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Presented by CX Influencer of the Year 2024, Christopher Brooks. The CX Superheroes podcast, with over 50 episodes brings you insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their strategies. Either they define best in class or are pushing the boundaries for the next generation of customer experience. From strategy to delivery, from SMEs to Enterprise customer centricity, all aspects of CX are covered and celebrated.
64 Episodes
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CJM is an organisational tool, right? This is the point I take when I spoke with Jochem Van der Veer, the CEO of TheyDo, specialists in Customer Journey Orchestration. He confirms, its not the end, its a means to the end. But as he demonstrates, when CJM is your core discipline it becomes a much more expansive discussion with a much wider set of applications. My name is Christopher Brooks, CEO of Lexden CX and Lexden Luxe. We first spoke four years ago on a previous CX Superheroes podca...
In 2025, energy broker Utility Aid, dedicated to the charity and NGO sector, collected 'Most Trusted Utility Broker'. Recognised as a leading UK company in this field, we caught up with Kayleigh Harwood, Customer Service Director to understand what make Utility Aid stand out from the crowd. In the latest episode of the CX Superheroes, hosted by Lexden CX's Christopher Brooks you will hear how success is earned. Kayleigh shares the passion she has for ensuring customers get the outcome t...
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. ...
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...
Ready to stop being the 'order-taker' and finally sit at the strategic table? In this episode, we journey deep into the data-driven heart of Kiwi, the online travel giant, with their CX Analytics Lead, Laura Fiacco. Forget drowning in daily survey responses - Laura’s team receives thousands and turns every single piece of feedback into cold, hard currency. We explore the tactical genius of their operation, revealing how they ditched the dusty report binder and forged a strategic partnership w...
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