Customer Experience Superheroes

Hosted by Christopher Brooks

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Latest episode

May 2026

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About the show

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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60 recent

May 26, 2026Episode 332 min

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.

February 3, 2026Episode 21 hr 2 min

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.

December 2, 2025Episode 141 min

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/

October 25, 2025Episode 449 min

CX Superheroes podcast - Series 15 Episode 4 - Meet the new role model for CX - Laura Fiacco

Ready to stop being the 'order-taker' and finally sit at the strategic table? In this episode, we journey deep into the data-driven heart of Kiwi, the online travel giant, with their CX Analytics Lead, Laura Fiacco. Forget drowning in daily survey responses - Laura’s team receives thousands and turns every single piece of feedback into cold, hard currency. We explore the tactical genius of their operation, revealing how they ditched the dusty report binder and forged a strategic partnership with their Product teams. In conversation with CX Superheroes podcast host, Christopher Brooks, MD of CX advisory and training consultancy Lexden CX, Laura breaks down the revolutionary process of aligning quarterly Voice of Customer reports directly with product roadmaps, translating sentiment into the very profitability metrics that product managers use for feature prioritization. You’ll learn how they mastered the art of letting AI handle the endless comment collation, freeing up human intelligence to focus on the high-value work: challenging assumptions, building cross-functional relationships, and dreaming up creative solutions. This isn't just about reading a dashboard; it’s about creating a product so intuitive that customers self-serve, even when navigating the complexity of a travel journey that Kiwi doesn't fully own. Whether you're a CX pro desperate to prove your value, a Product leader looking for a clean, non-disruptive way to integrate customer truth into your sprints, or an Analytics expert ready to see how AI truly augments human strategy, this episode is your blueprint for transforming customer feedback from a requirement into an indispensable competitive advantage. Tune in and discover the engine driving real customer-centric growth. If you would like to connect with Laura or Christopher, you can do so on LinkedIn, https://www.linkedin.com/in/laura-fiacco/, https://www.linkedin.com/in/christopher-brooks-cx/.

July 30, 2025Episode 340 min

CX Superheroes podcast - Series 15 Episode 3 - Building a CX Culture from the inside out - Paula Brazier

What does it take to embed customer experience into the heart of a business?In this episode of Customer Experience Superheroes, we speak with Paula Brazier Client Experience Director at Foster Denovo – a firm offering tailored financial advice and wealth management services.Foster Denovo isn’t your typical financial services firm. With a clear belief that a great client experience must be rooted in culture, Paula has helped lead a programme that puts clients and colleagues at the centre of every decision.In conversation with Christopher Brooks, MD of Lexden CX, You’ll hear how they’ve used internal alignment, cross-functional collaboration, and meaningful metrics to drive change. Paula explains why buy-in from leaders is essential — and how small, consistent actions can shift mindsets across the business.We explore how regulated industries can still deliver standout customer experiences — and why emotional intelligence and trust-building remain key, even in data-heavy environments.Paula also shares how Foster Denovo listens to both clients and employees — and uses this insight to evolve their CX strategy. It’s a practical, people-first approach that others can learn from, regardless of industry.If you work in customer experience, culture change, or financial services, this episode is full of useful takeaways.

July 15, 2025Episode 250 min

CX Superheroes podcast - Series 15 Episode 2 - Candidate Experience - Julian Lukaszewicz

Welcome to the latest Customer Experience Superheroes podcast. This episode tackles a crucial but often messy area: Candidate Experience in Recruitment. Your host, award winning global CX consultant, Christopher Brooks sits down with Julian Lukaszewicz, founder of Career IQ Academy and a seasoned CX and innovation consultant. "I first met Julian over ten years ago when he was studying and improving the quality of passenger experience across the skies. His understanding of the detail needed to get the right experience impressed me and we've stayed in touch since." - Christopher Brooks, CEO Lexden CX Consultancy ServicesJulian brings his unique background, from airline passenger experience to strategic design, to explore why the hiring process feels broken for both job seekers and employers. Discover why aligning expectations is key, and how a proactive career mindset can transform individual journeys. Julian dives into the hidden power dynamics of recruitment, revealing why transparency (like sharing interview questions upfront!) could revolutionise how companies attract top talent. This episode offers powerful insights for anyone navigating the job market or building customer-centric teams. Tune in to understand the science behind creating a better candidate experience.If you wish to connect with Julian, you can find him here. https://www.linkedin.com/in/julianlukaszewicz/. He is always happy to speak with candidates, or those looking to recruit them.

