Chris John de Souza

Chris & Greg's World of Customer Experience

Technology EN ↓ 4 episodes

What happens when two industry veterans with decades of "in the trenches" experience start venting about their own customer service stories? A podcast is born. Join Chris de Souza and Greg Thomas as they bridge the gap between the old-school contact centre and today’s tech-driven landscape. They’ve seen it all—from the first desk phones to the AI revolution—and they’re here to break down why the human element still matters in a world of algorithms. Part industry deep-dive, part relatable "ramblings" of two CX stalwarts, this series features expert guests, honest critiques, and a behind-the-cur...

Author

Chris John de Souza

Episodes

Chris and Greg with Special Guest Katie Stabler 25.02.2026 32:36

Founder and Director of CULTIVATE Customer Experience by Design. Katie is consistently ranked as a Top 20 Global CX Thought Leader. Katie didn't start in a corporate boardroom. She started on the frontlines, working in restaurants, department stores, and then contact centres. CX-ISM - The Philosophy of Customer Experience Released in early 2025, the central thesis of Katie's book is right in the s...

Goodbye 2025, Hello 2026: The CX Festive Special 12.01.2026 34:46

As the tinsel goes up and the 2025 calendars come down, Chris de Souza and Greg Thomas trade their suits for Santa hats to reflect on a whirlwind year in Customer Experience. From the tech breakthroughs that actually worked to the trends that were just "bah humbug," Chris and Greg break down the most impactful moments of 2025. But this isn't just a look back—it’s a roadmap for the future. Grab a g...

Chris & Greg meet Cad and The Dandy, Savile Row 11.01.2026 32:53

What does a 200-year-old tradition of hand-stitched suits have to do with modern customer experience? More than you’d think. In this episode, Chris and Greg sit down with James Sleater and Oliver Mumby of the renowned Cad & The Dandy . Prepare to have your perceptions challenged as they reveal how one of the world’s most traditional industries is utilizing cutting-edge technology to revolution...

Contact Centre Expo 25 seemed a good place to start 11.01.2026 22:49

Chris and Greg start their adventure in podcasting at the Contact and Call Centre Expo at the Excel in London, well, near the Expo, at the amazing Tapas Tapas, who we are very grateful for accommodating us.