Shows
Customer Experience SuperheroesCustomer Experience Superheroes - S16 E1 - Jacob Moelter - Managing so much more than service ticketsIn 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...
2025-12-0241 min
Customer Experience SuperheroesCX Superheroes podcast - Series 15 Episode 4 - Meet the new role model for CX - Laura FiaccoReady 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 co...
2025-10-2549 min
Customer Experience SuperheroesCX Superheroes podcast - Series 15 Episode 3 - Building a CX Culture from the inside out - Paula BrazierWhat 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 h...
2025-07-3040 min
Customer Experience SuperheroesCX Superheroes podcast - Series 15 Episode 2 - Candidate Experience - Julian LukaszewiczWelcome 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
2025-07-1550 min
Customer Experience SuperheroesCX Superheroes podcast - Series 15 Episode 1 - Leading CX at Sclae - Tina LiljeIn 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...
2025-06-0549 min
The Last Dinosaur - Maritime Shipping In the Digital AgeEpisode 108: Wireless Safety and Real-Time Crew Monitoring with Sven Brooks of ScanReachEpisode 108: Wireless Safety and Real-Time Crew Monitoring with Sven Brooks of ScanReach Guest: Sven Brooks, CEO of ScanReach Episode Overview: Sven Brooks of ScanReach joins The Last Dinosaur to discuss how wireless mesh networks and wearables are transforming safety and connectivity at sea. From tracking crew locations in real time to enabling fast emergency response and even helping address harassment, this episode explores how digital innovation can empower seafarers, not burden them. Key Points: Purpose-Built Mesh Network: ScanReach has developed a wireless system made specifically for steel ship environments, solving a...
2025-05-2037 min
Customer Experience SuperheroesCX Superheroes podcast - Series 14 Episode 3 - Optimising not Commercialising AI - Umberto and Vittorio PadovanoYou 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 demonstrating the technology in the wrong hands, or untested, can destroy in minutes what C...
2025-04-1134 min
Customer Experience SuperheroesCX Superheroes podcast - Series 14 Episode 2 - The Power of Personal Connection in Business - Patrick McCulloughIn 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.
2025-04-0850 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 14 - Episode 1 - Eric Vermillion - How technology can enable better customer outcomesIn 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 l...
2024-09-2037 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 13 Episode 4 -AI Powered Customer Support - Devashish MamgainThe 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 c...
2024-07-3135 min
Soundtracks, Jingles and Music ProductionThe Confrontation - Dramatic and Heroic Orchestral Trailer Music - Jon BrooksHeroic Epic Orchestral Music by Jon Brooks. Dramatic Symphonic Music – The hero appears to confront his enemy! Whooraaah!! Imagine a superhero… Batman, Superman, a car chase or an army battle. Ideal for dark, intense, action adventure scenes requiring a big climax. Influenced by Hans Zimmer, James Newton Howard and Danny Elfman. Perfect for movies, sporting events, advertising and trailers.
'The Confrontation' - Music Composed and Produced by Jon Brooks
© 2009 (Jon Brooks)
YouTube Channel: www.youtube.com/jonbrookscomposer
This music is subject to copyright and is provided for demonstration purposes only. To license this music, please contact Jon.
For additional information or mo...
2024-07-0401 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 13 Episode 3 - Failing Forward: CX Lessons Learned - Friederike Niehoff & Aleksandra PilniakSeveral 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...
2024-06-0949 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 13 Episode 2 - Using data to decode customer behaviour - Richard HammondThere 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 m...
2024-05-2852 min
Experience the DifferenceECXO - Experience the Difference - Nicolette Wuring - Cultivating the right environment for CXNicolette Wuring casts a formidable figure on the European CX 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 clientside 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 h...
2024-05-0729 min
Experience the DifferenceExperience the Difference - Irina Mostovaya - How to succeed with B2B CXThe ECXO aims to bring you expert voices from across Europe, sharing their stories to inform and inspire others facing similar challenges. In this episode we look at how to succeed with B2B CX. With present experience in manufacturing as well as previously companies who sell direct to consumers Irina Mostovaya, Customer Experience Specialist from Finland shares the learnings made operating in B2B CX. In conversation with host Christopher Brooks, also a B2B CX specialist they cover a range of topics such as the different approach needed to gain feedback from customers, the importance of functional...
2024-04-1723 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 13 Episode 1 - CX Management Training - Michael BrandtIn 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...
2024-04-1231 min
Wyrd WessexHungerford Massacre (Serial Killer Christopher Halliwell & The Gun Law Legacy)This is a special, true-crime-focused episode of Wyrd Wessex, where Andy and Craig step away from the supernatural to delve into two of the most chilling cases to come out of the Wessex area.⚠️ TRIGGER WARNING: This episode discusses severe violent crime and murder, including mass murder and sexual assault. Listener discretion is strongly advised.The Hungerford Massacre (1987)The hosts begin with a harrowing account of the Hungerford Massacre on August 19, 1987. We discuss the perpetrator, Michael Ryan, and the terrifying timeline of his over six-hour killing spree that tragically claimed 1...
2024-02-1134 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 12 Episode 4 - Measuring Customer Experience - Prof Dr Phil KlausCan 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 ca...
2024-02-0940 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 12 Episode 3 - Goal Setting in CXManagement - Sophie HedestadIn the latest episode of the CX Superheroes, Christopher Brooks, host and MD of Lexden CX speaks with Sophie Hedestad, founder of NOQX. We came across Sophie in an article on the power of OKRs in customer experience, and wanted to learn more. In this episode we get to understand what OKR (Objective and Key Results) are, and why they are becoming more important than KPIs for progressive companies to manage performance. Sophie shares the value of OKRs, and explains how they can help organisations meaningfully track progress and localise where more attention is needed. I...
2024-01-3040 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 12 Episode 2 - CX Design - Ricardo Sultz GulkoThere 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 cu...
2023-11-0248 min
Experience the DifferenceECXO - Experience the Difference - Danny Peters - The Power of Customer JourneyDanny Peters is the co-founder and CEO of MilkyMap. He has spent his career rocketing to where he is now with a fundamental truth driving him; customer journey mapping is limited without a management structure to drive insights through to delivered change.In discussion with EXCO podcast host Christopher Brooks, Danny shares how evolving from a backlog of business directed to customer led only improvements is possible with the right approach to customer journey management. Danny also helps us understand the value a technology solution such as Milkymap, to manage customer journeys through the business....
