My Favourite CX

How do you build customer support operations that are ready for both today's customers and tomorrow's AI? Sam Davison from OPCX Solutions joins the podcast to discuss his journey from leading Sennheiser's global support operation to launching his own consultancy, sharing insights on omnichannel support, agent empowerment, knowledge management and why getting the foundations right is key to excepti...

Gerry Brown joins the podcast to discuss how the moments that matter are often when things go wrong, and why great service recovery can turn a negative experience into a lasting positive impression. Gerry shares his views on the importance of listening to customers, acting on feedback & ensuring organisations learn from service failures. To connect with Gerry, head to LinkedIn – https://www.li...

Klaus Schwarzkopf from Your Metamorphosis joins the podcast to discuss his views on identifying the activities that create the greatest business impact. Klaus then shares a favourite customer experience from a hotel stay in Dubai, where exceptional service, personal attention & removing effort created a memorable experience. To connect with Klaus, head to LinkedIn – https://www.linkedin.com/in...

How do you reduce customer effort whilst balancing regulation, operations & differing customer expectations across international markets? Tamara Burszein from SquareTrade joins the podcast live from UCX Manchester to talk about customer insight, behavioural analytics & creating lower effort experiences. Tamara then shares a favourite customer experience from moving apartments, where a seam...

How do charities responsibly embrace AI whilst maintaining trust, ethics & human connection? Simon Hodgkinson, Head of AI at the British Red Cross, joins the podcast live from UCX Manchester to talk about the organisation’s AI journey, the importance of literacy over hype & how AI can be used to enhance rather than replace human interaction. Simon then shares a favourite customer experienc...

James Parkin, Co-Founder of GAIA-CC (the Global Association of AI & CX Consultants), joins the podcast to talk about building a community that connects consultants, vendors & ideas in one place. James then shares a favourite (and slightly unconventional!) customer experience that highlights how even simple communication breakdowns can have a lasting impact. To connect with James, head to L...

How do you balance rapid innovation in CX technology with the fundamentals of great customer experience? Ben Hollyer from AudioCodes joins the podcast to explore the evolution of voice, cloud, and AI, and why getting the basics right still matters more than ever. Ben shares his journey through the world of UC & SaaS, discusses the importance of empowering agents, and highlights the “secret sau...

How do you create customer experiences that genuinely resonate & stay with people long after the interaction ends? In this episode, Nancy Bergantzel joins the podcast to explore what great CX really looks like in practice & why the small, thoughtful moments are often what matter most. Sharing her perspective on how organisations can move beyond transactional interactions to build trust, em...

How do coaching, leadership and customer experience come together to drive real business results? In this episode of My Favourite CX, Chris Holt is joined by Simon Teague from New Level Results to discuss the impact of coaching, leadership development and the role of customer experience in building successful organisations. Simon then shares a standout favourite customer experience from a cruise w...

Mike Gale, founder of Acacia Consultants joins the podcast to talk about what it really takes to embed customer experience into the DNA of an organisation. Mike shares his perspective on aligning strategy with delivery, creating clarity across teams & why sustainable CX success starts with leadership commitment. We also explore Mike’s favourite customer experience, breaking down what made it m...

How much does trust really matter in financial services customer experience? Jim Tatchell from Circadian FX joins the podcast to talk about why consistency, integrity & personal relationships are more powerful than simply being the cheapest. Jim shares how delivering a reliable, human service creates loyalty, referrals & long-term customer value, before telling us about a favourite experie...

What does truly consistent customer experience look like when things don’t go to plan? Charlie Adams, Director of Customer Success & Experience at Custom Connect, joins the podcast to talk about why getting the basics right still matters more than ever in CX. Charlie shares his favourite customer experience with Specsavers, exploring how joined-up service, well-trained people and repeatable pr...

What makes a customer experience truly memorable in a world of increasing automation? Kathryn Simons-Porter, Founder of Flourish Business Consulting, joins My Favourite CX to talk about her journey across CX, emotional intelligence, and why the human side of service still matters more than ever. Kathryn then shares two of her personal favourite customer experiences, exploring how empathy, trust an...

