Each episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst. 

In conversation with global CX consultant and mentor Christopher Brooks, Bryan brings to life how easy it is when you shift the culture, to create amazing experiences without even breaking sweat. Christopher and Bryan exchange a host of real case examples to illustrate the difference between 'not good enough' and 'jaw dropping' customer service. 
Having published his second book on the topic, Bryan demonstrates just why he has become one of the leading 'go to' consultants for customer service improved performance. 

For more on Bryan and his books, check out www.thecsrevolution.com

Christopher Brooks' CX Superhero podcast series features those superpowers needed to be a leader in the world of CX today. In this episode we catch up with Jeannie Walters who poses as many of those super powers as anyone in CX. Global CX consultant and mentor, Christopher Brooks discusses an array of customer-centric topics with Jeannie. They exchange ideas on customer strategy, leadership and programme design. Christopher reveals how the early work of Jeannie has influenced his thinking on various topics today. 

Plus, Jeannie demonstrates the true spirit of those in the CX community by sharing her experience with others in the form of usable templates and techniques via the http://yearofcx.com initiative launched to help others during the pandemic. 

Jeannie is a rare breed among influencers in CX. Her focus is on the opportunity and potential others can achieve from CX, rather than the pitfall that befalls so many who build a narrative around their individual brand. With CX as the hero in her story, the message and the means are more authentic and memorable. Listen and you will see why so many connect with Jeannie's approach to CX. 

What starts as a interview becomes a masterclass in how to take your organisation to the next level by applying sound, resilient and sustainable CX practices. 

Listen in and then follow Jeannie on https://www.linkedin.com/in/jeanniewalters/.

In this series we look at the CX Superpowers needed by CX leaders and demonstrated by leading brands seeking to create competitive advantage from customer experience. In this episode we look specifically at what this means for membership experience. 
Steve Devine heads up PROTECT a membership association for those in the world of protection (insurers, technologists and consultancies). With a combination of relevant content, engaging speakers and enjoyable events Steve has seen PROTECT grow, with some members still there since origination. 
But in March 2020 everything changed for Steve and PROTECT. As the world of event management and hospitality went in to lockdown, Steve also fell victim to Covid-19. 

Global CX consultant and mentor Christopher Brooks, is in conversation with Steve to hear his extraordinary story of resilience and survival. As well as sharing just how important fostering a culture of collaboration can be when you need those around you to step up. 
For more on PROTECT https://www.protect-association.org.uk/

Christopher Brooks' Customer Experience Superheroes podcast series explore the mindset, skillset and behavioural strengths needed to be a CX leader today. We discuss with experts in their field the superpowers needed to be among the elite achieving success from customer centricity. 

In this episode we catch up with Shane Goldberg, lead CX consultant at CustCore Ltd,  Melbourne, Australia. Shane is responsible for guiding clients through customer transformation programmes. In every instance he has recognised the importance of engaging employees who are a few steps removed from directly interacting with customers.

In discussion with global CX specialist, Christopher Brooks, the CX Superheroes podcast host, Shane generously shares ideals, ideas and practice advice for embedding deep rooted employee engagement. He talks about how to engage functions such as legal, finance and production, often overlooked with CX focussing on service and operations. And how to sustain that engagement. 

By listening, you will benefit from advice taken from several case studies and hear learnings from experts such as Colin Shaw and Nate Brown shared in the discussion. 

Christopher Brooks' CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. 

In this episode, global CX consultant and mentor Christopher Brooks is in conversation with the renowned CX influencer Adrian Swinscoe. Adrian leaves an impression on those he deals with. One which makes them think again about CX, from his no-nonsense  perspective. 

As a writer for Forbes, a published author and serial speaker on the world's biggest CX stages, Adrian's mantra is simple; create better outcomes which you are proud of. In conversation, they explore the simplicity of CX as a topic as well as take some less conventional paths into CX management in a quest to arrive at different outcomes. 

Never afraid to speak his mind in the pursuit of a better world and and improved CX practices in it, Adrian lives up to his reputation of disrupting convention in pursuit of a better tomorrow.  Fortunately only one expletive!

In this episode CX Superheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees.

Having started his career as a call agent some 40 years, Steve has grown several business and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and technology solutions, these have proved invaluable to a dazzling array of clients. 

At NobelBiz he leads by the company motto: make a promise, keep a promise. We get to hear what that really means and it's power in directing all employees to deliver better experiences for clients' customers.

Steve talks to us specifically about keeping the promise of leadership and how that’s different from management, both in business at large and in contact centers in general, reflecting on the evolving requirements of contacts centres, leaders and managers as we work through the current pandemic. You can keep up with Steve directly at https://www.linkedin.com/in/stevebederman/

We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences.

CX global specialist, Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity.

Chip unpacks 'eccentric listening' and other techniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.

Whether you are a corporate or an  SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions.

Chips book is available now via Amazon and other bookstores

Nick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert what they find into actionable improvements.

In conversation with global CX consultant and mentor Christopher Brooks, host of the CX Superheroes podcast series, they discuss one area of particular attention is customer service, and how companies can turn this 'cost to serve' function into having a customer care purpose and contribute towards revenue protection. With specific reference to the importance of this consideration during a pandemic.

Nick shares his first hand experience of these real challenges with international clients, which form part of a new book entitled Customer Experience 2 which he contributes towards. 

In this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new order for CX. 

As the customer experience discipline has evolved, Nate highlights the importance of knowing your role in CX and being brilliant at it. Which means making sure you have the skills you need for your purpose. He expresses how we need to 'get out of the rut we've fallen into'. The age of generalists is over according to Nate, but the need for 'generals' to lead is still important. Leaders, like customer experience management, need to be more creative and more compelling to gain the hearts and the minds of those needed to come on the journey with them. The landscape has changed and CX professionals need to adapt and advance to keep up.   

With an encyclopaedic knowledge of CX references, Nate evidences every point referencing experience, stats and leading practitioners in this conversation with CX Superhero podcast host and global CX consultant, Christopher Brooks. 

If you want to meet a modern day CX Superhero, listen in to the podcast and meet Nate Brown. 

Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches.

Global CX consultant, mentor and host Christopher Brooks  interviews leading practitioners who share their expertise to inspire others looking to blaze a trail in CX.

In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions.

As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops.

We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements.

Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2.

To order the book, visit Amazon. And if you'd like to contact Sirte about booking a Lego Serious Play session, visit https://www.shirute.com/.