CX Sells Podcast
by CX Sells
CX Sells is an independent, personable, and engaging podcast that is powered by customer-obsessed leaders from all over the globe. We discuss the new age role of CX adding a little bit of fun and backstory to the CX community, one guest at a time.
Episodes
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"Anytime we try to change the market, it takes time to educate the market" - Mary Poppen (CCO) at Involve.ai
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.
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"The language that they understand is shareholder value" - Jon Picoult (Founder) at Watermark Consulting
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 delivering ROI within CX.
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"As soon as they saw their satisfaction score, 45 out of 60 people would leave the room" - Ben Llewellyn (Global CEO CX) at Ipsos
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.
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"Your fanbase wants you to succeed - so use them" - Anand Sampat (CXO) at Huawei UK
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.
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"People now are picking companies whose values replicate their own" - Katie Stabler (Founder) at Cultivate
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 personalised CX and the age of value-led businesses.
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"Our lines of responsibility have never been blurred despite not having a CX function" - Nora Zukauskaite (Global Marketing Director) at Ciate London
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 delivering great CX with no CX function in place.
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S2E9 - Garry Gormley, Contact Centre Specialist at FAB Solutions
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.
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S2E8 - Kristi Faltorusso, Top 25 Customer Success Influencer | VP of CS at ClientSuccess
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 role in 2021.
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S2E7 - Edward Deason, UK Head of Customer Service at Pret A Manger
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.
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S2E6 - Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming
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.
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S2E5 - Sham Aziz, Head of Customer Service at Selfridges
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 salespeople in CX.
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S2E4 - Povilas Čiuplys, VP Customer Service Operations at TransferGo
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 in the Baltic region.
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S2E3 - Caroline Graley, Customer Lead at Patch Plants
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 customer-centric business expansion.
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S2E2 - Mark Kramer, CX Director - Customer Data, IT, & Tooling at KLM
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, championing the customer and CX certifications.
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S2E1 - Adi Tobias, Head of CX - Sub-Saharan Africa at Uber
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.
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S1E10 - One well-crafted story will get more buy-in than all of the data points in the world
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 stories.
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S1E9 - Decision intelligence is the commercial application of AI, super powering the outputs of humans
Season 1 - Episode 9 of the CX Sells Podcast features Tom Summerfield - Retail Director at Peak discussing how AI is changing customer experience.
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S1E8 - Whoever gets closest to the customer wins
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.
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S1E7 - If you have champions who engage with you, you are self-fulfilling your business growth
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.
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S1E6 - Data is the seed in the soil that needs to be watered
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 customer service.
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S1E5 - Sometimes you learn more from the stuff that didn't go right
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.
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S1E4 - You can never know enough about your customers
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.
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S1E3 - You can apply CX to any situation as long as you think outside the box
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.
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S1E1 - Go into it with the right intent and you'll get the right outcomes for customers
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.
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S1E2 - We are the new generation of people that will drive CX
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.
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S1E0 - Welcome to the party
The introductory episode to the CX Sells Podcast featuring snippets from upcoming Season 1 episodes.
About this show
CX Sells is an independent, personable, and engaging podcast that is powered by customer-obsessed leaders from all over the globe. We discuss the new age role of CX adding a little bit of fun and backstory to the CX community, one guest at a time.
Hosted by
CX Sells