2023-10-3126 min
Experience the DifferenceECXO - Experience the Difference - Measuring Emotional Drivers - Anne-Laure de BroissiaIn the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up with Measuring Emotional Drivers. Based in Paris, France Anne-Laure is co-founder of emotional driver platform Maia- BE. As a former researcher, Anne-Laure shares how an engagement with a client in the luxury brand market highlighted the limitations of conventional measures of CX whic...
2023-10-3124 min
Experience the DifferenceECXO - Experience the Difference - Kirsti Laasio - 'Shifting' to becoming a customer led companyAt the ECXO we progress the importance of context, country and culture in customer experience. The one size fits all model is outdated in Europe, as local adaptions are required by country. This makes for a fascinating and diverse learning in customer experience. The ‘Experience the Difference’ podcast brings voices from across Europe to the microphone to share their perspective, influenced by their origin and places of practice. In this episode we introduce Kirsti Laasio, a leading CX practitioner in Finland, member of ECXO and author of the b2b CX guide. Kirsti shares her experience of ‘shifting’ organisations to becom...
2023-10-3119 min
Experience the DifferenceECXO - Experience the Difference - Agneiszka Sulicka-Faverey - The importance of clear job profiles in CXIn this episode, Agneiszka Sulicka-Faverey shares her views on the growing confusion created across customer experience through poor role profile and job title labelling. As a CX practitioner with many years of experience for organisations in Poland and beyond, Agneiszka is well placed to discuss views on this with the ‘Experience the Difference’ podcast hosted by Global CX Expert and ECXO podcast host, Christopher Brooks. Join them for a bite sized discussion covering importance of collaboration across CX to raise standards and why Agneiszka values being in the ECXO community.
2023-10-3116 min
Experience the DifferenceECXO - Experience the Difference - Kari Korkiakoski - There is no such thing as a digital experienceFinland may not be the first country you think of when you consider Customer Experience. But why not? The dynamics of a nation can often accelerate the importance of CX as part of the buying criteria. Kari, has been practising CX in service of organisations in Finland, and now beyond, for many years.He has made many observations, often reported in articles and when invited to share with audiences. One particular topic he has an interesting perspective which will resonate with anyone who has been pushed through a digital transformation is the notion of a digital experience...
2023-10-3115 min
Experience the DifferenceECXO - Experience the Difference - Ladislau Batahla - The Human Impact of DigitisationIn discussion with global CX consultant, Ladislau Batahla, EXCO podcast host Christopher Brooks explores the impact the race to digitising the customer experience has on the employees involved. Originating from Portugal, Ladislau’s international experiences qualify his perspective, sharing considerations for those driving digital improvements to remember both the effect on those displaced, but also the increased complexity humans have to manage as digital equivalents typically take on just the simple tasks. Ladislau Batalha is a committed to progressing the standards in customer experience. As a member of the ECXO his contribution is making a difference.
2023-10-3123 min
Experience the DifferenceECXO - Experience the Difference - Federico Cesconi - The Democratisation of Customer IntelligenceIn the latest episode of Experience the Difference, the ECXO’s podcast we speak with Federico Cesconi, a recognised leader in customer intelligence. As the CEO and Founder of AI powered CXM solution, Sandsiv, Federico has established his reputation as a world authority on customer feedback. Having worked on his first NPS programme two decades ago, Federico has harnessed technology to assist clients across the globe get closer to customer intelligence. But collection and action are very different elements of keeping the voice of the customer central in a organisation. Federico discusses the difference and how to mov...
2023-10-3126 min
Experience the DifferenceECXO - Experience the Difference - Thomas Wieberneit - Content in CXThomas Wieberneit has travelled extensively; by geography, industry and roles in CX. This vantage point has allowed him to observe that there is no ‘one size fits all’ in CX. In fact, the experience isn’t even the organisations to own, as he put it to ECXO podcast host, Christopher Brooks. To paraphrase Thomas, the customers context is ‘king’. Whether the time of day, the previous experience, the importance of the purchase or a number of other factors, they all influence the type of experience which will fulfil the customer, which change from one day to the next, becau...
2023-10-3117 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 12 Episode 1 - Do B2B Better - Jim TincherWe 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.
2023-09-1440 min
Analytive PodcastSales Secrets, Learning from Homelessness, and Building Great Orgs - Christopher JohnsonChristopher Johnson is a sales leader. We first met several years ago when he worked at an enterprise software developer.
I reached out to Chris to do this podcast because he's one of the people I really trust who understand the intricacies and the hard work that goes into enterprise sales.
Whenever someone not in the business world thinks sales, a lot of times they get that yucky feeling.
I was draw to Chris because he was always so genuine and never came across...
2023-07-1852 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 11 Episode 4 - The Human Experience - John SillsJohn Sills, author, CX consultant and former head of customer innovations, is the latest in a line of illustrious professionals who have guested at the Lexden CX Book Club. John has been a crusader for better customer experiences for many years. First within a global corporate in the world of banking, and now with his consultancy helping clients ensure the experience they provide have a human connection, whether in person, on the phone of through digital contact. As Jon shares where the idea for his first book came from, we hear many of the themes that we've l...
2023-06-2943 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 11 Episode 2 - People before Profits - Annette FranzThere is one content producer in the CX Community we have wanted to have as a guest for some time; Annette Franz. As a consultant, author, trainer and mentor Annette has spent a slice of her career working with clients to improve outcomes for their customers, colleagues and communities. This was a key part of our topic of this CX Superhero podcast episode. In conversation with Lexden's Christopher Brooks, Annette shares her journey through CX and why putting people at the heart of a CX transformation is essential to succeed. This is just one of the insightful a...
2023-05-0332 min
Higher Journeys with Alexis BrooksThe Intersection of Alien Abduction and Entity Attachment | Christopher MacklinUFO researcher and medical intuitive Christopher Macklin describes how alien abduction encounters may also open the door to regular interference from off world, interdimensional beings.
Watch the after show (The Alien Abduction – Transhumanism Connection): 👉🏽 http://www.patreon.com/higherjourneys
Visit the website of Christopher Macklin: 👉🏽 http://www.globalenlightenmentproject.com
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▷ ACCESS The Higher Journeys Conscious Academy: 👉🏽 https://bit.ly/3Wxq0UW
#aliens #abduction #spirit...
