Customer Experience Leadership

CX Chat 018 brings Martin Henley together with Chris Frandsen, CEO of AIPMM, the world's largest professional association of product managers, brand managers, product marketing managers, and innovation leaders, for a world exclusive first podcast conversation about why professional certification matters, why most certificates are worthless, and why businesses do business completely wrong when they...

CX Chat 017 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to confront the uncomfortable truth that bad bosses are killing your business — not through incompetence or lack of strategy, but through the systematic destruction of employee experience that cascades into broken customer experience, burnt out teams, and businesses hemorrhaging talent, productivity,...

CX Chat 016 brings Martin Henley together with Gary Green, managing director and founder of Quantum, AI implementation expert, former RAF commander, and strategic transformation leader, to unpack how businesses can use AI to supercharge sales, legal, operations, and customer experience — without sacrificing humanity, values, or the people who actually deliver the work. This episode confronts the u...

CX Chat 015 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, for a raw, unfiltered conversation about the crisis in modern customer experience, and whether we've reached the point where businesses have lost their humanity in pursuit of operational efficiency, revenue extraction, and cost optimisation. This episode confronts the uncomfortable reality that air tr...

CX Chat 014 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to build something completely new: the CXED Hierarchy of Customer Expectation, a five tier framework that definitively answers the question every business pretends not to know: what do customers actually want? This episode confronts the uncomfortable truth that businesses kid themselves into believing...

CX Chat 013 brings Martin Henley back together with Mark Carter, the cinematic speaker, international keynote presenter, and author of The Brilliant Add Value, to unpack the intersection of artificial intelligence and customer experience — and confront the uncomfortable truth that an AI strategy without a people strategy is expensive software with increased significant risk. You'll hear: Why gover...

CX Chat 012 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to unpack the seven pivots for customer experience governance, a comprehensive framework for institutionalizing customer centricity across strategy, operations, culture, structure, go to market, controls, and backlog management. Because if you want customer experience to survive beyond the initial exc...

CX Chat 011 brings Prof. Hany Mokhtar together with Martin Henley — marketing strategist, digital transformation trainer, and customer experience advocate — to flip the script and put Martin in the hot seat. Because if you're going to challenge organizations to become customer centric, you better be able to justify why you're qualified to lead that conversation. This episode reveals why customer e...

CX Chat 010 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to unpack the ten principles of customer experience design — a comprehensive framework for designing moments, journeys, channels, and products that deliver execution, minimize effort, exceed expectations, and generate positive emotions. This episode reveals why customer experience design is both art a...

CX Chat 009 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to tackle the business case for customer centricity from a completely new angle: risk mitigation. Because if you can't answer how customer experience protects the business from the risks that keep CFOs, boards, and executives awake at night, you'll never win the budget, the transformation, or the long...

CX Chat 008 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to flip the conversation from arguing against the objections to customer centricity, to building the business case for customer centricity, by asking artificial intelligence what it thinks the benefits are, and stress testing whether those benefits actually hold up in the real world. This episode tack...

CX Chat 007 brings Martin Henley together with Mark Carter — keynote speaker, trainer, coach, and creator of the cinematic keynote experience — to explore why customer experience is fundamentally about leadership, emotional intelligence, and being a decent human being under pressure, especially when things go wrong. This conversation reveals how 10 years in travel and tourism — leading tours with...

CX Chat 006 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to tackle the arguments against customer centricity head on — because if you can't answer the objections, you'll never win the boardroom, the budget, or the transformation. This episode flips the script. Instead of preaching to the converted, it confronts the real resistance that CX leaders face every...

CX Chat 005 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC , to unpack the most critical challenge in Customer Experience transformation: how to actually institutionalize it when the board, the CFO, IT, and operations are all protecting their own territory. This episode tackles the uncomfortable reality that transformation cannot happen unless you start with a...

CX Chat 004 brings Martin Henley together with Barnaby Wynter — founder of Brand Bucket, former youngest MD of the UK's first full service advertising agency, and ranked top 50 customer experience expert by Thinkers 360 — to explore why customer experience is actually just another word for relationship, and why businesses that forget this simple truth are destined to fail. This conversation challe...

CX Chat 003 brings Martin Henley together with Richard Muscat Azzopardi — founder, CEO, and fractional CMO — to explore the radical intersection of marketing, brand, and customer experience, and why running a profitable business with kindness isn't just idealism — it's strategy. This conversation challenges the myth that CX is separate from marketing, or that brand is just a logo. Instead, it reve...

CX Chat 002 reunites Martin Henley with Prof. Hany Mokhtar — the CX Master of the GCC — to unpack two powerful, practical tools reshaping how organisations operationalise Customer Experience: the CX Lab and the CX Mind Game (board game). This episode moves beyond CX theory into how you actually embed customer thinking into operations, governance, and decision making — especially when you're surrou...

CX Chat 001 launches the CX-Ed Leadership Podcast with Prof. Hany Mokhtar — CX executive, advisor, faculty member (American University in Cairo), and creator of the Customer Experience Mind Game. This episode tackles the uncomfortable truth: why organisations still fail to deliver consistently good Customer Experience — even though everyone knows what “good” feels like. You’ll hear: Why executives...