Chris & Greg's World of Customer Experience

Chris John de Souza
  • 0.0 (0)
  • TECHNOLOGY

What happens when two industry veterans with decades of "in the trenches" experience start venting about their own customer service stories? A podcast is born. Join Chris de Souza and Greg Thomas as they bridge the gap between the old-school contact centre and today’s tech-driven landscape. They’ve seen it all—from the first desk phones to the AI revolution—and they’re here to break down why the human element still matters in a world of algorithms. Part industry deep-dive, part relatable "ramblings" of two CX stalwarts, this series features expert guests, honest critiques, and a behind-the-curtain look at an industry that is often underestimated but affects us all. Hit subscribe and join the conversation. Because at the end of the day, we all just want a better experience.

Episodes

  1. Goodbye 2025, Hello 2026: The CX Festive Special

    JAN 12

    Goodbye 2025, Hello 2026: The CX Festive Special

    As the tinsel goes up and the 2025 calendars come down, Chris de Souza and Greg Thomas trade their suits for Santa hats to reflect on a whirlwind year in Customer Experience. From the tech breakthroughs that actually worked to the trends that were just "bah humbug," Chris and Greg break down the most impactful moments of 2025. But this isn't just a look back—it’s a roadmap for the future. Grab a glass of something festive and join the stalwarts as they peer into the crystal ball to predict what 2026 has in store for the world of CX.

    35 min
  2. Chris & Greg meet Cad and The Dandy, Savile Row

    JAN 11

    Chris & Greg meet Cad and The Dandy, Savile Row

    What does a 200-year-old tradition of hand-stitched suits have to do with modern customer experience? More than you’d think. In this episode, Chris and Greg sit down with James Sleater and Oliver Mumby of the renowned Cad & The Dandy. Prepare to have your perceptions challenged as they reveal how one of the world’s most traditional industries is utilizing cutting-edge technology to revolutionize customer service—without ever losing that "bespoke" personal touch. In this episode, we dive into: The Literal Royal Treatment: How they handle customers who are quite literally Kings.Tech-Forward Tailoring: How data and technology ensure a flawless fit every time.The "Cigar Pocket" Philosophy: A masterclass in anticipating customer needs before they even ask.Step inside the world of high-end tailoring and discover why, in the world of CX, the customer is always King.

    33 min
  3. Contact Centre Expo 25 seemed a good place to start

    JAN 11

    Contact Centre Expo 25 seemed a good place to start

    Chris and Greg start their adventure in podcasting at the Contact and Call Centre Expo at the Excel in London, well, near the Expo, at the amazing Tapas Tapas, who we are very grateful for accommodating us.

    23 min
  • 3 Episodes

About

What happens when two industry veterans with decades of "in the trenches" experience start venting about their own customer service stories? A podcast is born. Join Chris de Souza and Greg Thomas as they bridge the gap between the old-school contact centre and today’s tech-driven landscape. They’ve seen it all—from the first desk phones to the AI revolution—and they’re here to break down why the human element still matters in a world of algorithms. Part industry deep-dive, part relatable "ramblings" of two CX stalwarts, this series features expert guests, honest critiques, and a behind-the-curtain look at an industry that is often underestimated but affects us all. Hit subscribe and join the conversation. Because at the end of the day, we all just want a better experience.

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