2023-04-2244 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 10 Episode 4 - Exploring the Customer-centric mindset - Piotr WojciechowskiEvery once in a while you meet, or as in the case of CX Superheroes podcast host Christopher Brooks, you get to work with an exceptional talent. Piotr Wojciechowski, CX practitioner with a design background is such a talent. Having delivered a CX transformation project together in Poland, Christopher is keen the rest of the world discovers the value he has enjoyed in Piotr. In keeping with the CX Superheroes podcast series Christopher & Piotr dive in and explore a critical topic in the world of customer centricity; the customer centric mindset. Arguably more important than any method, p...
2023-02-2234 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 10 Episode 3 - Adam Alfia - Putting customer insights in the hands of operationsThe Customer Experience superheroes aims to inspire you with the latest thinkers in CX. Hosted by global customer experience specialist Christopher Brooks of Lexden CX, you are introduced to qualified experts in their field of customer experience specialism.One critical area of customer experience is customer feedback. But too often this is seen as the collection and reporting back of performance. With a dashboard being the end product. But, as Adam Alfia, founder of RealTime Feedback highlights, what is the point of collecting feedback if it doesn't effect change. And whilst a dashboard can show status, it...
2023-01-2734 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 10 Episode 2 - NLP connecting us to what mattersThe Customer Experience Superheroes is now in its 10th series. We've introduced you to CX professionals and practitioners from across the globe. Seeking out new thinkers and rule breakers who dare to experiment to achieve better outcomes, when others are content to rely on convention. In this episode we join in conversation between Eli Lepkifker, co-founder and CTO of Tagado, and Christopher Brooks, global CX specialist and MD Lexden CX Consulting.Eli shares his story, from the origins of research at Citibank to a CEO leading a growing customer feedback company, shaped for the future, n...
2023-01-0624 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 10 Episode 1 - Customer Journey ManagementIn this episode of the Customer Experience Superheroes podcast we meet Jochem Van de Veer, CEO of They Do. Host Christopher Brooks speaks with Jochem about the progression from Customer Journey mapping, a recognised practice for identifying customer pain points and new opportunities, to Customer Journey Management, where the emphasis shifts to action to be achieved from mapping.In conversation they discuss the shortfalls of the way many are coached to developed customer journey maps, and the impact and positive impression on senior management which 'managing' customer journeys can achieve beyond just mapping.
2022-11-0738 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 9 Episode 4 - CX4Good Special - Playing games to make a differenceNow a regular in the calendar, over 200 CX professionals from over 35 countries meet (virtually) to solve charity CX problems. This 'CX4Good' initiative is called the Customer Experience World Games'. Players share their time and talents, working in teams to positively compete and provide the best solutions for the charities. Until now it's been thought that the main benefactors were the charities who get all the ideas. However, when we met Ravi Shankar and Sandip Gupta, regular players and seriously talented CXers who commit to making a difference through CX, it is clear that the playing community le...
2022-10-0642 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 9 Episode 3 - Customer Insight Led Product Innovation with Matt YoungSpeaking with Matt Young reminds us all how customer insight is not just for the 'fixes' or 'issues', but its also an input for innovation. In conversation with Lexden's Global CX Lead and CX Superheroes podcast host, Christopher Brooks, Matt shares his ideas and ideals for customer insight led innovation. As CEO of UserVoice, Matt has a lifetime of firsthand experience dealing with innovation designed insight. To paraphrase a famous football manager, he may not be the best in the world but he's certainly in the top one. As a self confessed introvert, the inner confidence of y...
2022-05-0741 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 9 Episode 2 - Refugee Experience with Elena RozanovaElena Rozanova was due to be a guest on the CX superheroes podcast series to discuss the loneliness of CX leadership in organisations. However, days after the production meeting Elena's world was turned upside down. Elena agreed to record this extra episode which captures her observations from the experience of refugees. Elena shares her vision for what more could be done by the CX world to help those struggling to support refugees the world over. Listen in to understand the experience none of us want to go through and hear Elena's insightful observations and ideas fo...
2022-04-1614 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 9 Episode 1 - Winning on Purpose with Fred ReichheldFred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay with them and encourage others to join them too; the true meaning of loyalty as Fred puts it. Despite NPS being adopted by every industry and across the globe, Fred remains restless. With the majority of those using NPS not gaining the f...
2022-03-1351 min
Lace Out AFL: It's How You Want Your Footy!2022 Brisbane Season Preview with James BrooksIn our sixth Season Preview for 2022, Peps chats to James Brooks about the Lions not only roaring back into another finals series but to become kings of the AFL jungle for the first time since 2003.James started his love for radio when he was just 15 years old taking time away from ‘regular’ school to achieve his certificate III and IV in broadcasting. He then started broadcasting on local community radio stations and was soon told by his mates that he was ‘going to be the next Rove McManus’
After graduating uni and taking time off to work and trav...
2022-03-0236 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 8 Episode 4 - The start up's perfect CX mindset - Kelly MukhidaAs we close series 8, what better way than with a first! In this episode of the Customer Experience Superheroes podcast, host, Christopher Brooks is in conversation with Kelly Mukhida, CX lead at start up https://delli.market/Having spotted a gap in the 'tasting/catering/delivery' market (it is such as good spot its not properly defined yet), Kelly explains how Delli's 'customer first' strategy is authentic, because they are building up from scratch. Unlike competitors who have to understand how long it will take to migrate, or which of their cash cows will need to be...
2022-02-0935 min
The Writing Community Chat ShowMax Brooks, World War Z, Devolution and The WCCS!Host Chris Aggett has a favorite book, a book that inspired his own book series. That book is World War Z. The author of that book is Max Brooks. Max is an American actor and NYT best selling author, son of the legendary Mel Brooks and Anne Bancroft! Max has written World War Z, The Zombie Survival Guide, Minecraft novels and most recently, Devolution. A book that has been called 'TRUE TERROR' by the Guardian and 'NAIL CHOMPING SUSPENSE' by Total Film.In this episode, we talked about the sacrifices Max's mother, Anne, made during her successful career to...
