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Customer Experience Superheroes

Christopher Brooks

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.

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Top 10 Customer Experience Superheroes Episodes

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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, working in teams to positively compete and provide the best solutions for the charities.
Until now it's been thought that the main benefactors were the charities who get all the ideas. However, when we met Ravi Shankar and Sandip Gupta, regular players and seriously talented CXers who commit to making a difference through CX, it is clear that the playing community learn and develop from this unique experience.
In conversation with host Christopher Brooks, hear how the CXWG has made an impact on the lives of the playing community as well as the charities the games is designed to improve outcomes for.

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10/06/22 • 42 min

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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 shares his ideas and ideals for customer insight led innovation.
As CEO of UserVoice, Matt has a lifetime of firsthand experience dealing with innovation designed insight. To paraphrase a famous football manager, he may not be the best in the world but he's certainly in the top one. As a self confessed introvert, the inner confidence of years of working closely with clients and customers to create new product innovations comes through.
It's a direction of travel which has awakened progressive organisations across the globe to collect and democratise customer insight to develop product and service propositions.
If you like what you hear, feel free to connect with Matt on LinkedIn as he's offered to respond to any question you have. After all, he acknowledges that feedback is a gift and should always be responded to. Contact him on https://www.linkedin.com/in/mattcyoung/.

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05/07/22 • 41 min

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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 record this extra episode which captures her observations from the experience of refugees. Elena shares her vision for what more could be done by the CX world to help those struggling to support refugees the world over.
Listen in to understand the experience none of us want to go through and hear Elena's insightful observations and ideas for helping refugees facing uncertain futures.
Hosted by Christopher Brooks.

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04/16/22 • 14 min

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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 many organisations across the globe understanding what it is they do to make their customers want to stay with them and encourage others to join them too; the true meaning of loyalty as Fred puts it.
Despite NPS being adopted by every industry and across the globe, Fred remains restless. With the majority of those using NPS not gaining the full potential. To address this Fred has written an incredibly generous book, 'Winning on Purpose' which not only lays down the formula for measuring commercial gain from customer experience, but also shares a lifetime of experiences with some of the most successful brands on the planet.
In conversation with Lexden's CX's Christopher Brooks, Fred unpacks his manifesto from Winning on Purpose for enriching people's lives and encouraging more love in business. A tour de force, with a pedigree track record this podcast is a must for any CXer, as is Fred's latest book, Winning on Purpose'

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03/13/22 • 51 min

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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 spotted a gap in the 'tasting/catering/delivery' market (it is such as good spot its not properly defined yet), Kelly explains how Delli's 'customer first' strategy is authentic, because they are building up from scratch. Unlike competitors who have to understand how long it will take to migrate, or which of their cash cows will need to be sacrificed to be customer led, Delli does not have this distraction.
As you listen to Kelly, you will be envious of her 'no compromise' approach to putting customers, and their enjoyment of Delli, ahead of everything. From the world of corporate CX, Kelly explains how the freedom of a start up has allowed her to be creative and courageous.
The sound of the business being literally built in the background adds to the fever pitch atmosphere which Kelly clearly thrives in.
If you would like to connect with Kelly, she's happy to do so on LinkedIn https://www.linkedin.com/in/kelly-mukhida-8288a816/

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02/09/22 • 35 min

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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.

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12/31/21 • 38 min

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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 life a meaningful one in society.
The way Ashley runs the charity provides an exceptional experience for donors (the Heartbeat), benefactors, photographers (tune in to hear how they fit in), volunteers and board members is breathtaking.
Listen to the podcast, hosted by Christopher Brooks, and you will be taken on a masterclass in charity experience. Already a TEDx speaker and featured on BBC podcasts, Ashley is a source of learning for others. From finding your true north and applying it to everything you do to 'celebrating the success of others as your progress'. Ashley covers all the bases despite not coming from a customer experience background.
As is always the case with Ashley's generosity, she gives all her tips away. But if you really want to know how good the experience is, sign up. Make http://LoveNotLost.org your, 'Giving Tuesday' extra cause. You can connect with Ashley on LinkedIn if you want to be in touch with this inspirational maverick, making a difference to so many people's lives.

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11/26/21 • 43 min

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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 in leading customer service functions, Miles shares his views with host, Christopher Brooks, on the importance of human experience in business today.
Miles explains the secret of the untapped value customer service agents can bring to accelerate change and improvements on behalf of customers. Also up for discussion is how customers expectations have changed since the pandemic leading to the acceleration of 'CX for Good'.
Miles is co-author of the latest Customer Experience Book 3, a series pulled together by Naeem Arif. To connect with Miles on LinkedIn click https://www.linkedin.com/in/milesct/.

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11/10/21 • 33 min

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In this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX.
In conversation with host, with Christopher Brooks, John shares his experiences of leadership in customer experience explaining the binary principle of the Abundance mindset versus the Scarcity mindset. He explains how Generation Y and Millenniums deselect organisations who survive on a scarcity mindset because it doesn't allow individuals to add value and make a difference and how this is now as important as the pay cheque for a new generation of workers.
If you lead or support leaders in customer experience, this is a must listen to understand how and why approaches to leadership need to evolve.

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07/28/21 • 30 min

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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 customer pain points and new opportunities, to Customer Journey Management, where the emphasis shifts to action to be achieved from mapping.
In conversation they discuss the shortfalls of the way many are coached to developed customer journey maps, and the impact and positive impression on senior management which 'managing' customer journeys can achieve beyond just mapping.

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11/07/22 • 38 min

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FAQ

How many episodes does Customer Experience Superheroes have?

Customer Experience Superheroes currently has 46 episodes available.

What topics does Customer Experience Superheroes cover?

The podcast is about Marketing, Management, Experience, Podcasts, Business and Strategy.

What is the most popular episode on Customer Experience Superheroes?

The episode title 'Customer Experience Superheroes - Series 9 Episode 4 - CX4Good Special - Playing games to make a difference' is the most popular.

What is the average episode length on Customer Experience Superheroes?

The average episode length on Customer Experience Superheroes is 34 minutes.

How often are episodes of Customer Experience Superheroes released?

Episodes of Customer Experience Superheroes are typically released every 26 days, 8 hours.

When was the first episode of Customer Experience Superheroes?

The first episode of Customer Experience Superheroes was released on Nov 20, 2019.

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