Customer Experience Superheroes

Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches.
Global CX consultant, mentor and host Christopher Brooks interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX.
In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions.
As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops.
We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements.
Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2.
To order the book, visit Amazon. And if you'd like to contact Sirte about booking a Lego Serious Play session, visit https://www.shirute.com/.

We 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 customers commitment to a company because of the collaboration activity.
Chip unpacks 'eccentric listening' and other techniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.
Whether you are a corporate or an SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions.
Chips book is available now via Amazon and other bookstores

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 source unlocks the secrets of how to structure an effective employee engagement programme. There are few with more relevant credentials than Nicole as becomes evident when you hear the most authentic discussion on this topic you could wish to hear

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 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 recognised across the globe. And now he shares his stories from his travels in a structured book focussing on how to evolve impressive CX to an obsessive culture driven by great customer experiences. In conversation with Christopher Jon unpacks several of the 'Principles' and shares exceptional examples to make real what is often deemed too theoretical. It is a great framework and a must have for anyone pursuing better outcomes for their customers. Available via Amazon https://www.amazon.co.uk/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X, it is a must have inclusion on the CX book shelf for the self taught and for those experienced practitioners seeking fresh examples of excellence.
Jon's easy style of story telling explains why he is a firm favourite on the CX event circuit. Tune in here and get a front row seat to a wealth of learning with Jon at the CX Superheroes podcast. Jon Picoult ca be found on LinkedIn if you wish to connect with the author.

In this episode I showcase 10 organisational responses using customer/employee/community experience to make a difference in a crisis.
From Amazon to Louis Vuitton, from Netflix to Pret I detail various endeavours and explore the value of them and to who.
These are demonstrating the adaptable nature of strong CX programme management and will act as inspiration, as well as idea sets to all.
My name is Christopher Brooks, a practicing global CX consultant and mentor with over 15 years CX transformation programme experience behind me.