In this episode of Lexden's CX Superheroes, we catch up with Michael Brandt, a leading CX professional in Europe. In conversation with host Christopher Brooks, Michael shares his experience on what's important when it comes to training colleagues in customer experience. With over 30 years experience working for global companies delivering CX traini…

Can you be a double CX Superhero? With Prof Dr Phil Klaus we believe so because this is his second invitation to guest on the Customer Experience Superhero podcast. This time host Christopher Brooks gets the opportunity to find out more about the man behind the best seller, Measuring Customer Experience. Almost 10 years after publication, it is sti…

In the latest episode of the CX Superheroes, Christopher Brooks, host and MD of Lexden CX speaks with Sophie Hedestad, founder of NOQX. We came across Sophie in an article on the power of OKRs in customer experience, and wanted to learn more. In this episode we get to understand what OKR (Objective and Key Results) are, and why they are becoming mo…

There are many aspects of customer experience. No one person can have a satisfactory depth of expertise in all areas. The CX Superheroes podcast series brings to the mic, experts in specific fields to give you, our esteemed listener, a broader appreciation of the various components to succesful customer centricity. This episode we focus on design a…

We kick of series 12 of the CX superheroes podcast series with an industry legend. There can be few people in CX you'd want to spend time with more than Jim Tincher. We were delighted when Jim agreed to be a featured author in the Lexden CX Book Club and share the 'making of' Do B2B Better. This is a book which captures Jim's learnings which he's c…

Franz Alvardo has watched the world of design evolve and along with it his career from the material to digital. Franz started at a jewelery story and over a ten year career now works as a principal designer at T-mobile and has amassed over 100 million downloads associated with the projects he's worked on. Many have heard of a full-stack developer, …

I'm back after a half a year and ready to start this creative thing all over again. Let's get to work.

John Sills, author, CX consultant and former head of customer innovations, is the latest in a line of illustrious professionals who have guested at the Lexden CX Book Club. John has been a crusader for better customer experiences for many years. First within a global corporate in the world of banking, and now with his consultancy helping clients en…

There is a lot of waffle on employee engagement and employee experience. Most of it is puffed up common sense or repurposed HR practices which HR practitioners have been aware of and delivering before CX was popular. But on occasion, and this podcast is one of those, someone steps forward who actually knows what they are talking about. Enter Nicole…

There is one content producer in the CX Community we have wanted to have as a guest for some time; Annette Franz. As a consultant, author, trainer and mentor Annette has spent a slice of her career working with clients to improve outcomes for their customers, colleagues and communities. This was a key part of our topic of this CX Superhero podcast …

In Lexden's latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer's James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer Duty. James …

Every once in a while you meet, or as in the case of CX Superheroes podcast host Christopher Brooks, you get to work with an exceptional talent. Piotr Wojciechowski, CX practitioner with a design background is such a talent. Having delivered a CX transformation project together in Poland, Christopher is keen the rest of the world discovers the valu…

The Customer Experience superheroes aims to inspire you with the latest thinkers in CX. Hosted by global customer experience specialist Christopher Brooks of Lexden CX, you are introduced to qualified experts in their field of customer experience specialism. One critical area of customer experience is customer feedback. But too often this is seen a…

The Customer Experience Superheroes is now in its 10th series. We've introduced you to CX professionals and practitioners from across the globe. Seeking out new thinkers and rule breakers who dare to experiment to achieve better outcomes, when others are content to rely on convention. In this episode we join in conversation between Eli Lepkifker, c…

In this episode of the Customer Experience Superheroes podcast we meet Jochem Van de Veer, CEO of They Do. Host Christopher Brooks speaks with Jochem about the progression from Customer Journey mapping, a recognised practice for identifying customer pain points and new opportunities, to Customer Journey Management, where the emphasis shifts to acti…

On this episode of the podcast we get into a good idea I learned from the author, Simon Sinek. What follows is a discussion of the movie 'Insomnia' one of Christopher Nolan's first which followed the wildly successful 'Memento. Featuring an excellent performance from Al Pacino and Robin Williams it is without question a fantastic film. Then, we end…

From swimming with dolphins to a dicussion of corporate evil. The interstice podcast will not subject itself to things like being beholden to one particular range of topics.

