On the final episode of Season 3, we're joined by Mary Poppen (Chief Strategy and Customer Officer) at Involve.ai to have a convo about the changing definitions of CX and the technology-led CX revolution.

"The language that they understand is shareholder value" - Jon Picoult (Founder) at Watermark Consulting

Dec 2nd, 2021 26m 49s

On the 5th episode of Season 3, we're joined by Jon Picoult (Founder and CX Expert) at Watermark Consulting and author of the book 'From Impressed to Obsessed' to have a convo about taking cognitive science into CX theory and the nuances about

"As soon as they saw their satisfaction score, 45 out of 60 people would leave the room" - Ben Llewellyn (Global CEO CX) at Ipsos

Dec 1st, 2021 24m 43s

On the fourth episode of Season 3, we have a convo with Ben Llewellyn (Global CEO Customer Experience) at Ipsos about how far CX has come for the past couple of decades and the true meaning of CX maturity.

"People now are picking companies whose values replicate their own" - Katie Stabler (Founder) at Cultivate

Nov 20th, 2021 25m 37s

On the third episode of Season 3, we have a convo with Katie Stabler (CX Consultant) at Fujitsu, founder of CULTIVATE Customer Experience consultancy and recognised in 33 Inspiring Women in CX 2022 about the delicate balance of scaling personal

"Our lines of responsibility have never been blurred despite not having a CX function" - Nora Zukauskaite (Global Marketing Director) at Ciate London

Nov 15th, 2021 26m 1s

On the second episode of Season 3, we have a convo with Nora Zukauskaite (Global Marketing Director) at Ciate London (part of Brand Agency London) about how beauty promises shape customer expectations in the beauty industry and the crux of deli

"Your fanbase wants you to succeed - so use them" - Anand Sampat (CXO) at Huawei UK

Nov 6th, 2021 22m 37s

On the first episode of Season 3, we have a convo with Anand Sampat (Chief Experience Officer) at Huawei about CX in service vs product, educating your customer, and the importance in creating communities.

S2E9 - Garry Gormley, Contact Centre Specialist at FAB Solutions

Aug 18th, 2021 25m 7s

This week on CX Sells Podcast Season 2, we are joined by Garry Gormley, Contact Centre Specialist at FAB Solutions to have a convo about how technology might one day replace people in contact centres.

S2E8 - Kristi Faltorusso, Top 25 Customer Success Influencer | VP of CS at ClientSuccess

Aug 12th, 2021 22m 55s

This week on CX Sells Podcast Season 2, we are joined by Kristi Faltorusso, Top 25 Customer Success Influencer and the VP of Customer Success at ClientSuccess to have a convo about the evolution of the customer success profession and the CSM ro

S2E7 - Edward Deason, UK Head of Customer Service at Pret A Manger

Aug 4th, 2021 28m 15s

This week on CX Sells Podcast Season 2, we are joined by Edward Deason (UK Head of Customer Service) at Pret A Manger to have a convo about Pret's journey from offline to online and the intersection of customer service and customer experience.

S2E6 - Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming

Jul 21st, 2021 26m 24s

This week on CX Sells Podcast Season 2, we are joined by Kayle Rattigan (Head of Customer Service) at Sky Betting & Gaming to have a convo about career growth and innovation in customer service.

S2E5 - Sham Aziz, Head of Customer Service at Selfridges

Jul 13th, 2021 28m 24s

This week on CX Sells Podcast Season 2, we are joined by Sham Aziz (Head of Customer Service) at Selfridges to have a convo about the evolution of customer service, the relationship between customer experience & customer service, and annoying s

S2E4 - Povilas Čiuplys, VP Customer Service Operations at TransferGo

Jul 5th, 2021 25m 22s

This week on CX Sells Podcast Season 2, we are joined by Povilas Čiuplys (VP Customer Service Operations) at TransferGo to have a convo about the winning combination of CX & product, common misconceptions around customer service centres, and CX