2022-01-131h 03
Customer Experience SuperheroesCustomer Experience Superheroes - Series 8 Episode 3 - From Impressed to Obsessed with Jon PicoultWelcome to the CX Superheroes podcast. Now in series 8, we bring commentary from some of the world's most impressive CX practitioners as they help us to discover the CX Superpowers needed to be a leader. Hosted by global CX expert Christopher Brooks each episode explores a different aspect of CX, from a new perspective, In this episode I speak with Jon Picoult who has been at the forefront of proving the ROI case on CX for the past decade. Through this work with Watermark he has bee recognised across the globe. And now he shares his stories f...
2021-12-3138 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 8 Episode 2 - Charity Experience Masterclass with Ashley JonesAshley Jones is an incredible individual. As the founder of Love Not Lost, a bereavement charity which helps families when a loved one passes, by creating enduring memories, she is more than making her life a meaningful one in society. The way Ashley runs the charity provides an exceptional experience for donors (the Heartbeat), benefactors, photographers (tune in to hear how they fit in), volunteers and board members is breathtaking. Listen to the podcast, hosted by Christopher Brooks, and you will be taken on a masterclass in charity experience. Already a TEDx speaker and featured on...
2021-11-2643 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 8 Episode 1 - Humanised Customer Experience with expert Miles C. ThomasThe Customer Experience Superheroes podcast is back for series 8. So we are delighted to kick the series off with someone who those in the know of CX, know as an expert in customer service; Miles C. Thomas. As someone who has an enviable career in leading customer service functions, Miles shares his views with host, Christopher Brooks, on the importance of human experience in business today. Miles explains the secret of the untapped value customer service agents can bring to accelerate change and improvements on behalf of customers. Also up for discussion is how customers expectations have ch...
2021-11-1033 min
CX...Oh!CX Beyond Business ft Christopher BrooksIs there any purpose of CX (Customer Experience) other than retaining customers and keeping the bottomline glowing? Of course, there's something that goes beyond business. It's about creating a CX practice for betterment for all involved; customers, employees, communities, society and shareholders. But what does that actually mean and how to bring it to play? That's what we're learning from Christopher Brooks, a customer strategist with over 20 years of agency, clientside and consultancy experience working with corporates across Europe and the Americas, he is now the MD at Clientship.
Here's what our chat includes:
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2021-09-2223 minHigher Journeys with Alexis BrooksChristopher Macklin – The REAL Cause of Your Emotional Stress (It’s NOT What You Think!)If you are experiencing extreme and prolonged emotional stress, this video is for YOU!
My guest is Christopher Macklin and we’re discussing the non-human influence on mental and emotional stress.
There is no doubt that within the last nearly two years, the global population has suffered a collective blow on many levels, not the least of which is the steep rise in mental and emotional stress…no surprise!
But what if that uptick was coming from an invisible force – a non-human force that although normally cannot be seen, is still managing to wreak...
2021-09-1057 min
Raw & Unscripted with Christopher RauschHow to Shift Negative Mindsets | Lance Brooks | Raw & UNscripted w/Christopher RauschHow to Shift Negative Mindsets | Lance Brooks | Raw & UNscripted w/Christopher Rausch Tuesdays @ 7pm (pst) / 10pm (est)Discover the root causes for where our inner conversations and beliefs started fromLearn what needs to shift in what we are focusing on to create new perspectivesGain valuable strategies for finding your inner peace and true centerPlease join me LIVE Tues, 08/31/2021 @ 7pm (PST) as I have what I'm sure will be a deep conversation about creating ultimate mindset mastery!!! ...
2021-08-311h 03
Customer Experience SuperheroesCustomer Experience Superheroes - Series 7 Episode 4 - Abundance v Scarcity mindset in CX with John D. HansonIn this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX. In conversation with host, with Christopher Brooks, John shares his experiences of leadership in customer experience explaining the binary principle of the Abundance mindset versus the Scarcity mindset. He explains how Generation Y and Millenniums deselect organisations who survive on a scarcity mindset because it doesn't allow individuals to add value and make a difference and how this is now a...
2021-07-2830 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 7 Episode 3 - Purpose and Quality in Retail Experience with expert Ian ScottIan Scott is a rare breed in customer experience; a retail expert. His depth of knowledge on what does and doesn't create short stand out and long term memories is forensic. With a passion for helping retailers thrive against a challenging outlook Ian shares his vision regarding the changing role of the retail store, and why this is the best news for customer experience.In conversation with series host, global customer experience specialist, Christopher Brooks, Ian brings to life the transformation of Nike bringing us insights straight from the table of strategic customer intent at Nike. Nike...
2021-07-1934 min
The Wise IdeaEpisode 163 – What It Means To Become What God Called You To Be With Ryan BrooksEpisode 163 - What It Means To Become What God Called You To Be With Pastor Ryan Brooks
Episode sponsored by DiverseChurchJobs.com
Imagine the impact your life will have when you walk fully in your God-given identity and purpose. Join our host and Guest, Pastor Ryan Brooks, Author, Coach, Consultant and Church Planter, as he unpacks his first (and recently released) book, I Am Called.
In the book and in this episode, you’ll learn:
Which three types of calls to expect from God
Why God expects us to go beyond sacrifice and offer Him our unconditional surrender
What’s in y...
2021-06-0939 min
Notably Disney"101 Dalmatians" (1996) Music Reunion with Robert Elhai, Brad Warnaar, Stephen McLaughlin, and Christopher Brooks25 years ago, Disney engaged in one of its earliest reimaginings of a classic animated film into live-action with the massive hit 101 Dalmatians, starring Glenn Close, Jeff Daniels, and Joely Richardson. The film’s lush score, composed by the legendary and late Michael Kamen, is perhaps an overlooked gem that features some memorable themes and rich orchestration. On this episode of Notably Disney, host Brett Nachman reunites some of 101 Dalmatians’ musical players in reflecting back on the creative process behind this magnificent score, as well as their musical journeys and collaborations with Kamen. Joining in are orchestrator Robert Elhai, orchestrator Brad...
2021-05-181h 48
The Victor Brooks ShowThe Victor Brooks Show Episode 55 / Christopher MannChristopher Mann (born June 17, 1964) is an American actor who has appeared in various films written and/or directed by filmmaker Tony Gilroy. He has appeared in other films such as Ocean's 11, Emmett's Mark, The Mighty Macs, Cost of a Soul, Lebanon, Pa., The Big Year, Backwards, Deer Crossing, 1982, Myra's Angel, Jersey Justice, The North Star, and A Place in Hell.He has had recurring roles on shows such as The Wire, The Underground Kings, and House of Cards in addition to portraying various characters on the Law & Order spin-offs Special Victims Unit and Criminal Intent. In addition...
