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In this episode, we speak with Jacob Moelter, of SupportNinja. The conversation explores how support teams can move far beyond traditional ticket resolution and contribute directly to customer loyalty, operational clarity, and long-term business growth. In conversation with Lexden CX Head of Consulting, and CX Superheroes podcast host, Jacob explains how many organisations still view support as a cost centre. He shares how SupportNinja helps companies shift this mindset by redesigning support roles, workflows, and metrics so teams can focus on prevention, insight, and value creation. He outlines how frontline teams can become a source of product feedback, behavioural insight, and customer advocacy when they are trained, empowered, and connected to decision-making. You will hear specific examples from SupportNinja clients who have reduced customer effort by simplifying processes and improving knowledge flows. Jacob highlights how small changes, such as clearer ownership of customer issues or faster access to information, can reduce repeat contacts and improve resolution quality. He encourages leaders to ask where their support teams spend the most time and what insights they are collecting but not using. The episode also touches on the future of outsourced CX. Jacob describes how SupportNinja blends technology, human capability, and cultural alignment to deliver support that feels personal and consistent. He shares how companies can build scalable support operations without losing the human touch that customers expect. If you are assessing your support function, planning to outsource, or looking to elevate the role of customer service inside your organisation, this discussion offers practical and actionable guidance. Learn more about Jacob: https://www.linkedin.com/in/jacobmoelter/ Explore SupportNinja: https://www.supportninja.com/ Learn more about Lexden CX: https://lexdengroup.com/ Learn more about Christopher: https://www.linkedin.com/in/christopher-brooks-cx/

This episode of CX Superheroes comes directly from a live panel discussion at Lexden's CX Tech Demo Day. This was a day dedicated to sharing a variety of CX tech vendors to help inspire and educate CX professionals. The conversation tackles an uncomfortable truth: becoming customer-centric is not a slogan — it is a transformation. One that reshapes decisions, structures, technology, and behaviours across the organisation. 

In the latest episode of the Customer Experience Podcast Series, Global Head of CX, Tina Lilje, joins us to share her learned and well earned experience in customer experience leadership.  With a global remit in the healthcare division at Philips, Tina has established the importance and the governance for customer centricity. In discussion with CX Superheroes podcast host Christopher Brooks, they discuss the career path of a CX professional, why we do it, and what good outcomes look like.  The examples and experience share are a gold mine of insights, ideas and inspiration for any up and coming CX professional. And for those who hold senior positions you will be able to resonate with the realities of 'lonely leadership' Tina refers to.  Tina is one of those voices you wish was heard more often, but such is her commitment to embedding customer centricity in the organisation we were grateful to grab this rare interview. So please take notes. I promise you something Tina shares you will use within a week. 

Welcome to the latest Customer Experience Superheroes podcast. This episode tackles a crucial but often messy area: Candidate Experience in Recruitment. Your host, award winning global CX consultant, Christopher Brooks sits down with Julian Lukaszewicz, founder of Career IQ Academy and a seasoned CX and innovation consultant.  "I first met Julian over ten years ago when he was studying and improving the quality of passenger experience across the skies. His understanding of the detail needed to get the right experience impressed me and we've stayed in touch since." - Christopher Brooks, CEO Lexden CX Consultancy Services Julian brings his unique background, from airline passenger experience to strategic design, to explore why the hiring process feels broken for both job seekers and employers. Discover why aligning expectations is key, and how a proactive career mindset can transform individual journeys. Julian dives into the hidden power dynamics of recruitment, revealing why transparency (like sharing interview questions upfront!) could revolutionise how companies attract top talent. This episode offers powerful insights for anyone navigating the job market or building customer-centric teams. Tune in to understand the science behind creating a better candidate experience. If you wish to connect with Julian, you can find him here. https://www.linkedin.com/in/julianlukaszewicz/. He is always happy to speak with candidates, or those looking to recruit them.

What does it take to embed customer experience into the heart of a business? In this episode of Customer Experience Superheroes, we speak with Paula Brazier Client Experience Director at Foster Denovo – a firm offering tailored financial advice and wealth management services. Foster Denovo isn’t your typical financial services firm. With a clear belief that a great client experience must be rooted in culture, Paula has helped lead a programme that puts clients and colleagues at the centre of every decision. In conversation with Christopher Brooks, MD of Lexden CX, You’ll hear how they’ve used internal alignment, cross-functional collaboration, and meaningful metrics to drive change. Paula explains why buy-in from leaders is essential — and how small, consistent actions can shift mindsets across the business. We explore how regulated industries can still deliver standout customer experiences — and why emotional intelligence and trust-building remain key, even in data-heavy environments. Paula also shares how Foster Denovo listens to both clients and employees — and uses this insight to evolve their CX strategy. It’s a practical, people-first approach that others can learn from, regardless of industry. If you work in customer experience, culture change, or financial services, this episode is full of useful takeaways.

