My Favourite CX

Chris Holt
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Sharing some positivity from the world of Customer Experience, tune in to hear tales of wonderful experiences from a wide ranges of voices interviewed by Chris Holt. For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

  1. 4d ago

    CX Leadership: What 30 years in tech actually teaches you | Clive Sawkins | Ep 50

    What does a career in CX leadership teach you? Clive Sawkins, CEO of Digital Barriers, joins the podcast to talk about his career in technology, the balance between automation & human contact, and why everything should ultimately start and end with the customer experience.We then discuss Clive's favourite customer experience at Goodwood, discussing how attention to detail, consistent delivery and managing the many variables of a large event have helped create an experience that keeps him coming back. To connect with Clive head to LinkedIn - https://www.linkedin.com/in/clive-sawkins-22838/ To find out more about Digital Barriers, head to their website - https://digitalbarriers.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ Photo credit to Heather Bloomfield, thanks Mum :)

    CX Leadership: What 30 years in tech actually teaches you | Clive Sawkins | Ep 50

  2. Sep 17

    Cut through the AI bubble and focus on what contact centres actually need | Xander Freeman | Ep 49

    How can small, thoughtful actions make a big difference to customer experience? Xander Freeman, Digital Content Director at Call Centre Helper, joins the podcast to discuss the changing world of CX, AI, contact centres and the importance of bringing different perspectives into the industry. Xander then shares two favourite customer experiences, including a hotel that went above and beyond after his luggage was lost and showed how small, personalised gestures can create a lasting impression. Xander Freeman Digital Content Director at Call Centre Helper, the world’s largest online community of contact centre professionals. He is a regular host and moderator of webinars, interviews, and live panels on a wide range of topics in the customer contact space – sharing insights on CX innovation, AI, workforce management, QA, and more. As part of the Call Centre Helper team, he engages with CX professionals from all over the globe, ensuring that the organisation stays at the cutting edge of what both CX leaders and agents need to know to succeed in what can be an extremely challenging environment. Connect with Xander on LinkedIn at https://www.linkedin.com/in/xanderfreeman/ Call Centre Helper is the leading online resource for the contact centre industry, sharing practical advice, expert insights, and real-world best practice. From customer experience and workforce management to technology, leadership, and wellbeing, it helps contact centre professionals stay informed, inspired, and connected. In addition to their library of 20,000+ best practice articles they also provide: An Industry Leading Webinar Programme – Hosting regular live and on-demand sessions featuring industry experts and practical case studies. A Weekly Newsletter – A curated roundup of the latest insights, trends, and advice from across the industry. A CX Resource Library – Filled with the latest reports, white papers and eBooks from industry experts. Free Tools & Calculators – Practical tools to help teams plan, benchmark, and improve performance. Find CCH and join their community of over 1.7 million CX practitioners at www.callcentrehelper.com For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

    Cut through the AI bubble and focus on what contact centres actually need | Xander Freeman | Ep 49

  3. Sep 3

    Is your AI WFM solution is solving a real problem or creating one? | Irina Hollatz | Ep 48

    Today on My Favourite CX Irina Hollatz from Right WFM joins the podcast to talk about WFM, AI and why having the right people available to serve customers is where CX really starts. Irina then shares her favourite customer experience with LOT Polish Airlines and how anticipating customer needs, providing solutions and making a stressful situation feel seamless has created a level of trust and loyalty that keeps her coming back. To connect with Irina, head to LinkedIn - https://www.linkedin.com/in/irina-hollatz-wfm-consultant/ To find out more about Right WFM, head to - https://rightwfm.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

    Is your AI WFM solution is solving a real problem or creating one? | Irina Hollatz | Ep 48

  4. Aug 20

    Why AI should raise your floor, not replace your best agents | Chris Brdar | Ep 47

    This time on My Favourite CX Chris Brdar from Red Mountain Weight Loss joins the podcast to talk about AI, employee experience and how technology can raise the level that teams deliver customer experience. Chris shares a deeply personal favourite customer experience that highlights the importance of empathy, understanding and taking the time to genuinely help someone when they need it most. CONTENT WARNING: Does include references to suicide in the second half of the podcast. To connect with Chris, head to LinkedIn - https://www.linkedin.com/in/chrisbrdar/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

    Why AI should raise your floor, not replace your best agents | Chris Brdar | Ep 47

  5. Aug 6

    Optimising everything is quietly destroying your mental health — and your CX | Tom Oxley | Ep 46

    Today, Tom Oxley from Bamboo Mental Health joins the podcast to discuss why creating psychologically safe workplaces enables people to deliver exceptional customer experiences, how AI is changing the way we work, and how optimisation may not be conductive to your mental health. Tom then shares with us a favourite customer experience from a family campsite that perfectly demonstrates how authentic human connection and understanding your customers creates memorable experiences that keep people coming back. To connect with Tom, head to LinkedIn - https://www.linkedin.com/in/tom-oxley-bamboomentalhealth/ To watch Tom's Tedx talk, head to - https://www.youtube.com/watch?v=G0XUimJbz44 For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

    Optimising everything is quietly destroying your mental health — and your CX | Tom Oxley | Ep 46

  6. Jul 23

    How to turn every service failure into loyalty with the right human response | Joe Naberhaus | Ep 45

    How do you balance AI, outsourcing and the human touch to create exceptional customer experiences? Joe Naberhaus from Outsource Consultants joins the podcast to discuss the future of contact centres, the importance of knowledge management, agent empowerment and why customer loyalty is built through meaningful human interactions. Joe then shares a favourite customer experience from over 20 years ago that demonstrates how ownership, passion and going the extra mile can create customer loyalty that lasts a lifetime. To connect with Joe, head to LinkedIn – https://www.linkedin.com/in/joe-naberhaus/ To find out more about Outsource Consultants, head to - https://www.outsource-consultants.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

    How to turn every service failure into loyalty with the right human response | Joe Naberhaus | Ep 45

  7. Jul 9

    Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44

    How do you build customer support operations that are ready for both today's customers and tomorrow's AI? Sam Davison from OPCX Solutions joins the podcast to discuss his journey from leading Sennheiser's global support operation to launching his own consultancy, sharing insights on omnichannel support, agent empowerment, knowledge management and why getting the foundations right is key to exceptional customer experience. Sam then shares two favourite customer experiences, highlighting an outstanding NHS care journey and why First Direct continue to set the standard for effortless customer service. To connect with Sam, head to LinkedIn – https://www.linkedin.com/in/sam-davison-opcx/ To find out more about OPCX, head to - https://www.opcx.solutions/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

    Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44

  8. Jun 25

    Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43

    Gerry Brown joins the podcast to discuss how the moments that matter are often when things go wrong, and why great service recovery can turn a negative experience into a lasting positive impression. Gerry shares his views on the importance of listening to customers, acting on feedback & ensuring organisations learn from service failures. To connect with Gerry, head to LinkedIn – https://www.linkedin.com/in/gerryhbrown/ To find out more about The Customer Lifeguard head to - http://www.thecustomerlifeguard.co.uk/ To buy Gerry's book - https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131 For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt8

    Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43
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About

Sharing some positivity from the world of Customer Experience, tune in to hear tales of wonderful experiences from a wide ranges of voices interviewed by Chris Holt. For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

Information

  • Creator
    Chris Holt
  • Years Active
    2025 - 2026
  • Episodes
    50
  • Rating
    Explicit
  • Copyright
    © Holt CX Consultancy 2025
  • Show Website
    My Favourite CX