Shows
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 Services2025-07-1550 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 BusinessIn 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
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 - 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 - 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 - 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 - 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 - 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
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
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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