speaks with Sophie Hedested, 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 disc ..read more

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 better appreciation of the various components of 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 with international technology giants; Ricardo Sultz Gulko from Eglobalis Information. Ricardo has worked with some of the world's biggest brands helpin ..read more

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 cha ..read more

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 Su ..read more

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 Customer Management Practice which has identified the primary drivers of employee engagement. This golden sou ..read more

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 Consumer Duty.  The discussion broadens out to the impact of regulatory governance on customer experien ..read more

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 metho ..read more