S2E3 - Caroline Graley, Customer Lead at Patch Plants

Jun 30th, 2021 23m 56s

On this week's episode of CX Sells Podcast Season 2, we are joined by Caroline Graley (Customer Lead) at Patch Plants and a former Head of Voice of Customer at HelloFresh to have a convo about the CX business case, growth during COVID, and cust

S2E2 - Mark Kramer, CX Director - Customer Data, IT, & Tooling at KLM

Jun 23rd, 2021 25m 55s

On the 2nd episode of CX Sells Podcast Season 2, we are joined by Mark Kramer (CX Director, Customer Data, IT, & Tooling) at KLM and a Certified Customer Experience Professional (CCXP) to have a convo about KLM's journey through COVID, champion

S2E1 - Adi Tobias, Head of CX - Sub-Saharan Africa at Uber

Jun 16th, 2021 27m 12s

On the first episode of Season 2, we have a convo with Adi Tobias (Head of CX, Sub-Saharan Africa) at Uber and a frequent judge at international CX awards about regional CX, importance of design thinking, and CX awards.

S1E10 - One well-crafted story will get more buy-in than all of the data points in the world

Apr 20th, 2021 27m

Season 1 - Episode 10 of the CX Sells Podcast features Karen Mangia - VP of Consumer & Market Insights at Salesforce discussing the role of tech in B2B CX, the role of a purpose statement, Salesforce's approach to CX and the importance of stori

S1E9 - Decision intelligence is the commercial application of AI, super powering the outputs of humans

Apr 14th, 2021 25m 57s

Season 1 - Episode 9 of the CX Sells Podcast features Tom Summerfield - Retail Director at Peak discussing how AI is changing customer experience.

S1E8 - Whoever gets closest to the customer wins

Mar 31st, 2021 25m 3s

Season 1 - Episode 8 of the CX Sells Podcast features Anita Toth - Chief Churn Crusher discussing customer retention strategies, adapting feedback to Software as a Service (SaaS) and the art of customer-centricity.

S1E7 - If you have champions who engage with you, you are self-fulfilling your business growth

Mar 23rd, 2021 23m 1s

Season 1 - Episode 7 of the CX Sells Podcast features the CX Director at L'Oréal discussing CX metrics, importance of supporting your customers throughout COVID and Philippa’s journey from supply chain to customer experience.

S1E6 - Data is the seed in the soil that needs to be watered

Mar 16th, 2021 21m 47s

Season 1 - Episode 6 of the CX Sells Podcast features the Digital Development Director at Rimi Baltic discuss the company's transition from being a grocery retailer to an essential business, biggest learnings in the process and the role of cust

S1E5 - Sometimes you learn more from the stuff that didn't go right

Mar 10th, 2021 23m 54s

Season 1 - Episode 5 of the CX Sells Podcast features the Head of CX, Optimisation & Insights at PaddyPower Betfair discussing breaking down silos in CX, combining quantitative & qualitative data, and the importance of efficient problem-solving

S1E4 - You can never know enough about your customers

Mar 2nd, 2021 25m 23s

Season 1 - Episode 4 of the CX Sells Podcast features the Global Subscription Experimentation Manager at DAZN discussing career growth in customer experience optimization (CXO) and DAZN Group's approach to CX throughout the pandemic.

S1E3 - You can apply CX to any situation as long as you think outside the box

Feb 23rd, 2021 23m 58s

Season 1 - Episode 3 of the CX Sells Podcast features the Former Voice of Customer Lead at Hostelworld discussing how to turn CX insights into strategy, CX transformation in media & travel and adapting your CX skillset in times of crisis.

S1E1 - Go into it with the right intent and you'll get the right outcomes for customers

Feb 23rd, 2021 26m 53s

Season 1 - Episode 1 of the CX Sells Podcast features the Head of CX at FOOTASYLUM discussing career growth in customer experience, what customer-centricity means in different contexts and retail throughout the pandemic.

S1E2 - We are the new generation of people that will drive CX

Feb 16th, 2021 25m 9s

Season 1 - Episode 2 of the CX Sells Podcast features the Head of CX at Momentum Investments discussing the nuances of Return of Investment (ROI) in CX, the delicate balance of digital vs physical and company loyalty.