How do you build customer experience that genuinely puts people before property? Cindy Slaughter, Marketing Director at Momentum Portfolio, joins My Favourite Customer Experience to talk about her journey from estate agency to marketing leadership, how Momentum and Avocado think differently about CX, and why community, trust and long-term thinking matter more than quick wins. Cindy then flips the...

What does integrity really look like in customer experience and B2B sales? Marián Jazbec, founder of NEOSD, joins My Favourite Customer Experience to talk about trust, honesty and why being able to say “no” can be one of the most powerful CX differentiators. Marián reflects on her time at NICE and shares her favourite customer experience from both an employee and customer perspective—where transpa...

What does it take to transform customer support from a cost centre into a driver of growth? This week on My Favourite CX, I'm Joined by Ty Givens the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Over her career, Ty has transformed support operations at every stage, from scrappy startups launching...

How do we bring genuine human connection back into an increasingly digital-first world? This week on My Favourite Customer Experience, I’m joined by Nimi Singh, founder of The Table App, to explore how intentional dining, curated environments and non-transactional conversation can transform how we meet new people, before Nimi shares a favourite customer experience that has shaped how she builds fo...

How does well directed & managed support data help to improve both customer & employee experience? We take a look at this with Maring Eberlein & talk about how foundational good information is to positive outcomes. Maring then chats student loans & how a proactive & empathetic approach have an exceptional customer experience. To connect with Maring, head to LinkedIn - https://w...

Does the convenience of modern customer experience jeopardise our defences against fraud & security? Alex Myatt from Pindrop joins the pod to chat about how in a world of ever increasing capabilities, being able to accurately identify customers is a differentiator. To learn more about the services Pindrop offer, or to connect with Alex, head to https://www.pindrop.com/ or https://www.linkedin....

In a world of transactional interactions, how do you stand out? David Wachs from Handwrytten joins the podcast to talk about the art of the handwritten note & how it is a great way to make a lasting impact. To learn more about David & Handwrytten, connect on LinkedIn at https://www.linkedin.com/in/davidwachs/ or https://www.handwrytten.com/ . For more information about Holt CX Consultancy...

Gary Suchley from UJET joins My Favourite CX to talk about how the team at UJET are taking a different approach to the world of CX with mobile first solutions. Gary then shares with us a favourite experience from a customer deployment perspective & one personal experience. To connect with Gary, head to LinkedIn https://www.linkedin.com/in/garysuchley/ . UJET can be found at https://ujet.cx/ ....

Customer Service Experience Executive Alex Mead from Epic CX joins the podcast to talk about his journey within the world of customer service experience, his key frameworks, views on the future & then share a favourite customer experience. To learn more about Alex & Epic CX, either connect on Linkedin - https://www.linkedin.com/in/alexmead/ or https://www.linkedin.com/company/alexmead/ . F...

CX industry stalwart Rob Dwyer drops into the virtual My Favourite CX studio to share his experiences, hopes & dreams for customer experience. From a complete career change after the 2008 recession, to being a leading thought leader in the world of CX, Rob brings a great amount of insight to the podcast. He then shares one of his favourite customer experiences & just how valued Lego make h...

Angel Funes from Mentors CX joined Chris for this episode of My Favourite CX. Angel started life on the front line in customer experience before finding his way through to marketing. Here he shares his insights & then a wonderful customer experience he had recently. If you want to take Angel up on the offer for an initial Mentors CX consultation use the voucher code FAVOURITECX100 at https://m...

We are joined for episode 20 of My Favourite CX by Janet Efere, a Sales Trainer & Coach who has worked with a range of companies to help them drive better results from their sales efforts. To connect with Janet head to her LinkedIn https://www.linkedin.com/in/janetefere-adaptivesales/ or via the Adaptive Sales Group website - https://adaptivesalesgroup.com/ For more information about Holt CX C...