2021-05-111h 01
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Christopher Brooks - S1E18 is about the CXWG and what really matters most to customersThe CX Goalkeeper had a smart discussion with Christopher Brooks Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship. My learnings: CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success CXWG 2021 is starting in May 2021 Christopher's chapter in the book Customer Experience 2 is about measuring behavioral changes There are 25 CX drivers which are able to replicate 90% of the decision-making process The EXQ (Experience Quality) method identifies what...
2021-04-1940 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 7 Episode 2 - CX in the SME Community with Claire RadbourneChristopher Brooks' CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity.The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns it achieves for larger corporates. Why is this? A lack of qualified professionals to support this community? Possibly. More likely is that it takes a real skill to take the sometimes jargonistic language of customer centricity ands make it relevant and meaningful...
2021-04-1031 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 7 Episode 1 - Make People Matter with Victoria TaylorChristopher Brooks' Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series. Victoria, a CX consultant is in conversation with host, Christopher Brooks on this critical topic. 2020 has seen the demise of the face to to face experience interaction, and a replacement with digital engagements. But this is not through choice its through circumstance. In discussion, Victoria explains why now its more important tha...
2021-03-2528 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 6 Episode 4 - Meet the CX goalkeeper, Gregorio UglioniChristopher Brooks' CX Superheroes explores the traits, techniques and tools the modern day CX professional needs in order to deliver meaningful value to their customers. In this episode we meet up with Gregorio Uglioni, an emerging star of the European CX landscape. As a CX leader within a payments company, Gregorio has the advantage on most influencers in the sector - he's practicing what he's preaching. Known as the 'CX Goalkeeper' (we still dont know why), an active member of the CX community, he has carved a space of his own finding opportunity to contribute back where he...
2021-03-0740 min
No Quit Living PodcastNQL 328 - Casanova BrooksWelcome to Episode 328 of the No Quit Living Podcast. NQL is a personal development podcast designed to help you achieve your goals and desires. Whether you found us from Forbes, Inc Magazine, CEO Magazine, CIO, New Theory, or elsewhere, we're thrilled you are listening. Through hearing the inspiring stories and tips from the greats, we will all find it easier to stay motivated. Casanova Brooks is an award winning real estate agent, investor, speaker and CEO. After achieving high level success in the real estate industry as well as a marketing and sales professional, Casanova...
2021-03-0439 min
No Quit Living PodcastNQL 328 - Casanova BrooksWelcome to Episode 328 of the No Quit Living Podcast. NQL is a personal development podcast designed to help you achieve your goals and desires. Whether you found us from Forbes, Inc Magazine, CEO Magazine, CIO, New Theory, or elsewhere, we're thrilled you are listening. Through hearing the inspiring stories and tips from the greats, we will all find it easier to stay motivated. Casanova Brooks is an award winning real estate agent, investor, speaker and CEO. After achieving high level success in the real estate industry as well as a marketing and sales professional, Casanova...
2021-03-0439 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 6 Episode 3 - Public Service CX v Corporate CX with Gunjan AllenIn this episode of the Customer Experience Superheroes podcast series we catch up with Gunjan Allen, a recognised positive force on the world of customer experience. With a background in corporate and public sector improving the experience for customers and employees, Gunjan is well placed to offer her advice on the difference between these areas. In conversation with host Christopher Brooks, global CX consultant and mentor, Gunjan discusses the criteria of successful leaders in CX, and the pair share personal examples where they've seen the impact of poor management on employees confidence.Alongside her endeavours i...
2021-02-0735 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 6 Episode 2 - Customer Service Upgraded with Bryan HornEach episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst. In conversation with global CX consultant and mentor Christopher Brooks, Bryan brings to life how e...
2021-01-2442 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 6 Episode 1 - Micro CX moments and so much more with Jeannie WatersChristopher Brooks' CX Superhero podcast series features those superpowers needed to be a leader in the world of CX today. In this episode we catch up with Jeannie Walters who poses as many of those super powers as anyone in CX. Global CX consultant and mentor, Christopher Brooks discusses an array of customer-centric topics with Jeannie. They exchange ideas on customer strategy, leadership and programme design. Christopher reveals how the early work of Jeannie has influenced his thinking on various topics today. Plus, Jeannie demonstrates the true spirit of those in the CX community by sharing her e...
2020-12-2140 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 5 Episode 4 - Meaningful Membership Experience with Steve DevineIn this series we look at the CX Superpowers needed by CX leaders and demonstrated by leading brands seeking to create competitive advantage from customer experience. In this episode we look specifically at what this means for membership experience. Steve Devine heads up PROTECT a membership association for those in the world of protection (insurers, technologists and consultancies). With a combination of relevant content, engaging speakers and enjoyable events Steve has seen PROTECT grow, with some members still there since origination. But in March 2020 everything changed for Steve and PROTECT. As the world of event management and ho...
2020-12-0727 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 5 Episode 3 - Sustained Employee Engagement with Shane GoldbergChristopher Brooks' Customer Experience Superheroes podcast series explore the mindset, skillset and behavioural strengths needed to be a CX leader today. We discuss with experts in their field the superpowers needed to be among the elite achieving success from customer centricity. In this episode we catch up with Shane Goldberg, lead CX consultant at CustCore Ltd, Melbourne, Australia. Shane is responsible for guiding clients through customer transformation programmes. In every instance he has recognised the importance of engaging employees who are a few steps removed from directly interacting with customers.In discussion with global CX sp...
2020-11-1227 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 5 Episode 2 - CX 'punking' it with Adrian SwinscoeChristopher Brooks' CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. In this episode, global CX consultant and mentor Christopher Brooks is in conversation with the renowned CX influencer Adrian Swinscoe. Adrian leaves an impression on those he deals with. One which makes them think again about CX, from his no-nonsense perspective. As a writer for Forbes, a published author and serial speaker on the world's big...
2020-11-0249 min
Si Qua VirtusSQV Ep. 10 - Eric BrooksIn this episode of the SQV Podcast host Christopher Laurence speaks to philosopher, Catholic convert and poet, Eric Brooks.
Eric Brooks is a working class father of five and Catholic convert living in Northwest Indiana. He is interested in re-imagining the medieval genres of Romance and Allegory in a modern context. He can be found on Twitter as well as by email.
