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 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.
CX Management Training with Michael Brandt
This episode of Lexden’s CX Superheroes features a must-listen for anyone who wants to elevate their customer experience game with training.
Join host Christopher Brooks as he interviews Michael Brandt, a European CX powerhouse. With over 3 decades of experience delivering impactful CX training around the globe, Michael shares his gold nuggets of wisdom on:
- Building a Customer-Centric Culture: Discover proven techniques to equip your colleagues with the skills they need to create exceptional customer experiences.
- Training Pitfalls Exposed: Learn from Michael’s experience to avoid common mistakes that can derail your training program’s effectiveness.
- The Lexden CX Management Training Advantage: Michael unveils why he’s chosen to contribute to Lexden’s upcoming program, both by curating content and leading training sessions in specific regions.
And if you’d like to up your CX game with training this year, Michael is booked to be our Day 1 trainer in our 3 day training course in London in June. Find out more / book your spot.
Measuring Customer Experience with Prof Dr Phil Klaus
Can you be a double CX Superhero? With Prof Dr Phil Klaus we believe so because this is his second invitation to guest on the Customer Experience Superhero podcast. This time host Christopher Brooks gets the opportunity to find out more about the man behind the best seller, Measuring Customer Experience. Almost 10 years after publication, it is still seen by many as the ultimate book on CX measurement.
Phil is the latest author to guest on Lexden’s CX Book Club. And as has become the tradition, we spend time discovering where the inspiration to create the book came from, how it jumped from an idea to a best seller, what the writing process has meant and the aspects of publishing less enjoyed. On accounts Phil is very frank and reveals some of the frustrations encountered along the way.
Phil’s book, which provides a methodology for measuring behavioural change from customer experiences is as relevant today as it was when it first hit the shelves. If you want to know more about the person behind the author, tune in.