Ready to stop being the 'order-taker' and finally sit at the strategic table? In this episode, we journey deep into the data-driven heart of Kiwi, the online travel giant, with their CX Analytics Lead, Laura Fiacco. Forget drowning in daily survey responses - Laura’s team receives thousands and turns every single piece of feedback into cold, hard currency. We explore the tactical genius of their operation, revealing how they ditched the dusty report binder and forged a strategic partnership with their Product teams. In conversation with CX Superheroes podcast host, Christopher Brooks, MD of CX advisory and training consultancy Lexden CX, Laura breaks down the revolutionary process of aligning quarterly Voice of Customer reports directly with product roadmaps, translating sentiment into the very profitability metrics that product managers use for feature prioritization. You’ll learn how they mastered the art of letting AI handle the endless comment collation, freeing up human intelligence to focus on the high-value work: challenging assumptions, building cross-functional relationships, and dreaming up creative solutions. This isn't just about reading a dashboard; it’s about creating a product so intuitive that customers self-serve, even when navigating the complexity of a travel journey that Kiwi doesn't fully own. Whether you're a CX pro desperate to prove your value, a Product leader looking for a clean, non-disruptive way to integrate customer truth into your sprints, or an Analytics expert ready to see how AI truly augments human strategy, this episode is your blueprint for transforming customer feedback from a requirement into an indispensable competitive advantage. Tune in and discover the engine driving real customer-centric growth. If you would like to connect with Laura or Christopher, you can do so on LinkedIn, https://www.linkedin.com/in/laura-fiacco/,  https://www.linkedin.com/in/christopher-brooks-cx/.

In the first of the 14th series of CX Superheroes podcasts, we welcome CEO of Helpshift, Eric Vermillion. In conversation with series host, Christopher Brooks from Lexden, the focus is on how effective tech can improve customer outcomes. Eric's experience goes back to the start of the modern CX movement, having worked with vendors who pioneered the landscape we know today.  From working with everyone from local retailers to global enterprises, Eric has one of the most informed perspectives on how to optimise technology to both improve the experiences customers encounter, but also the outcomes they are left with.  We deep dive into the advancement of the gaming sector when it comes to CX, and Eric showcases some great examples others can learn from. Here's a link to their case studies on their website too. https://www.helpshift.com/customers/. Both Christopher and Eric have worked with gaming companies and share their hands on experiences of how different the 'player' is when it comes to dealing with companies.  And he explains how AI isn't a magic wand, it's about creating the best outcomes and then employing the tech to achieve this, rather than the other way around. And leaving the humans to deepen the relationship - a perfect mix.  A really insightful podcast rich with ideas and tips for those looking to create better outcomes. 

In this episode, Christopher Brooks, CX Influencer of the Year 2024, and CX Superheroes podcast host, speaks with Patrick McCullough, President of Hallmark Business Connections. In an enlightening exchange, they talk about the role of human connection in business today. While digital communication is efficient, does it create real emotional engagement? Patrick shares insights on balancing digital and personal touch points, the impact of recognition on employees, and why a simple greeting card can make all the difference. Discover how businesses can build stronger relationship experiences with customers and employees through authentic, thoughtful communication.

As the host of the CX Superheroes I have the privilege of speaking to some of the smartest, progressive and qualified individuals from the world of customer experience. Across the discipline we find we touch other disciplines as well, such as research and UX. And in this episodes our guest is a specialist from this area UX and CX Research; Agnieszka Mroczek, owner of GEKO Research based in Poland.  In discussion, Agnieszka shares how her pure research background gives her the training creating customer-centric solutions and leveraging qualitative research in product and service design. We hear about the techniques, learnings and challenges Agnieszka has experienced in this field.  Perhaps most importantly, we are reminded that the process of research and what we research is about human behaviour and emotions, which is a reoccurring theme in our conversation. We also appreciate the dangers of short cutting the exercise, or using researchers who are not connected to what the business is trying to achieve. It really is a master class worth listening too. If you have UX or CX research questions o requirements, please contact Agnieszka directly https://www.linkedin.com/in/agnieszka-mroczek/

In this episode of Lexden's CX Superheroes, we catch up with Michael Brandt, a leading CX professional in Europe. In conversation with host Christopher Brooks, Michael shares his experience on what's important when it comes to training colleagues in customer experience.  With over 30 years experience working for global companies delivering CX training, as well as many years working with companies across the globe as a consultant and CX trainer, Michael is perfectly placed to share with us tips, techniques and the pit falls to avoid.  Michael also discusses the upcoming Lexden CXManagement Training programme which he both curates content for, but will also take responsibility for delivering in some regions. Hear why Michael agreed to come on board for this project, and learn from his wealth of experience on what you need to do to make CX training a success if you are considering to launch a programme within your company or as a CX consultant/ training business.   

