Customer Experience Superheroes Christopher Brooks

In 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 both curates content for, but will also take responsibility for delivering in some regions. Hear why Michael agreed to come on board for this project, and learn from his wealth of experience on what you need to do to make CX training a success if you are considering to launch a programme within your company or as a CX consultant/ training business.   

We 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. 

There are few books dedciated to the art of B2B CX, and as a global b2b CX practitioner himself, host Christopher Brooks is able to have an informed and interrogative discussion on the topic.

Whilst there are few book spoilers in here, the narrative does keep close to the book and Jim's influences and inspiration for it.  Jim might also be the nicest guy in CX. Find out for yourself why he's such a positive energy to be around. 

There 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 customer experiences around the outcome they want to achieve. 

Ricardo shares his journey and his methods to arrive at better CX design. As well as imparting an array of personal and professional design experiences.  Experimentation and Collaboration are just two of the customer centric superpowers Ricardo discusses in conversation with Lexden CX's Christopher Brooks, also your series host.

In 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.  In discussion, we understand how organisation and structure are needed to optimise OKR's and Sophie introduces us to a technology solution which NOQX have been developing t simplify the management within large (and smaller) organisations.

Is this podcast for you?
If you've not heard of OKR's this podcast is for you.
If you've heard of OKR's but are still wondering if they are right for your business, this podcast is for you.   
If you are using OKR's and want to understand how to systemise the management, this podcast is for you. 
In fact, anyone will get value so take a listen. 

In the podcast, you will hear mentioned Sophie's free e-book on OKRs. So take a look https://noqx.io/category/ebooks/.

In Lexden's latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer's James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer Duty.  James shares his evidence on how financial services brands are adjusting their ways of working to address the four principles which underpin Consumer Duty. 

The discussion broadens out to the impact of regulatory governance on customer experience ambitions and deliverables with both providing first hand experience of the catalyst and constraints that organisations deal with when regulation is a mandated stakeholder for CX in a business. 

James also helps listeners appreciate the support and guidance available to business' struggling to get to grips with, or take advantage of the well intended new legislation. 

Regardless of whether you are associated to financial services, or a company in a regulated sector, it sheds light on what happens when your CX is partly directed by others. 

There 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 and brilliantly written chapters from Annette's latest business book, 'Built to Win'. The discussion covers the origins of the book, its novel structure and taps into some of the themes which Annette brings to life with examples and practice templates. 

To condense the highlights from Annette's impressive career into a short podcast isn't possible, but we thank her for her generosity to share so much in the time we did have. We hope you as inspired as we are.