Customer Experience Superheroes – Détails, épisodes et analyse

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.

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/

The topic of AI in business, is ringing across all functions. Customer experience is no different. But just what value can it bring, and what governance is needed to ensure gains?

To find out how AI is making improvements in customer service CX Superheroes host, Christopher Brooks meets with Devashish Mamgain, CEO and Founder of Kommunicate. Devanshish shares his of wealth of knowledge on AI and the journey he has taken with Kommunicate to arrive at creating better outcomes for clients and their customers with AI in customer support. 

Hear how what matters most to customers is the priority of AI too. And also appreciate from Devanshish how to govern AI within an organisation to ensure its potential is achieved. 

We hear how AI is making a meaningful difference in customer support. Devanshish generously shares the learning from his journey, on this topic. If you enjoy this subject and want to know more, contact Devanshish on https://www.linkedin.com/in/devashish-mamgain-1a639320/. 

Several months ago I received a book in the post with a note which read, 'Dear Christopher, Enjoy reading our book and let us know what you think of it. We would be happy to become part your CX book club, kind regards Friederike and Aleksandra. And now it has happened!

Join me Christopher Brooks, your host for the CX Superheroes podcast series as we complete the 6th CX Book Review in our one off series with Friederike Niehoff and Alexsandra Pilniak. Combining our CX Book Club Q&A with some guest members, and our CX Superhero podcast, we have created an interesting mash up. 

Hear how having worked together at Kramp, Friederike and Aleksandra vowed to work again, and with encouragement set about to write a book which focussed on the  many reasons CX programmes fail. It acts as a safety manual helping others avoid the pitfalls our intrepid duo have encountered.

The book is full of their favourite inspirations; both frameworks and commentators. Throughout it becomes clear how important they believe  authenticity to achieve success from CX, and its a position we can all get behind. 

We also hear how the process worked in creating the book and how a partnership is needed when it comes to content.  

So tune in to the latest podcast, on the final book review of the current series. 

There have been break through technology solutions in customer experience which have really raised the standard. Behind them are pioneers looking to create more reliable outcomes for organisations. Richard Hammond of Uncrowd is one such CX Superhero. 

Podcast host, Lexden CX's Christopher Brooks caught up with Richard to discuss how their 'friction and rewards' model helps retailers understand the significance of the experiences they provide across various touch points. Using primary data gathered to inform both the effectiveness of what they are doing now, and its comparative strength versus the competition.

Richard explains how conventional metrics in CX blindside companies to what really matters to their customers. Whilst these sentiment metrics move, colleagues in companies struggle to identify what they have changed, meaning it's less reliable. Richard unpacks the importance of diving into the detail for meaningful results. 

Listen to the very charismatic and hugely passionate Richard as he encourages us all to join the customer analytics revolution in this latest CX Superheroes podcast.

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 training, as well as many years working with companies across the globe as a consultant and CX trainer, Michael is perfectly placed to share with us tips, techniques and the pit falls to avoid. 

Michael also discusses the upcoming Lexden CXManagement Training programme which he both curates content for, but will also take responsibility for delivering in some regions. Hear why Michael agreed to come on board for this project, and learn from his wealth of experience on what you need to do to make CX training a success if you are considering to launch a programme within your company or as a CX consultant/ training business.   

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 still seen by many as the ultimate book on CX measurement. 

Phil is the latest author to guest on Lexden's CX Book Club.  And as has become the tradition, we spend time discovering where the inspiration to create the book came from, how it jumped from an idea to a best seller, what the writing process has meant and the aspects of publishing less enjoyed. On accounts Phil is very frank and reveals some of the frustrations encountered along the way.

Phil's book, which provides a methodology for measuring behavioural change from customer experiences is as relevant today as it was when it first hit the shelves. If you want to know more about the person behind the author, tune in.  

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 more important than KPIs for progressive companies to manage performance.

Sophie shares the value of OKRs, and explains how they can help organisations meaningfully track progress and localise where more attention is needed.  In discussion, we understand how organisation and structure are needed to optimise OKR's and Sophie introduces us to a technology solution which NOQX have been developing t simplify the management within large (and smaller) organisations.

Is this podcast for you?
If you've not heard of OKR's this podcast is for you.
If you've heard of OKR's but are still wondering if they are right for your business, this podcast is for you.   
If you are using OKR's and want to understand how to systemise the management, this podcast is for you. 
In fact, anyone will get value so take a listen. 

In the podcast, you will hear mentioned Sophie's free e-book on OKRs. So take a look https://noqx.io/category/ebooks/.

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 and to do so we have an expert who has installed  customer led design thinking as a leading practice within international technology giants. Ricardo Sultz Gulko (Eglobalis Information) has worked with some of the world's biggest brands helping them to design customer experiences around the outcome they want to achieve. 

Ricardo shares his journey and his methods to arrive at better CX design. As well as imparting an array of personal and professional design experiences.  Experimentation and Collaboration are just two of the customer centric superpowers Ricardo discusses in conversation with Lexden CX's Christopher Brooks, also your series host.

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 comfortable enough to point out include failures and successes. In fact, in the discussion it becomes clear it is earlier failures (or lessons) which have informed the later and more frequent successes. 

There are few books dedciated to the art of B2B CX, and as a global b2b CX practitioner himself, host Christopher Brooks is able to have an informed and interrogative discussion on the topic.

Whilst there are few book spoilers in here, the narrative does keep close to the book and Jim's influences and inspiration for it.  Jim might also be the nicest guy in CX. Find out for yourself why he's such a positive energy to be around.