Customer Experience Superheroes

Christopher Brooks
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Presented by CX Influencer of the Year 2024, Christopher Brooks. The CX Superheroes podcast, with over 50 episodes brings you insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their strategies. Either they define best in class or are pushing the boundaries for the next generation of customer experience. From strategy to delivery, from SMEs to Enterprise customer centricity, all aspects of CX are covered and celebrated. 

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  1. Customer Experience Superheroes - S16 E1 - Jacob Moelter - Managing so much more than service tickets

    EPISODE 1

    Customer Experience Superheroes - S16 E1 - Jacob Moelter - Managing so much more than service tickets

    In 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 feedback, behavioural insight, and customer advocacy when they are trained, empowered, and connected to decision-making. You will hear specific examples from SupportNinja clients who have reduced customer effort by simplifying processes and improving knowledge flows. Jacob highlights how small changes, such as clearer ownership of customer issues or faster access to information, can reduce repeat contacts and improve resolution quality. He encourages leaders to ask where their support teams spend the most time and what insights they are collecting but not using. The episode also touches on the future of outsourced CX. Jacob describes how SupportNinja blends technology, human capability, and cultural alignment to deliver support that feels personal and consistent. He shares how companies can build scalable support operations without losing the human touch that customers expect. If you are assessing your support function, planning to outsource, or looking to elevate the role of customer service inside your organisation, this discussion offers practical and actionable guidance. Learn more about Jacob: https://www.linkedin.com/in/jacobmoelter/ Explore SupportNinja: https://www.supportninja.com/ Learn more about Lexden CX: https://lexdengroup.com/ Learn more about Christopher: https://www.linkedin.com/in/christopher-brooks-cx/

    42 min
  2. Customer Experience Superheroes - S16 E2 - CX Tech Demo Day

    EPISODE 2

    Customer Experience Superheroes - S16 E2 - CX Tech Demo Day

    This episode of the Customer Experience Superheroes podcast captures a frank panel discussion recorded at Lexden’s CX Tech Demo Day in October 2025. Believed to be the first event dedicated solely to CX technology, it brought together providers focused on real capability, not surface-level innovation. The panel features Federico Cesconi (Sandsiv), David Heneghan (CX Index), Keith Fulford (Genesys), Trent Rossini (inCuba) and Agam Kohli (Odigo), hosted by Christopher Brooks from Lexden Group. The discussion is shaped deliberately from a buyer’s perspective, with questions that cut through typical vendor messaging. Rather than product talk, the panel explores how CX technology should deliver value. How ROI is genuinely measured. Where time savings create the biggest commercial impact. And whether AI can finally drive both efficiency and customer loyalty without compromise. The conversation also covers how vendors position themselves with clients, the role of cybersecurity as a non-negotiable part of customer care, and how leaders should think about AI as an intelligence layer across the entire customer journey. If you’re responsible for CX strategy or technology investment, this episode offers clear, grounded perspectives from people working at the sharp end of CX tech decisions.

    1h 2m
  3. CX Superheroes podcast - Series 16 Episode 3 - From Passion to Best Practice - Kayleigh Harwood - Utility Aid

    EPISODE 3

    CX Superheroes podcast - Series 16 Episode 3 - From Passion to Best Practice - Kayleigh Harwood - Utility Aid

    In 2025, energy broker Utility Aid, dedicated to the charity and NGO sector, collected 'Most Trusted Utility Broker'. Recognised as a leading UK company in this field, we caught up with Kayleigh Harwood, Customer Service Director to understand what make Utility Aid stand out from the crowd.  In the latest episode of the CX Superheroes, hosted by Lexden CX's Christopher Brooks you will hear how success is earned. Kayleigh shares the passion she has for ensuring customers get the outcome they deserve, and a valued experience to arrive there.  Kayleigh explains in conversation with Christopher that her passion for delivering great customer experience started long before joining Utility Aid. Being a part of Utility Aid has helped her appreciate just how much you can achieve on behalf of customers, when the culture of the business embraces it too. We hear how having a deep understanding of your customers, charities in the case of Utility Aid, helps you empathise with their challenges, such as not always having expertise in utility contracts to ensure the charity is getting the best deal.  It also means alot of effort goes in behind the scenes to ensure the effort of those in the charity are not spending their time wading through admin. Their priority is serving others in society who need support, which makes Utility Aid's involvement more of a purpose for all, as Kayleigh explains.  We all hear about the importance of celebrating gains in CX, and recognising progress. Kayleigh provides great insight into this and the impact it can have on motivating colleagues to achieve more.  Kayleigh and Utility Aid provide a strong justification to be recognised as leading role models in customer experience, which is high praise considering the guests we've had on this podcast.  Tune in and discover why we hold them in such high regard.

    33 min
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Presented by CX Influencer of the Year 2024, Christopher Brooks. The CX Superheroes podcast, with over 50 episodes brings you insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their strategies. Either they define best in class or are pushing the boundaries for the next generation of customer experience. From strategy to delivery, from SMEs to Enterprise customer centricity, all aspects of CX are covered and celebrated. 

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