Podcasts
Tune in to Lexden’s own CX Superhero’s Podcast, where your can listen to insights, ideas and inspiration from the world of Customer Experience. The emphasis is on people, brands and experiences which are ‘superhero’ like in their status. They either define best in class or are pushing the boundaries for the next generation of customer experience.
Our MD, Christopher Brooks also hosts the ECXO podcast series ‘ Experience the Difference’. In this podcast series we meet the founder, ambassadors and the members of the ECXO. We hear their stories through CX and their views on the importance in recognising and celebrating the cultural difference of CX across Europe.
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How technology can enable better customer outcomes
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.
AI-Powered Customer Support
In this episode, we will introduce you to Devashish Mamgain, who, as the lead at Kommunicate, He’s pioneering some of the areas of AI in customer service. He’ll share with us some of the technological developments and the improvements he’s making that are helping those companies in the world of customer experience.
We’ll also talk about some of the considerations, concerns, and better practices that need to be employed if you’re embarking upon engaging with AI to improve the efficiency and the effectiveness of your customer service operations. And we pause to reflect on what the future for AI may well bring.
How to succeed with B2B CX
Welcome to the ECXO podcast, hosted by Christopher Brooks, Managing Director of Lexden. In this series, we dive into customer and employee experience management, uncovering trends, strategies, and success stories from industry leaders. In this episode, we’re excited to feature Irina Mostovaya: How to Succeed With B2B CX.
Irina Mostovaya – How to succeed with B2B CX
Irina is a seasoned expert with over 8 years of experience in customer and employee experience management. Irina’s passion is creating value for stakeholders, ensuring every interaction is impactful. As a Customer Experience Specialist at Hiab, a global leader in on-road load handling solutions, she brings a wealth of knowledge and a fresh perspective.
At Hiab, Irina leads strategic planning and development in customer experience (CX). She drives data-driven decision making and action planning to enhance CX. Throughout her career, Irina has successfully launched and managed programs that significantly improved customer and employee experiences. Her collaboration with cross-functional teams, vendors, and senior leaders has driven positive change and innovation.
Irina is dedicated to her role and the broader CX and EX community. She actively seeks to learn new skills, share best practices, and contribute to collective knowledge. Her goal is to drive transformation and innovation in experience management, helping Hiab achieve its vision of being the top partner for smarter cargo handling.
Join us as we explore Irina’s journey, her insights on the evolving landscape of B2B CX and EX, and her vision for the future. Whether you’re a seasoned professional or new to the field, this episode promises valuable takeaways to enhance your experience management strategies. Don’t miss this engaging and informative conversation on the ECXO podcast.
Failing Forward: CX Lessons Learned
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 (Why Your Customer Experience Program Will Fail… and 7 proven ways to avoid it) is full of their favourite inspirations and CX lessons; both frameworks and commentators. Throughout it becomes clear how important they believe authenticity to achieve success from CX, and it’s 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.
Using Data to Decode Customer Behaviour
The CX Superheroes podcast featured Richard Hammond, a customer experience (CX) expert who has transitioned from working in retail to his current role at Uncrowd, a company that uses data to understand customer behaviour.
In the episode, Hammond discussed how Uncrowd leverages data to decode what customers truly want and don’t want, going beyond just traditional satisfaction scores. This data-driven approach allows businesses to tailor their offerings and improve the overall customer experience.
Cultivating The Right Environment For CX
Nicolette Wuring casts a formidable figure on the European Customer Experience landscape. She has led CX teams both sides of the Atlantic and is spearheading the EXCO as part of the executive team. The years of practice both client-side and as a consultant have taught her many things. And like all the best CXers she’s happy to share it all in conversation with the ECXO podcast host, Christopher Brooks.
They discuss the importance within a workplace to nurture and grow the focus on the customer to achieve more with colleagues and for customers .
Nicolette also shares her views on the importance of community with CX and the ECXO is achieving this.
About the ECXO’s ‘Experience the Difference’ CX Podcast
The ECXO (European Customer Experience Organisation) seeks to bring together leaders and organisations, operating in Europe and beyond. The ambition is for these progress types to share knowledge, best practice, insights, stories and lessons with a view to raising the collective experience standards and develop the European approach for Customer Experience.
In this podcast series we meet the founder, the ambassadors and the members of the ECXO. We hear their stories through CX and their views on the importance in recognising and celebrating the cultural difference of CX across Europe.