There have been break through technology solutions in customer experience which have really raised the standard. Behind them are pioneers looking to create more reliable outcomes for organisations. Richard Hammond of Uncrowd is one such CX Superhero.  Podcast host, Lexden CX's Christopher Brooks caught up with Richard to discuss how their 'friction and rewards' model helps retailers understand the significance of the experiences they provide across various touch points. Using primary data gathered to inform both the effectiveness of what they are doing now, and its comparative strength versus the competition. Richard explains how conventional metrics in CX blindside companies to what really matters to their customers. Whilst these sentiment metrics move, colleagues in companies struggle to identify what they have changed, meaning it's less reliable. Richard unpacks the importance of diving into the detail for meaningful results.  Listen to the very charismatic and hugely passionate Richard as he encourages us all to join the customer analytics revolution in this latest CX Superheroes podcast.

Several months ago I received a book in the post with a note which read, 'Dear Christopher, Enjoy reading our book and let us know what you think of it. We would be happy to become part your CX book club, kind regards Friederike and Aleksandra. And now it has happened! Join me Christopher Brooks, your host for the CX Superheroes podcast series as we complete the 6th CX Book Review in our one off series with Friederike Niehoff and Alexsandra Pilniak. Combining our CX Book Club Q&A with some guest members, and our CX Superhero podcast, we have created an interesting mash up.  Hear how having worked together at Kramp, Friederike and Aleksandra vowed to work again, and with encouragement set about to write a book which focussed on the  many reasons CX programmes fail. It acts as a safety manual helping others avoid the pitfalls our intrepid duo have encountered. The book is full of their favourite inspirations; both frameworks and commentators. Throughout it becomes clear how important they believe  authenticity to achieve success from CX, and its a position we can all get behind.  We also hear how the process worked in creating the book and how a partnership is needed when it comes to content.   So tune in to the latest podcast, on the final book review of the current series. 

The topic of AI in business, is ringing across all functions. Customer experience is no different. But just what value can it bring, and what governance is needed to ensure gains? To find out how AI is making improvements in customer service CX Superheroes host, Christopher Brooks meets with Devashish Mamgain, CEO and Founder of Kommunicate. Devanshish shares his of wealth of knowledge on AI and the journey he has taken with Kommunicate to arrive at creating better outcomes for clients and their customers with AI in customer support.  Hear how what matters most to customers is the priority of AI too. And also appreciate from Devanshish how to govern AI within an organisation to ensure its potential is achieved.  We hear how AI is making a meaningful difference in customer support. Devanshish generously shares the learning from his journey, on this topic. If you enjoy this subject and want to know more, contact Devanshish on https://www.linkedin.com/in/devashish-mamgain-1a639320/. 

We kick of series 12 of the CX superheroes podcast series with an industry legend. There can be few people in CX you'd want to spend time with more than Jim Tincher. We were delighted when Jim agreed to be a featured author in the Lexden CX Book Club and share the 'making of' Do B2B Better. This is a book which captures Jim's learnings which he's comfortable enough to point out include failures and successes. In fact, in the discussion it becomes clear it is earlier failures (or lessons) which have informed the later and more frequent successes.  There are few books dedciated to the art of B2B CX, and as a global b2b CX practitioner himself, host Christopher Brooks is able to have an informed and interrogative discussion on the topic. Whilst there are few book spoilers in here, the narrative does keep close to the book and Jim's influences and inspiration for it.  Jim might also be the nicest guy in CX. Find out for yourself why he's such a positive energy to be around. 

There are many aspects of customer experience. No one person can have a satisfactory depth of expertise in all areas. The CX Superheroes podcast series brings to the mic, experts in specific fields to give you, our esteemed listener, a broader appreciation of the various components to succesful customer centricity.  This episode we focus on design and to do so we have an expert who has installed  customer led design thinking as a leading practice within international technology giants. Ricardo Sultz Gulko (Eglobalis Information) has worked with some of the world's biggest brands helping them to design customer experiences around the outcome they want to achieve.  Ricardo shares his journey and his methods to arrive at better CX design. As well as imparting an array of personal and professional design experiences.  Experimentation and Collaboration are just two of the customer centric superpowers Ricardo discusses in conversation with Lexden CX's Christopher Brooks, also your series host.