His book, Phineiad, can be purchased HERE.
Please visit SiQuaVirtus for more.
2020-10-2845 min
Fireside chats without the firesSeason 1 : Episode 30 - "Why the CX World Game Exists" with Christopher BrooksWithout a doubt, one of the most inspirational podcasts we have had the pleasure to be part of. Christopher Brooks joins today's podcast to share with the wider community why the CX World Games exists. It's thought-provoking, insightful, passionate and, above all else, inspirational. Christopher leads by example, has a very clear and defined sense of what his "Why" is, and, ultimately, is a man of his word. It really was an honour to be able to have him as a guest and hear the story of the CX games. How it started, how it has grown and all the huma...
2020-10-1637 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 5 Episode 1 - Leadership v Management in CX with Steve BedermanIn this episode CX Superheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees. Having started his career as a call agent some 40 years, Steve has grown several business and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and technology solutions, these have proved invaluable to a dazzling array of clients. At NobelBiz he leads b...
2020-10-0929 min
This Business Of Music & Poetry PodcastNever Turn Back (Interview with Christopher Swann)In this episode, Cliff Brooks and Michael Amidei interview author Christopher Swann.
Christopher Swann (https://christopherswann.com) is a novelist and high school English teacher in Atlanta, Georgia. A graduate of Woodberry Forest School in Virginia, he earned his Ph.D. in creative writing from Georgia State University. In 2018, Chris was a Townsend Prize finalist, a finalist for a Georgia Author of the Year award, and longlisted for the Southern Book Prize. He lives with his wife and two sons in Atlanta, where he is the English department chair at Holy Innocents’ Episcopal School.
2020-10-0549 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 4 Episode 4 - Inside your customer's imagination with Chip BellWe speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences. CX global specialist, Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity. Chip unpacks 'eccentric listening' and other techniques aligned to the 5 ideas...
2020-09-2828 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 4 Episode 3 - From Customer Service to Customer Care with Nick Lygo-BakerNick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert what they find into actionable improvements. In conversation with global CX consultant and mentor Christopher Brooks, host of the CX Superheroes podcast series, they discuss one area of particular attention is customer service, and how companies...
2020-09-1238 min
The Victor Brooks ShowThe Victor Brooks Show Episode 33 (Quarantine Series) Christopher "Play" Martin of Kid and PlayThe name, "Play", comes from his original MC name, "Playboy", which originated with a group called "Quicksilver and the Super Lovers",[1] which featured producer Hurby Luv Bug. It was with this group that he met Christopher "Kid" Reid, who was using the name "Kid Coolout" with a group called The Turnout Brothers. In time, all of the members of their respective groups moved on, and decided that they could work together as a duo. By shortening their nicknames, it would lead to the start of the group Kid 'n Play. With Kid, Play recorded three successful albums and starred...
2020-08-2800 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 4 Episode 2 - A wake up call for CX Professionals with Nate BrownIn this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new order for CX. As the customer experience discipline has evolved, Nate highlights the importance of knowing your role in CX and being brilliant at it. Which means making sure you have the skills you need for your purpose. He expresses how we n...
2020-08-1337 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 4 Episode 1 The Power of Lego Serious Play with Sirte PihlajaWelcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches. Global CX consultant, mentor and host Christopher Brooks interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX. In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit w...
2020-07-2227 min
The Writing Community Chat ShowCHRISTOPHER MOORE: Shakespeare for Squirrels and the WCCS! #028CHRISTOPHER MOORE is this weeks Moonlight Sessions guest!Christopher Moore is an American writer of absurdist fiction. He grew up in Mansfield, OH, and attended Ohio State University and Brooks Institute of Photography in Santa Barbara, CA.Moore's novels typically involve conflicted every man characters suddenly struggling through supernatural or extraordinary circumstances. Inheriting a humanism from his love of John Steinbeck and a sense of the absurd from Kurt Vonnegut, Moore is a best-selling author with major cult status. (Goodreads extract)Christopher Moore is the author of 15 previous novels: Practical Demonkeeping, Coyote Blue, Bloodsucking Fiends, Island...
2020-07-1857 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 3 Episode 4 Service Recovery with Katie StablerIn this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco & Ritz Carlton we hear how a potential issue can result in a more committed customer. Learning this superpower as well as others in this series will help you become a CXSuperhero.Hosted by global CX consultant and mentor Christopher Brooks...
2020-07-0925 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 3 Episode 3 Crisis Management in CX with expert David WalesIn this episode of Christopher Brooks' Customer Experience Superheroes we meet the superhero David Wales. David spent many years working as a firefighter and training officer, before being appointed as the first customer experience manager in the fire service. Now running his own consultancy practice Shared Aim, David shares his ideals and experiences on the importance of enabling all to review outcomes and situations from the customer's perspective. David explains how important it is to ensure all voices are heard and not just the customers, if you want to have integrated and collaborative engagement.
2020-07-0228 min
The Wise IdeaEpisode 125 – The Dad Difference With Bryan Loritts And Ryan BrooksEpisode 125 - The Dad Difference With Bryan Loritts and Ryan BrooksEpisode sponsored by DiverseChurchJobs.comWhile Coronavirus (COVID-19) is on the forefront of most of our minds, Race and Racial Injustice events in the US has forced the conversation to the forefront.We have intentionally deliberated about whether to take a break from our normal content or keep pushing through. We have (had / continue to have) some incredible guests and topics lined up for 2020. In some cases, we have paused some topics and in others we feel like its necessary to continue with some of...
2020-06-251h 02The Wise IdeaEpisode 125 – The Dad Difference With Bryan Loritts And Ryan BrooksEpisode 125 - The Dad Difference With Bryan Loritts and Ryan Brooks
Episode sponsored by DiverseChurchJobs.com
While Coronavirus (COVID-19) is on the forefront of most of our minds, Race and Racial Injustice events in the US has forced the conversation to the forefront.
We have intentionally deliberated about whether to take a break from our normal content or keep pushing through. We have (had / continue to have) some incredible guests and topics lined up for 2020. In some cases, we have paused some topics and in others we feel like its necessary to continue with some of the Guests that we've...
