My Favourite CX

Chris Holt

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Technology
Updated Weekly

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

3d ago

How founders free themselves from every decision | Klaus Schwarzkopf | Ep 42

Klaus Schwarzkopf from Your Metamorphosis joins the podcast to discuss his views on identifying the activities that create the greatest business impact. Klaus then shares a favourite customer experience from a hotel stay in Dubai, where exceptional service, personal attention & removing effort created a memorable experience. To connect with Klaus, head to LinkedIn – https://www.linkedin.com/in/tamarabursztein/ To buy Klaus's book The 80/20 Automation Blueprint, head to - https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint 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/

20 min
May 28

Is the best experience no experience? | Tamara Bursztein | Ep 41

How do you reduce customer effort whilst balancing regulation, operations & differing customer expectations across international markets? Tamara Burszein from SquareTrade joins the podcast live from UCX Manchester to talk about customer insight, behavioural analytics & creating lower effort experiences. Tamara then shares a favourite customer experience from moving apartments, where a seamless utility switching service proved that sometimes the best customer experience is no experience at all. To connect with Tamara, head to LinkedIn – https://www.linkedin.com/in/tamarabursztein/ To find out more about SquareTrade head to - https://www.squaretrade.eu/ 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/

16 min
May 14

Why AI literacy comes before AI tools | Simon Hodgkinson | Ep 40

How do charities responsibly embrace AI whilst maintaining trust, ethics & human connection? Simon Hodgkinson, Head of AI at the British Red Cross, joins the podcast live from UCX Manchester to talk about the organisation’s AI journey, the importance of literacy over hype & how AI can be used to enhance rather than replace human interaction. Simon then shares a favourite customer experience from a hotel stay where a small, thoughtful gesture made a lasting impact & highlights the importance of empowering employees to delight customers. To connect with Simon, head to LinkedIn – https://www.linkedin.com/in/simonhodgkinson/ To find out more about the British Red Cross' work head to - https://www.redcross.org.uk/ 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

36 min
Apr 30

Why vendors lose CX deals they didn't know about | James Parkin | Ep 39

James Parkin, Co-Founder of GAIA-CC (the Global Association of AI & CX Consultants), joins the podcast to talk about building a community that connects consultants, vendors & ideas in one place. James then shares a favourite (and slightly unconventional!) customer experience that highlights how even simple communication breakdowns can have a lasting impact. To connect with James, head to LinkedIn – https://www.linkedin.com/in/jamesparkin/ To join GAIA-CC head to - https://www.gaia-cc.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/ 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

31 min
Apr 16

The most typed thing in chat is "speak to someone" | Ben Hollyer | Ep 38

How do you balance rapid innovation in CX technology with the fundamentals of great customer experience? Ben Hollyer from AudioCodes joins the podcast to explore the evolution of voice, cloud, and AI, and why getting the basics right still matters more than ever. Ben shares his journey through the world of UC & SaaS, discusses the importance of empowering agents, and highlights the “secret sauce” that connects technology, people, and process. To connect with Ben, head to LinkedIn – https://www.linkedin.com/in/bhollyer/ 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

41 min
Apr 2

Channel of choice: finding your CX 80/20 | Nancy Bergantzel | Ep 37

How do you create customer experiences that genuinely resonate & stay with people long after the interaction ends? In this episode, Nancy Bergantzel joins the podcast to explore what great CX really looks like in practice & why the small, thoughtful moments are often what matter most. Sharing her perspective on how organisations can move beyond transactional interactions to build trust, emotional connection & long-term loyalty. To connect with Nancy, head to LinkedIn – https://www.linkedin.com/in/nbergantzel/ If you are interested in purchasing one of Nancy's books, visit – https://www.amazon.co.uk/stores/Nancy-Bergantzel/author/B0CR9BKJ7K?ref=ap_rdr&shoppingPortalEnabled=true 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/

29 min
Mar 19

How to turn customers into raving fans | Simon Teague | Ep 36

How do coaching, leadership and customer experience come together to drive real business results? In this episode of My Favourite CX, Chris Holt is joined by Simon Teague from New Level Results to discuss the impact of coaching, leadership development and the role of customer experience in building successful organisations. Simon then shares a standout favourite customer experience from a cruise with Holland America Line, highlighting how thoughtful service and attention to detail can turn a good experience into a memorable one. To connect with Simon, head to LinkedIn – https://www.linkedin.com/in/simonteague1/ To learn more about New Level Results, visit – https://www.newlevelresults.co.uk/ 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/

37 min
Mar 5

Stop buying AI because your competitors did | Mike Gale | Ep 35

Mike Gale, founder of Acacia Consultants joins the podcast to talk about what it really takes to embed customer experience into the DNA of an organisation. Mike shares his perspective on aligning strategy with delivery, creating clarity across teams & why sustainable CX success starts with leadership commitment. We also explore Mike’s favourite customer experience, breaking down what made it memorable, why it worked so well & the practical lessons organisations can take from it. From trust & communication to simplicity & follow through, it’s a powerful reminder that great CX is built deliberately, not accidentally. To connect with Mike, head to LinkedIn – https://www.linkedin.com/in/mike-g-09116b7/ To learn more about Acacia Consultants, visit – https://Acaciaconsultants.co.uk 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/

43 min

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

Creator

Chris Holt
Years Active

2025 - 2026
Episodes

42
Rating

Explicit
Copyright

© Holt CX Consultancy 2025
Show Website

My Favourite CX