Ever in search of the most light-hearted topics for the podcast this episode I chose to focus on the most cheery of all, death. Not only that of course, human evolution found its way in there as well. Finally we get into a discussion of what it takes growing older to avoid become embittered or left behind by life. You know, fun stuff.…

I ran a social experiment on myself using a companion ai app. The results were very interesting. It will be a fascinating thing to see how ai companions and the relationships they have with us meat bags evolve over the next decade. If you thought life was weird now, just you wait. Other than that we go hard on the nerd discussion, touching on a gre…

Now a regular in the calendar, over 200 CX professionals from over 35 countries meet (virtually) to solve charity CX problems. This 'CX4Good' initiative is called the Customer Experience World Games'. Players share their time and talents, working in teams to positively compete and provide the best solutions for the charities. Until now it's been th…

Moving to two episodes a week we have our first guest in some time. Jason Mcnamar is an accomplished texture artist and modeler who's work can be found in both summer blockbusters and netflix originals. He is currently living in Japan and took the time to share his life story with us and insights on his industry.…

#davetrippin #theinterstice #podcast It's official we are moving to two episodes a week for the podcast. And we've got a lot to talk about in this one. It has now been three weeks since finally giving the full productive effort to creating the amount of content that I feel fits the standard necessary to grow and do this who creative thing full time…

After so much time away I finally got back to Tokyo. I think it's been over two years actually but there I was back in the ol.. I don't know if there's a nickname for it. I got a chance to meet up with a subscriber who's become a good friend over the years. His story was amazing. For anyone who is determined to carve their own path through life he …

Hormesis and Post Traumatic Growth, these are nearly completely new terms to me and they're both great for considering the idea of healthy stress. That's our opener for this episode but then we get into some juicy history details. I saw a clip on reddit of soldiers who had shell shock and it made me think of warfare and its evolving impact on us an…

In this podcast: 1. Alex McCartney, 2. Ernst Stolz, 3. Oberlin Consort of Viols, 4. Ensemble Mirable, 5. Dufay Collective, 6. Trio Dafne, 7. Poeticall Musicke, 8. Music for a Winter's Eve, 9. Poeticall Musicke, 10. Alex McCartney, 11. Trio Dafne, 12. Trio Dafne, 13. Wildcat ViolsBy Magnatune

Let's get to it EP.59. We are a little leaner this epsiode. For whatever reason I had a few less things to discuss. Perhaps a sign I need to crank up the adventure in my life. No biggy. I'll do it. That doesn't mean though what is here was not worth the talk. I have been reading and I have been watching a lot of great media recently which informed …

In this podcast: 1. Ernst Stolz, 2. Alison Crum and Roy Marks, 3. Ernst Stolz, 4. Alison Crum and Roy Marks, 5. Ensemble Carpe Diem, 6. Music for a Winter's Eve, 7. Trio Dafne, 8. Music for a Winter's Eve, 9. Poeticall Musicke, 10. Poeticall Musicke, 11. Ensemble Carpe Diem, 12. Oberlin Consort of Viols, 13. Poeticall Musicke, 14. Ensemble Mirable,…

Joseph Keating is a fascinating man. Managing to develop a skill-set that expresses both his understanding of technical fields alongside the artistic is no simple task. We dicuss the kind of thinking that goes into creating the inside of retail stores as well as a his philosophy with it is for himself as opposed to a client. This was a good one. It…

In this podcast: 1. Alex McCartney, 2. Music for a Winter's Eve, 3. Poeticall Musicke, 4. Ensemble Vermillian, 5. Poeticall Musicke, 6. Pellingmans' Saraband, 7. Bach Collegium San Diego, 8. Gilles Zimmermann, 9. Dufay CollectiveBy Magnatune

I'd never been to anywhere in Japan more south than Kobe until very recently. I finally got a chance to go to Hiroshima for the purpose of filming a wakeboarding tournament taking place there. Come August our studio is filming a major tournament in Kyushu so this was a great opportunity to see what the realities on the ground were for filming this …

Alan is a friend who I've met since moving to Kyoto. This man has skill. When you look at his body of work it is self evident. Crisply composed and tuned to some of the best colouring you've ever seen, Alan is a pure pro. I particulary enjoyed in the course of our conversation getting into how Alan described his style having a melancholic quality t…

Adam and I grew up together on Vancouver Island. It has been incredible to reconnect with him and discuss the absolutely mad path that he has taken through life. Like myself he was bit with the desire to seek out new horizons but where my path took my to Japan, his took him all over the world. There is so much to Adam's story that we cannot nearly …