2020-06-251h 02
Customer Experience SuperheroesCustomer Experience Superheroes - Series 3 Episode 2 The UHNW customer experience with Prof Dr Phil KlausChristopher Brooks' CXSuperhero podcast series covers the various superpowers needed to be a Customer Experience leader today. In this special 10th episode we meet up with the world's leading academic in Customer Experience, Prof Dr Phil Klaus and he exclusively shares with us his studies into the previously unreachable Ultra High Net Worth consumer. Best recognised for his award winning study in behavioural measurement of customer experience, Phil topped the Amazon business book charts. Now through his studies, based at the International University of Monaco, Phil has been decoding the customer experience expectations of the super yacht c...
2020-06-0538 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 3 Episode 1 Customer Experience World Games with Helen BurtDuring lockdown in March 2020, Christopher Brooks created a concept to bring the CX Community together to create better outcomes for charities, social causes and organisations needing to help their customers, employees, communities and society in general. The Customer Experience World Games 2020 was born. With over 140 players in 6 teams from over 30 countries around the world, the biggest hearted and smartest minds from the world's CX talent has gathered to help others in a crisis and show how CX can make a difference. In this episode global Cx consultant, mentor and podcast host Christopher Brooks meets Helen Bu...
2020-05-2524 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 2 Episode 4 - The impact of Covid-19 on online consumer behaviour with Dr Marina Shapira PhDThis episode of Christopher Brooks' CX Superheroes is a must listen episode if you are considering what and how to adjust your digital strategy in response to the current pandemic crisis. With the connection between digital behaviour and customer experience as close as any, keeping a watchful eye on changing online trends is critical. Through data and digital Customer Experience is gradually becoming a more scientific based approach to business decision making. With more focus than ever before on the reliability of behavioural change outsmarting the less reliable sentiment measures of CX. Keeping close to the scientists t...
2020-04-2041 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 2 Episode 3 - Customer data, permissions & consumer trust in CX with expert Simon HinksIn this episode we deal with a topic often side stepped by CX professionals and practitioners - customer data. We speak to GDPR expert, financial services leader and all round 'one of the good guys', Simon Hinks. Global CX consultant, mentor and podcast host Christopher Brooks talks with Simon about what responsibilities Customer Experience has when it comes to customers data. Do we ever think about the implied consent when we send out feedback surveys, or do teams map out the customer 'SAR' (subject access request) journey? Or do we assume the CRM, data and compliance team have it c...
2020-04-0134 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 2 Episode 2 - CX in a Crisis - Reflections from Christopher BrooksIn this episode I showcase 10 organisational responses using customer/employee/community experience to make a difference in a crisis. From Amazon to Louis Vuitton, from Netflix to Pret I detail various endeavours and explore the value of them and to who. These are demonstrating the adaptable nature of strong CX programme management and will act as inspiration, as well as idea sets to all.My name is Christopher Brooks, a practicing global CX consultant and mentor with over 15 years CX transformation programme experience behind me.
2020-03-2316 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 2 Episode 1 - Are there cultural differences in Customer Experience?In this episode, we meet the first of our series 2 guests; Carlos Espinosa. With over 25 years practising customer experience in Europe and now in South America, Carlos has the requisite experience to discuss the cultural differences in customer experience across borders. In conversation with Clientship's Christopher Brooks (himself an international practitioner in CX), Carlos explains how the demographics of a country can have a bearing on both customer expectations and also the capacity of the infastructure to deliver. Carlos takes us on a journey of discovering citing consultancy examples to emphasise his points...
2020-02-1029 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 1 Episode 4 - Value of Customer Journey Mapping with Christopher BrooksThis episode of Christopher Brooks' CX Superheroes is more of a masterclass than the common structured format listeners are familiar with. Customer Journey Mapping is one of the most recognised practices in customer experience. The ability to demonstrate the value of mapping is less often seen. Maps can be the catalyst to the savings and the gains made from customer experience. Understanding how to value them and create significance amongst the business is key. Having facilitated and designed over 200 journey maps with organisations, I bring expertise from many sectors and mapping scenarios. In this podcast we...
2020-02-0728 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 1 Episode 3 - Being the CXRockstar with James DodkinsIn this episode we meet up with the CXRockstar James Dodkins; key note speaker, writer, broadcaster, guitar player and recently crowned 2019 No1 CX Influencer in the UK. Global CX consultant, mentor and podcast host, Christopher Brooks speaks to James about the importance of 'Influence' in Customer Experience. James explains how he sees his role as one to help and inspire others by using a more accessible format; music and creativity. In a very open and honest interview James shares what he does, how he does it and why he loves doing what he does (so we...
2020-01-0659 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 1 Episode 2 - Citizen M Hotels with Christopher BrooksThere are a handful of brands out there which truly get Customer Experience. The typically disrupt markets and make customers reconsider what matters most to them. Citizen M, the boutique transformational hotel chain started in Amersterdam and has now conqured half the world. It's focus on affordable luxury is brought to life with a consistent brand style and a band of brand Ambassadors in every hotel, empowered to do it all. As your guide on this journey, I believe clients are CX Superheroes and their employees posses CX Superpowers which once unearthed bring the brand to life in...
2019-12-0320 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 1 Episode 1 - Employee Engagement with Simon GilbertEmployees are the true CX Superheroes in any organisation. It is said look after your employees and they will look after your customers. But with only a reported 14% of employees fully engaged, something isn't working. In this episode of Customer Experience Superheroes, podcast host Christopher Brooks meets up with Employee Engagement expert Simon Gilbert who shares his ideas and frameworks for delivering successful engaged workforces. Simon talks about his time at Sony Mobile where he created an industry leading programme which inspired front line retail staff to take a challenger brand and make it stand ou...
2019-11-2217 minCustomer Experience SuperheroesCustomer Experience Superheroes - Series 1 IntroIntroduction to the Customer Experience Superheroes podcast series.A series inspiring CX Practioners to become CX Superheroes themselves.In the series we will share what the CX superpowers are, how to get them and how to spot them in others.As well as interviewing several CX professionals about their CX Superpower and catching up with some great branded experiences too. Intended as a 6 part series, with encouragement we are now in our 9th series and 3rd year!The CX Superheroes podcast is presented by CX Specialist, Christopher Brooks,
2019-11-2002 min
Wake Up and Live with Christopher FlaigConversation with David Brooks of DPB and Crew.Todays podcast I am having a conversation with David Paul Brooks (DPB), positive rap artist, songwriter, actor, clothing designer, mentor, motivational speaker, and CEO of DPB Records and Victory Media Group which establishes a new and positive image in the recording industry. His goal is to give people, particularly youth, an alternative and cutting edge message in music that can set them free from painful issues they may be dealing with, in an art form they relate to. In addition, David has created a program for schools dealing with character education issues, such as peer pressure, bullying, promoting respect...
