How much does trust really matter in financial services customer experience? Jim Tatchell from Circadian FX joins the podcast to talk about why consistency, integrity & personal relationships are more powerful than simply being the cheapest. Jim shares how delivering a reliable, human service creates loyalty, referrals & long-term customer value, before telling us about a favourite experience that proves great CX isn’t always complicated, it’s about how you make people feel.

To connect with Jim, head to LinkedIn –https://www.linkedin.com/in/jimtatchell/

To learn more about Circadian FX, visit – https://circadianfx.com/

To donate to Helping Herts, visit - https://helpingherts.enthuse.com/pf/mile12ways

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/

What does truly consistent customer experience look like when things don’t go to plan? Charlie Adams, Director of Customer Success & Experience at Custom Connect, joins the podcast to talk about why getting the basics right still matters more than ever in CX. Charlie shares his favourite customer experience with Specsavers, exploring how joined-up service, well-trained people and repeatable processes can turn even a flawed outcome into an exceptional experience. The conversation dives into why consistency builds trust, why small details matter, and how great CX is often most visible when things go wrong.

To connect with Charlie, head to LinkedIn - https://www.linkedin.com/in/charleshsadams/

To learn more about Custom Connect, visit - https://www.customconnect.com/

To donate for Charlie's Marathon, visit - https://2026tcslondonmarathon.enthuse.com/pf/charlie-adams

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/

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What makes a customer experience truly memorable in a world of increasing automation? Kathryn Simons-Porter, Founder of Flourish Business Consulting, joins My Favourite CX to talk about her journey across CX, emotional intelligence, and why the human side of service still matters more than ever.

Kathryn then shares two of her personal favourite customer experiences, exploring how empathy, trust and going above and beyond create moments that stay with us long after the interaction ends, and why great customer experience is ultimately about how you make people feel.

To connect with Kathryn head to LinkedIn - https://www.linkedin.com/in/kathryn-simons-porter-896b7053/ and to learn more about Flourish head to https://flourish-ai.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/

How do you build customer experience that genuinely puts people before property? Cindy Slaughter, Marketing Director at Momentum Portfolio, joins My Favourite Customer Experience to talk about her journey from estate agency to marketing leadership, how Momentum and Avocado think differently about CX, and why community, trust and long-term thinking matter more than quick wins.

Cindy then flips the lens and shares a favourite customer experience of her own, reflecting on what great accessibility, advice and human connection look like when you’re the customer and how that experience continues to shape the way she approaches customer experience today.

To connect with Cindy, head to LinkedIn - https://www.linkedin.com/in/cindy-slaughter-73581b27/ For the Avocado website, head to - https://avocadopropertyagents.co.uk/ To Connect with Ian Macbeth or Mike Robson head to LinkedIn - https://www.linkedin.com/in/ian-macbeth-5190a926/ https://www.linkedin.com/in/michael-robson-57a84922/

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/

What does integrity really look like in customer experience and B2B sales? Marián Jazbec, founder of NEOSD, joins My Favourite Customer Experience to talk about trust, honesty and why being able to say “no” can be one of the most powerful CX differentiators.

Marián reflects on her time at NICE and shares her favourite customer experience from both an employee and customer perspective—where transparency, realistic expectations and integrity built long-term trust and lasting relationships. We explore why honesty matters more than ever in a world of AI, automation and increasingly informed buyers, and how strong CX foundations influence culture, loyalty and future growth.

To connect with Marián, head to LinkedIn – https://www.linkedin.com/in/mjazbec/

Learn more about NEO SD at https://neosd.co/

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/

What does it take to transform customer support from a cost centre into a driver of growth? This week on My Favourite CX, I'm Joined by Ty Givens the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Over her career, Ty has transformed support operations at every stage, from scrappy startups launching their first helpdesk to Fortune 500s rethinking how they serve millions of customers.

We talk about the evolution of customer experience, the future role of AI-led teams, and how organisations can build smarter, more human-centred support operations. Ty then shares a favourite customer experience, an unexpected masterclass in consistency, care and intentional service from her long-time hairstylist.

To connect with Ty, head to LinkedIn - https://www.linkedin.com/in/tybryantgivens/ . To find out more about CX Collective head to www.cxcollective.com for Consulting and Strategy and head to www.cxcollectiveadvantage.com/library for Playbooks

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/

How do we bring genuine human connection back into an increasingly digital-first world? This week on My Favourite Customer Experience, I’m joined by Nimi Singh, founder of The Table App, to explore how intentional dining, curated environments and non-transactional conversation can transform how we meet new people, before Nimi shares a favourite customer experience that has shaped how she builds for emotional impact.

To connect with Nimi, head to LinkedIn - https://www.linkedin.com/in/nimi-singh/ . To find out more about The Table App visit https://www.thetableapp.co/

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/

How does well directed & managed support data help to improve both customer & employee experience? We take a look at this with Maring Eberlein & talk about how foundational good information is to positive outcomes. Maring then chats student loans & how a proactive & empathetic approach have an exceptional customer experience.

To connect with Maring, head to LinkedIn - https://www.linkedin.com/in/maringeberlein/. For the Fundamentals of Support online course, navigate to - https://uxcontent.com/fundamentals-of-support-content/.

As mentioned at the end of the podcast, Chris is participating in a webinar with NiCE on knowledge on November 25th 2025, you can sign up here: https://events.teams.microsoft.com/event/bb419283-bcd4-4114-bd77-11e63614744f@7123dabd-0e87-4da9-9cb9-b7ec82011aad

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/

Does the convenience of modern customer experience jeopardise our defences against fraud & security? Alex Myatt from Pindrop joins the pod to chat about how in a world of ever increasing capabilities, being able to accurately identify customers is a differentiator.

To learn more about the services Pindrop offer, or to connect with Alex, head to https://www.pindrop.com/ or https://www.linkedin.com/in/alexmyatt/

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/

In a world of transactional interactions, how do you stand out? David Wachs from Handwrytten joins the podcast to talk about the art of the handwritten note & how it is a great way to make a lasting impact.

To learn more about David & Handwrytten, connect on LinkedIn at https://www.linkedin.com/in/davidwachs/ or https://www.handwrytten.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/