Shows / My Favourite CX
My Favourite CX
Sharing some positivity from the world of Customer Experience, tune in to hear tales of wonderful experiences from a wide ranges of voices interviewed by Chris Holt.
For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk
Episodes
My Favourite CXWhy letting your agents be themselves delivers better NPS than any script | Rhio Corbick | Ep 52
Today on MFCX we are joined by Rhio Corbick, Head of Customer Experience at Ticket Tailor, joins the podcast to talk about building a customer-centric culture…
My Favourite CXAI is fast-tracking CX knowledge that used to take decades to learn | William Penn | Ep 51
Today William Penn, Senior Sales Engineer at Puzzel, joins the podcast to talk about his journey from Voice of the Customer into the world of CCaaS, the role…
My Favourite CXCX Leadership: What 30 years in tech actually teaches you | Clive Sawkins | Ep 50
What does a career in CX leadership teach you? Clive Sawkins, CEO of Digital Barriers, joins the podcast to talk about his career in technology, the balance…
My Favourite CXCut through the AI bubble and focus on what contact centres actually need | Xander Freeman | Ep 49
How can small, thoughtful actions make a big difference to customer experience? Xander Freeman, Digital Content Director at Call Centre Helper, joins the…
My Favourite CXIs your AI WFM solution is solving a real problem or creating one? | Irina Hollatz | Ep 48
Today on My Favourite CX Irina Hollatz from Right WFM joins the podcast to talk about WFM, AI and why having the right people available to serve customers is…
My Favourite CXWhy AI should raise your floor, not replace your best agents | Chris Brdar | Ep 47
This time on My Favourite CX Chris Brdar from Red Mountain Weight Loss joins the podcast to talk about AI, employee experience and how technology can raise the…
My Favourite CXOptimising everything is quietly destroying your mental health — and your CX | Tom Oxley | Ep 46
Today, Tom Oxley from Bamboo Mental Health joins the podcast to discuss why creating psychologically safe workplaces enables people to deliver exceptional…
My Favourite CXHow to turn every service failure into loyalty with the right human response | Joe Naberhaus | Ep 45
How do you balance AI, outsourcing and the human touch to create exceptional customer experiences? Joe Naberhaus from Outsource Consultants joins the podcast…
My Favourite CXTurning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44
How do you build customer support operations that are ready for both today's customers and tomorrow's AI? Sam Davison from OPCX Solutions joins the podcast to…
My Favourite CXWhy AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43
Gerry Brown joins the podcast to discuss how the moments that matter are often when things go wrong, and why great service recovery can turn a negative…
My Favourite CXHow founders free themselves from every decision | Klaus Schwarzkopf | Ep 42
Klaus Schwarzkopf from Your Metamorphosis joins the podcast to discuss his views on identifying the activities that create the greatest business impact. Klaus…
My Favourite CXIs the best experience no experience? | Tamara Bursztein | Ep 41
How do you reduce customer effort whilst balancing regulation, operations & differing customer expectations across international markets? Tamara Burszein from…
My Favourite CXWhy AI literacy comes before AI tools | Simon Hodgkinson | Ep 40
How do charities responsibly embrace AI whilst maintaining trust, ethics & human connection? Simon Hodgkinson, Head of AI at the British Red Cross, joins the…
My Favourite CXWhy vendors lose CX deals they didn't know about | James Parkin | Ep 39
James Parkin, Co-Founder of GAIA-CC (the Global Association of AI & CX Consultants), joins the podcast to talk about building a community that connects…
My Favourite CXThe most typed thing in chat is "speak to someone" | Ben Hollyer | Ep 38
How do you balance rapid innovation in CX technology with the fundamentals of great customer experience? Ben Hollyer from AudioCodes joins the podcast to…
My Favourite CXChannel of choice: finding your CX 80/20 | Nancy Bergantzel | Ep 37
How do you create customer experiences that genuinely resonate & stay with people long after the interaction ends? In this episode, Nancy Bergantzel joins the…
My Favourite CXHow to turn customers into raving fans | Simon Teague | Ep 36
How do coaching, leadership and customer experience come together to drive real business results? In this episode of My Favourite CX, Chris Holt is joined by…
My Favourite CXStop buying AI because your competitors did | Mike Gale | Ep 35
Mike Gale, founder of Acacia Consultants joins the podcast to talk about what it really takes to embed customer experience into the DNA of an organisation…
My Favourite CXCustomer loyalty in financial services | Jim Tatchell | Ep 34
How much does trust really matter in financial services customer experience? Jim Tatchell from Circadian FX joins the podcast to talk about why consistency…
My Favourite CXContact centre quality & AI regulation in 2026 | Charlie Adams | Ep 33
What does truly consistent customer experience look like when things don’t go to plan? Charlie Adams, Director of Customer Success & Experience at Custom…
My Favourite CXEmotional intelligence in customer service and AI | Kathryn Simons-Porter | Ep 32
What makes a customer experience truly memorable in a world of increasing automation? Kathryn Simons-Porter, Founder of Flourish Business Consulting, joins My…
My Favourite CXHow hyperlocal agents are beating the portals | Cindy Slaughter | Ep 31
How do you build customer experience that genuinely puts people before property? Cindy Slaughter, Marketing Director at Momentum Portfolio, joins My Favourite…
My Favourite CXHow to build an AI-ready go-to-market engine | Marián Jazbec | Ep 30
What does integrity really look like in customer experience and B2B sales? Marián Jazbec, founder of NEOSD, joins My Favourite Customer Experience to talk…