Today's guest is James Palmer an old friend and mechanical engineer. He'll joined me to talk about mostly anything but then we ended up staying on the topic of education for quite some time. It will be fascinating to see how these systems develop going into the future as the freedom to information and education continues to grow.…

Teacher, student, creator, are these the elements which make up a fully actualized human being? In this episode I do my best to argue for that fact. Recently I saw a quite touching clip on instagram taken from a Louis CK's show and it was talking about love. I offer a few thoughts on that. Then we move into a discussion of deep fake technology and …

Went all out on this episode and actually for once made a list of topics to work through. I like to dabble in books as a topic but it's often fun to make sure I try and get outside of that box. For that reason we go all over the place. Perhaps hitting the most meta discussion of all, what other podcasts have taught me. One Dr in particular is of gr…

We return. We get back up. We are on the horse. In the return of the podcast now heading towards the coveted 100 episodes we've got a few interesting topics. I had somehow avoided reading and any of Haruki Murakami's books, that was, until now. I have completed "Hard Boiled Wonderland And the End Of the World" it was great and ever a testament to n…

Speaking with Matt Young reminds us all how customer insight is not just for the 'fixes' or 'issues', but its also an input for innovation. In conversation with Lexden's Global CX Lead and CX Superheroes podcast host, Christopher Brooks, Matt shares his ideas and ideals for customer insight led innovation. As CEO of UserVoice, Matt has a lifetime o…

Elena Rozanova was due to be a guest on the CX superheroes podcast series to discuss the loneliness of CX leadership in organisations. However, days after the production meeting Elena's world was turned upside down. Elena agreed to record this extra episode which captures her observations from the experience of refugees. Elena shares her vision for…

Some years ago Caden reached out and offered to help me with my Youtube channel. He's since then done an immeasurable amount of helpful work for me and I'm forever in his debt for that. It was a pleasure to have him on the podcast to discuss a few things. Surprisingly social anxiety ended up being a large part of the conversation.…

Fred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay wit…

As we close series 8, what better way than with a first! In this episode of the Customer Experience Superheroes podcast, host, Christopher Brooks is in conversation with Kelly Mukhida, CX lead at start up https://delli.market/ Having spotted a gap in the 'tasting/catering/delivery' market (it is such as good spot its not properly defined yet), Kell…

We've quite a range of topics to discuss in this video. More projects have come to Garden Lab recently which I'm excited to share. I went to a live orchestra for the first time in my life (to listen to Fantasia no less). I recently completed the series 'Arcane' on Netflix and it was amazing and worth discussing for its narrative strengths and final…

Let's recap the year and talk about what's to come in 2022

Welcome to the CX Superheroes podcast. Now in series 8, we bring commentary from some of the world's most impressive CX practitioners as they help us to discover the CX Superpowers needed to be a leader. Hosted by global CX expert Christopher Brooks each episode explores a different aspect of CX, from a new perspective, In this episode I speak with…

Zane is a fashion designer, calligraphist, and all around artist. Currently working out of Osaka Kansai region, he sees the relationship between function and meaning as mutually contributing elements to a distinct style. We discuss his journey, his process, and a bit of what has formed his approach to life.…

Ashley Jones is an incredible individual. As the founder of Love Not Lost, a bereavement charity which helps families when a loved one passes, by creating enduring memories, she is more than making her life a meaningful one in society. The way Ashley runs the charity provides an exceptional experience for donors (the Heartbeat), benefactors, photog…

In this video we go into discuss in full detail the upcoming project for Garden Lab working in collaboration with Kobe University along side an organic farm and business to create a sustainable business of bamboo field reclamation.

The Customer Experience Superheroes podcast is back for series 8. So we are delighted to kick the series off with someone who those in the know of CX, know as an expert in customer service; Miles C. Thomas. As someone who has an enviable career in leading customer service functions, Miles shares his views with host, Christopher Brooks, on the impor…

We are back at it. The Podcast is once again live and will be 4 times monthly posted. In the first half I discuss the iconic book I've been reading, 'The Hero Of A Thousand Faces'. In the second half we talk about where I am now employed and the expat community in Kyoto.

In this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX. In conversation with host, with Christopher Brooks, John shares his experiences of leadership in custom…