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 expert...

In this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco & Ritz Carlton we hear how a potential...

In this episode of Christopher Brooks' Customer Experience Superheroes we meet the superhero David Wales. David spent many years working as a firefighter and training officer, before being appointed as the first customer experience manager in the fire service.  Now running his own consultancy practice Shared Aim, David shares his ideals and experiences on the importance of enabling all to rev...

Christopher Brooks' CXSuperhero podcast series covers the various superpowers needed to be a Customer Experience leader today. In this special 10th episode we meet up with the world's leading academic in Customer Experience, Prof Dr Phil Klaus and he exclusively shares with us his studies into the previously unreachable Ultra High Net Worth consumer.  Best recognised for his award winnin...

During lockdown in March 2020, Christopher Brooks created a concept to bring the CX Community together to create better outcomes for charities, social causes and organisations needing to help their customers, employees, communities and society in general.  The Customer Experience World Games 2020 was born. With over 140 players in 6 teams from over 30 countries around the world, the biggest hearte...

This episode of Christopher Brooks' CX Superheroes is a must listen episode if you are considering what and how to adjust your digital strategy in response to the current pandemic crisis. With the connection between digital behaviour and customer experience as close as any, keeping a watchful eye on changing online trends is critical.   Through data and digital Customer Experience is graduall...

In this episode we deal with a topic often side stepped by CX professionals and practitioners - customer data. We speak to GDPR expert, financial services leader and all round 'one of the good guys', Simon Hinks.  Global CX consultant, mentor and podcast host Christopher Brooks talks with Simon about what responsibilities Customer Experience has when it comes to customers data. Do we eve...

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 nam...

This episode of Christopher Brooks' CX Superheroes is more of a masterclass than the common structured format listeners are familiar with.  Customer Journey Mapping is one of the most recognised practices in customer experience. The ability to demonstrate the value of mapping is less often seen. Maps can be the catalyst to the savings and the gains made from customer experience. Understanding...

In this episode we meet up with the CXRockstar James Dodkins; key note speaker, writer, broadcaster, guitar player and recently crowned 2019 No1 CX Influencer in the UK.  Global CX consultant, mentor and podcast host, Christopher Brooks speaks to James about the importance of 'Influence' in Customer Experience.  James explains how he sees his role as one to help and inspire others by usi...

There are a handful of brands out there which truly get Customer Experience. The typically disrupt markets and make customers reconsider what matters most to them. Citizen M, the boutique transformational hotel chain started in Amersterdam and has now conqured half the world.  It's focus on affordable luxury is brought to life with a consistent brand style and a band of brand Ambassadors in e...

Employees are the true CX Superheroes in any organisation. It is said look after your employees and they will look after your customers. But with only a reported 14% of employees fully engaged, something isn't working.  In this episode of Customer Experience Superheroes, podcast host Christopher Brooks meets up with Employee Engagement expert Simon Gilbert who shares his ideas and frameworks...

Introduction to the Customer Experience Superheroes podcast series. A series inspiring CX Practioners to become CX Superheroes themselves. In the series we will share what the CX superpowers are, how to get them and how to spot them in others. As well as interviewing several CX professionals about their CX Superpower and catching up with some great branded experiences too.  Intended as a 6 part se...