June 5, 2025Episode 149 min

CX Superheroes podcast - Series 15 Episode 1 - Leading CX at Sclae - Tina Lilje

In the latest episode of the Customer Experience Podcast Series, Global Head of CX, Tina Lilje, joins us to share her learned and well earned experience in customer experience leadership. With a global remit in the healthcare division at Philips, Tina has established the importance and the governance for customer centricity. In discussion with CX Superheroes podcast host Christopher Brooks, they discuss the career path of a CX professional, why we do it, and what good outcomes look like. The examples and experience share are a gold mine of insights, ideas and inspiration for any up and coming CX professional. And for those who hold senior positions you will be able to resonate with the realities of 'lonely leadership' Tina refers to. Tina is one of those voices you wish was heard more often, but such is her commitment to embedding customer centricity in the organisation we were grateful to grab this rare interview. So please take notes. I promise you something Tina shares you will use within a week.

May 8, 2025Episode 433 min

CX Superheroes podcast - Series 14 Episode 4 - Human Centric Research - Agnieszka Mroczek - MD at GEKO

As the host of the CX Superheroes I have the privilege of speaking to some of the smartest, progressive and qualified individuals from the world of customer experience. Across the discipline we find we touch other disciplines as well, such as research and UX. And in this episodes our guest is a specialist from this area UX and CX Research; Agnieszka Mroczek, owner of GEKO Research based in Poland. In discussion, Agnieszka shares how her pure research background gives her the training creating customer-centric solutions and leveraging qualitative research in product and service design. We hear about the techniques, learnings and challenges Agnieszka has experienced in this field. Perhaps most importantly, we are reminded that the process of research and what we research is about human behaviour and emotions, which is a reoccurring theme in our conversation.We also appreciate the dangers of short cutting the exercise, or using researchers who are not connected to what the business is trying to achieve. It really is a master class worth listening too.If you have UX or CX research questions o requirements, please contact Agnieszka directly https://www.linkedin.com/in/agnieszka-mroczek/

April 11, 202534 min

CX Superheroes podcast - Series 14 Episode 3 - Optimising not Commercialising AI - Umberto and Vittorio Padovano

You can not switch on your computer or smart phone without having an AI solution promising to change your ways of working presented to you. So does a topic which is moves from top billing to bargain basement and back again daily need another podcast? Well yes, if the discussion on AI is one which isn't being addressed; readiness. Of a 100 companies, 99 are rushing forward and testing AI live in front of their customers. Some examples of hugely inappropriate outcomes from AI are demonstrating the technology in the wrong hands, or untested, can destroy in minutes what CX specialists in a business have taken years to build up.Your CX Superheroes podcast host, Christopher Brooks, invited brothers Umberto and Vittorio Padovano, co-founders of Destination AI to bring some balance to the discussion. After discussing their business start up idea in 2023 when in Monaco, we've kept track on their journey. Now, open for business, and with clients, they have developed a 'readiness' assessment to help organisations understand where they are on their journey of incorporating AI in to their business ecosystems.What they are finding is that there is still a naive emphasis from many on just 'commercialising' AI. There assessment and recommendation report is helping clients move on top optimising the wider benefits of AI. To hear what these are and the mistakes others are making....which is extremely useful if you are on that journey, listen in to the latest episode. If it's a topic of further interest connect with Umberto and Vittorio through LinkedIn. https://www.linkedin.com/in/umberto-padovano-2999411a5/ https://www.linkedin.com/in/vittorio-padovano-47835a20a/

April 8, 2025Episode 150 min

CX Superheroes podcast - Series 14 Episode 2 - The Power of Personal Connection in Business - Patrick McCullough

In this episode, Christopher Brooks, CX Influencer of the Year 2024, and CX Superheroes podcast host, speaks with Patrick McCullough, President of Hallmark Business Connections. In an enlightening exchange, they talk about the role of human connection in business today. While digital communication is efficient, does it create real emotional engagement? Patrick shares insights on balancing digital and personal touch points, the impact of recognition on employees, and why a simple greeting card can make all the difference. Discover how businesses can build stronger relationship experiences with customers and employees through authentic, thoughtful communication.