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PODCAST

Customer Experience Superheroes

Christopher Brooks

Presented by CX Influencer of the Year 2024, Christopher Brooks. The CX Superheroes podcast, with over 50 episodes brings you insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are "superhero" like in their strategies. Either they define best in class or are pushing the boundaries for the next generation of customer experience. From strategy to delivery, from SMEs to Enterprise customer centricity, all aspects of CX

business management

All Episodes

62:04

Customer Experience Superheroes - S16 E2 - CX Tech...

Customer Experience Superheroes ·

2026/02/03

This episode of the Customer Experience Superheroes podcast captures a frank panel discussion recorded at Lexden’s CX Tech Demo Day in October 2025. Believed to be the first event dedicated solely to CX technology, it brought together providers focused on real capability, not surface-level innovation. The panel features Federico Cesconi (Sandsiv), David Heneghan (CX Index), Keith Fulford (Genesys), Trent Rossini (inCuba) and Agam Kohli (Odigo), hosted by Christopher Brooks from Lexden Group. ...

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41:37

Customer Experience Superheroes - S16 E1 - Jacob...

Customer Experience Superheroes ·

2025/12/02

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...

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49:08

CX Superheroes podcast - Series 15 Episode 4 - Meet...

Customer Experience Superheroes ·

2025/10/25

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 w...

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40:00

CX Superheroes podcast - Series 15 Episode 3 -...

Customer Experience Superheroes ·

2025/07/30

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 ...

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50:32

CX Superheroes podcast - Series 15 Episode 2 -...

Customer Experience Superheroes ·

2025/07/15

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 nee...

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49:53

CX Superheroes podcast - Series 15 Episode 2 -...

Customer Experience Superheroes ·

2025/06/05

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...

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33:49

CX Superheroes podcast - Series 14 Episode 4 - Human...

Customer Experience Superheroes ·

2025/05/08

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 cr...

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34:54

CX Superheroes podcast - Series 14 Episode 3 -...

Customer Experience Superheroes ·

2025/04/11

You can not switch on your computer or smart phone without having an AI solution promising to change your ways of working presented to you. So does a topic which is moves from top billing to bargain basement and back again daily need another podcast? Well yes, if the discussion on AI is one which isn't being addressed; readiness. Of a 100 companies, 99 are rushing forward and testing AI live in front of their customers. Some examples of hugely inappropriate outcomes from AI are demonstr...

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50:09

CX Superheroes podcast - Series 14 Episode 2 - The...

Customer Experience Superheroes ·

2025/04/08

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...

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37:26

Customer Experience Superheroes - Series 14 - Episode...

Customer Experience Superheroes ·

2024/09/20

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 perspective...

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35:38

Customer Experience Superheroes - Series 13 Episode 4...

Customer Experience Superheroes ·

2024/07/30

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 the...

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49:36

Customer Experience Superheroes - Series 13 Episode 3...

Customer Experience Superheroes ·

2024/06/09

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...

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52:31

Customer Experience Superheroes - Series 13 Episode 2...

Customer Experience Superheroes ·

2024/05/28

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...

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31:26

Customer Experience Superheroes - Series 13 Episode 1...

Customer Experience Superheroes ·

2024/04/12

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40:45

Customer Experience Superheroes - Series 12 Episode 4...

Customer Experience Superheroes ·

2024/02/09

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40:23

Customer Experience Superheroes - Series 12 Episode 3...

Customer Experience Superheroes ·

2024/01/30

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48:59

Customer Experience Superheroes - Series 12 Episode 2...

Customer Experience Superheroes ·

2023/11/02

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40:26

Customer Experience Superheroes - Series 12 Episode 1...

Customer Experience Superheroes ·

2023/09/14

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43:08

Customer Experience Superheroes - Series 11 Episode 4...

Customer Experience Superheroes ·

2023/06/29

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36:43

Customer Experience Superheroes - Series 11 Episode 3...

Customer Experience Superheroes ·

2023/05/24

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62 results

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