Customer Experience Superheroes

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.

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.

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/.

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.

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.