My Favourite CXGreat CX turns customers into protectors, not just advocates | Ty Givens | Ep 29
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…
My Favourite CXDining with strangers: the loneliness antidote | Nimi Singh | Ep 28
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…
My Favourite CXHow to build support content that sells | Maring Eberlein | Ep 27
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…
My Favourite CXAI fraud: the new threat to contact centre security | Alex Myatt | Ep 26
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…
My Favourite CXThe case for deliberately getting your orders wrong | David Wachs | Ep 25
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 &…
My Favourite CXA voice AI so good you nearly forget it's a bot | Gary Suchley | Ep 24
Gary Suchley from UJET joins My Favourite CX to talk about how the team at UJET are taking a different approach to the world of CX with mobile first solutions…
My Favourite CXMy Favourite CX: Episode 23 Alex Mead
Customer Service Experience Executive Alex Mead from Epic CX joins the podcast to talk about his journey within the world of customer service experience, his…
My Favourite CXMy Favourite CX: Episode 22 Rob Dwyer
CX industry stalwart Rob Dwyer drops into the virtual My Favourite CX studio to share his experiences, hopes & dreams for customer experience. From a complete…
My Favourite CXMy Favourite CX: Episode 21 Angel Funes
Angel Funes from Mentors CX joined Chris for this episode of My Favourite CX. Angel started life on the front line in customer experience before finding his…
My Favourite CXMy Favourite CX: Episode 20 Janet Efere
We are joined for episode 20 of My Favourite CX by Janet Efere, a Sales Trainer & Coach who has worked with a range of companies to help them drive better…
My Favourite CXMy Favourite CX: Episode 19 - Hannah Hickinbotham
For this episode of My Favourite Customer Experience we are joined by Hannah Hickinbotham, host of the Full of Beans podcast. Hannah is an eating disorder…
My Favourite CXMy Favourite CX: Episode 18 Georgia Holt
The better half of Holt CX Consultancy, Georgia Holt joins the podcast this week to talk about how neurodiversity can make a big difference to how you…
My Favourite CXMy Favourite CX: Episode 17 Chris Dardis
We are joined by Chris Dardis from SVL Business Solutions for this week's podcast. Chris tells us about his career journey from starting as an apprentice to…
My Favourite CXMy Favourite CX: Episode 16 Faris Aranki
My Favourite CX returns with our guest this week, Faris Aranki from Shiageto Consulting. The episode took place from a hotel, which is ironic as Faris then…
My Favourite CXMy Favourite CX: Episode 15 - James Diel
In this episode we are joined by the wonderful James Diel from Capacity who talked about where they are seeing changes in the CX landscape at Capacity before…
My Favourite CXMy Favourite CX: Episode 14 - Max Ball
Max Ball from Forrester joined us on this episode of My Favourite CX to share his experiences as an analyst looking after the Customer Experience &…
My Favourite CXMy Favourite CX: Episode 13 - Laura Bassett
Welcome to the latest episode of the My Favourite CX podcast where we were joined by Laura Bassett of Techfluency. Laura worked across the customer experience…
My Favourite CXMy Favourite CX: Episode 12 - Olly Hobson
Welcome to the latest episode of the My Favourite CX #podcast where we were joined by Olly Hobson from CloudAX, who are changing the way we approach…
My Favourite CXMy Favourite CX: Episode 11 - Ben Hill
Joining us for this episode of the My Favourite CX #podcast is Ben Hill from Ask More Coaching. Ben recently left the customer experience section to become a…
My Favourite CXMy Favourite CX: Episode 10 - Garry Gormley
For this episode of the #podcast we are joined by the wonderful Garry Gormley from FAB Solutions to talk about what he is seeing in the world of customer…
My Favourite CXMy Favourite CX: Episode 9 - Anthony Lindsay
Anthony Lindsay joins My Favourite CX to talk about what he is seeing in the entrepreneurial space & the opportunities that small businesses & startups have to…
My Favourite CXMy Favourite CX: Episode 8 - Craig Gironda
Craig Gironda is a veteran of the customer experience industry & has helped form many careers through his mentoring & nurturing leadership. He joins My…
My Favourite CXMy Favourite CX: Episode 7 - Craig Stoss
We're excited to welcome Craig Stoss to My Favourite Customer Experience. Craig is an industry veteran of support & success teams. He joins us to talk about…
My Favourite CXMy Favourite CX: Episode 6 - Sarah Caminiti
Another week & another wonderful customer experience shared by Sarah Caminiti. Join us for 20 minutes as Sarah shares her insights from the world of CX & tells…
My Favourite CXMy Favourite CX: Episode 5 - Andy Moorhouse (Part 2)
Andy Moorhouse returns to share a favourite customer experience of his & how it made him feel. To follow Andy's work, connect with him on LinkedIn…
My Favourite CXMy Favourite CX: Episode 4 - Andy Moorhouse (Part 1)
We were joined for the first of two parts by conversational intelligence guru Andy Moorhouse. Andy shared some fascinating insights from the world of customer…
My Favourite CXMy Favourite CX: Episode 3 - Andrew Rios
Joining us this week to talk about their favourite customer experiences is Andrew Rios, a 30 year veteran of the CX industry. Andrew shares a couple of…
My Favourite CXMy Favourite CX: Episode 2 - Conor Pendergrast
This week's guest sharing one of their customer experience highlights is Conor Pendergrast from customersuccess.cx. Conor shares a wonderful story with us from…
My Favourite CXMy Favourite CX: Episode 1 - James Parkin
Join host Chris Holt for the inaugural episode of My Favourite CX, a window of positivity from the world of Customer Experience. This week's guest is James…