2018-09-1800 min
Soundtracks, Jingles and Music Production'Brain Damage' DARK HIGHLANDS (Original Motion Picture Soundtrack) Jon BrooksDark Highlands (Original Motion Picture Soundtrack)
Brain Damage: Track 3
Music Composer: Jon Brooks
Cinematic, dark and suspenseful orchestral instrumental music soundtrack. Chilling, ominous and sinister thriller/horror film music full of tension and foreboding evil. However, in contrast, it does also feature some beautiful thematic music. Creepy, tense and haunting music with a sense of hideous insanity, urgency, desperation and exhausted melancholy.
Download on iTunes: goo.gl/sKUi4S
Listen on Apple Music: goo.gl/bb1E74
Listen on Spotify: goo.gl/2kvLZj
Download on Amazon: www.amazon.com/dp/B07CQV2JLP
Listen on Amazon: www.amazon.com/dp...
2018-05-0101 min
My Big Story with Christopher SwanA Love for Wine Started a New Career and Winery with Garry BrooksChristopher sits down with winemaker, Garry Brooks. He and his wife Joanne founded Brooks Note Winery in Marin County, California. Garry has a great wine story that is far from typical because it’s all about following the thing you love, not just wine. Garry talks about the different phases of his journey: He went from a technology job at the Gap to going back to school and getting started in wine to working in the wine industry, until finally starting his own winery. Garry also talks about his various transitions, why they needed to happen and how they ha...
2016-05-2459 min
Soundtracks, Jingles and Music ProductionArmy Of Doom - Jon Brooks (Epic and Dramatic Orchestral Battle Film Music)Army of Doom by Jon Brooks. Epic and Dramatic Orchestral Battle Music. I composed, orchestrated and programmed this film music in Logic Pro.
STREAM JON BROOKS MUSIC:
Spotify: spoti.fi/3qg0YxV
Amazon: amzn.to/3BZX3ba
Apple Music: apple.co/3OOKaIz
SoundCloud: bit.ly/3MC7u9T
Deezer: bit.ly/3N4CfFZ
Tidal: bit.ly/43veEUe
SOCIAL MEDIA LINKS:
YouTube: www.youtube.com/jonbrookscomposer
Facebook: www.facebook.com/JonBrooksComposer
SoundCloud: @jonbrooks-1
Website: www.jonbrooks.co.uk
Instagram: www.instagram.com/jonbrookscomposer/
TikTok: www.tiktok.com/@jonbrookscomposer
YouTube Logic Pro X Templates: www.youtube.com/hairybigger
This music is subject...
2014-01-0507 min
Soundtracks, Jingles and Music ProductionJon Brooks - Army Of Doom (Epic Orchestral Battle Music)Army of Doom. Epic and Dramatic Orchestral Battle Music. I composed, orchestrated and programmed this music in Logic Pro using high quality multi-samples. Download on iTunes: https://itunes.apple.com/gb/album/army-of-doom-single/id792985174
Website: http://www.jonbrooks.co.uk
YouTube channel: http://www.youtube.com/jonbrookscomposer
Facebook: https://www.facebook.com/JonBrooksComposer
Twitter: https://twitter.com/JonBrooks_Music
CD Baby: http://www.cdbaby.com/Artist/JonBrooks1
SoundCloud: https://soundcloud.com/jonbrooks-1
This music is subject to copyright and is provided for demonstration purposes only. © 2010 Jon Brooks.
Some of my musical influences include: Jerry Goldsmith, Gustav Mahler, Hans Zimmer, Sibelius, F...
2014-01-0507 min
Apologetics 315 PodcastChristopher Brooks InterviewToday's interview is with Christopher Brooks, Senior pastor of Evangel Ministries in Detroit, Michigan. (blog here) He is also host of the Equipped for Life radio broadcast which airs daily on Salem Communications. (audio archives here) He talks about the relationship between evangelism and apologetics, advice to pastors who want to get apologetics into their church, practical methods of equipping the congregation, his experience with the Biola University Masters of Arts in Apologetics program, and the Oxford Centre for Christian Apologetics.Enjoy.
2010-08-0229 min
Soundtracks, Jingles and Music ProductionThe Science of Full Contact (Silverstone) Jon Brooks MusicView on YouTube: https://youtu.be/OZHlQv9cBCY
Silverstone Tyres - Music I composed and produced in Logic Pro and Pro Tools. © 2010 Jon Brooks.
For additional information or more music, please visit my website: http://www.jonbrooks.co.uk
Title: "The Science of Full Contact"
Agency: Euro RSCG: Kuala Lumpur, Malaysia
Director: Brian Lucknasuwan
Producer: Amos Toolseram
Production House: Passion Pictures
Violins: Yap Yen
Music Composer: Jon Brooks
TVC
Some of my musical influences include: Jerry Goldsmith, Gustav Mahler, Danny Elfman, R. Strauss, John Williams, James Newton-Howard, Alicia, Wagner, Debussy, Patrick Doyle, Shostakovich, Vaughan Williams, Bill Conti, Sibelius, Elgar, Klaus B...
2010-03-0400 min
Soundtracks, Jingles and Music ProductionHappy Chappy (Quirky Instrumental Music) Jon BrooksI composed and programmed Happy Chappy in Logic Pro. This whimsical and quirky instrumental music was broadcast in a communication service provider's commercial campaign.
Download 'Who Cares' (Inspired by 'Happy Chappy') on iTunes here: https://itunes.apple.com/gb/album/who-cares-single/id843569861
Download on CD Baby: http://www.cdbaby.com/cd/jonbrooks110
Download on Amazon MP3: http://www.amazon.co.uk/Who-Cares/dp/B00J4HFYSS/ref=sr_1_56?s=dmusic&ie=UTF8&qid=1416271699&sr=1-56&keywords=Jon+Brooks
Download on Google Play: https://play.google.com/store/music/album/Jon_Brooks_Who_Cares?id=Brzbu5s2eaxq6snbgtrzdkwjhhu&hl=en...
2006-09-2501 min