<![CDATA[My Favourite CX]]> https://rss.com/podcasts/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

]]> RSS.com 2026.817.133114 Thu, 03 Sep 2026 07:01:09 GMT en 279dbca7-f316-5a08-91aa-6c365f4381c5 https://media.rss.com/my-favourite-cx/20250106_090150_287bb6ca910891fc6668e1e4e51205c5.png My Favourite CX https://rss.com/podcasts/my-favourite-cx yes Holt CX Consultancy 2025 Chris Holt Chris Holt true episodic podcast <![CDATA[Is 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 where CX really starts. Irina then shares her favourite customer experience with LOT Polish Airlines and how anticipating customer needs, providing solutions and making a stressful situation feel seamless has created a level of trust and loyalty that keeps her coming back.

To connect with Irina, head to LinkedIn - https://www.linkedin.com/in/irina-hollatz-wfm-consultant/ To find out more about Right WFM, head to - https://rightwfm.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/

]]> https://rss.com/podcasts/my-favourite-cx/3114908 e6bbd492-5b05-4970-93a9-5c832a5abfd1 1780 full 48 48 Thu, 03 Sep 2026 07:00:00 GMT true false <![CDATA[Why 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 level that teams deliver customer experience. Chris shares a deeply personal favourite customer experience that highlights the importance of empathy, understanding and taking the time to genuinely help someone when they need it most.

CONTENT WARNING: Does include references to suicide in the second half of the podcast.

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

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/

]]> https://rss.com/podcasts/my-favourite-cx/3078815 96c4e2c8-db69-40fd-8bb7-3d686952ac3d 2654 full 47 47 Thu, 20 Aug 2026 07:00:00 GMT false false <![CDATA[Optimising 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 customer experiences, how AI is changing the way we work, and how optimisation may not be conductive to your mental health. Tom then shares with us a favourite customer experience from a family campsite that perfectly demonstrates how authentic human connection and understanding your customers creates memorable experiences that keep people coming back.

To connect with Tom, head to LinkedIn - https://www.linkedin.com/in/tom-oxley-bamboomentalhealth/

To watch Tom's Tedx talk, head to - https://www.youtube.com/watch?v=G0XUimJbz44

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/

]]> https://rss.com/podcasts/my-favourite-cx/3042737 6a8fa55e-252f-4973-8e69-069e08aac37b 2440 full 46 46 Thu, 06 Aug 2026 07:00:00 GMT false false <![CDATA[How 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 to discuss the future of contact centres, the importance of knowledge management, agent empowerment and why customer loyalty is built through meaningful human interactions.

Joe then shares a favourite customer experience from over 20 years ago that demonstrates how ownership, passion and going the extra mile can create customer loyalty that lasts a lifetime.

To connect with Joe, head to LinkedIn – https://www.linkedin.com/in/joe-naberhaus/

To find out more about Outsource Consultants, head to - https://www.outsource-consultants.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/

]]> https://rss.com/podcasts/my-favourite-cx/3015124 968fe542-462b-4c16-b3e6-2510973e01f4 2056 full 45 45 Thu, 23 Jul 2026 08:13:26 GMT false false <![CDATA[Turning 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 discuss his journey from leading Sennheiser's global support operation to launching his own consultancy, sharing insights on omnichannel support, agent empowerment, knowledge management and why getting the foundations right is key to exceptional customer experience. Sam then shares two favourite customer experiences, highlighting an outstanding NHS care journey and why First Direct continue to set the standard for effortless customer service.

To connect with Sam, head to LinkedIn – https://www.linkedin.com/in/sam-davison-opcx/

To find out more about OPCX, head to - https://www.opcx.solutions/

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/

Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

]]> https://rss.com/podcasts/my-favourite-cx/2958033 73e4fbed-fe52-4834-8e4f-bd3e27918f2e 2507 full 44 44 Thu, 09 Jul 2026 07:00:00 GMT false <![CDATA[Why 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 experience into a lasting positive impression. Gerry shares his views on the importance of listening to customers, acting on feedback & ensuring organisations learn from service failures.

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

To find out more about The Customer Lifeguard head to - http://www.thecustomerlifeguard.co.uk/

To buy Gerry's book - https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131

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/chrisholt8

]]> https://rss.com/podcasts/my-favourite-cx/2931829 52957f2a-410e-4b2e-9ade-0d45557619c5 2081 full 43 43 Thu, 25 Jun 2026 07:00:00 GMT false false <![CDATA[How 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 then shares a favourite customer experience from a hotel stay in Dubai, where exceptional service, personal attention & removing effort created a memorable experience.

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

To buy Klaus's book The 80/20 Automation Blueprint, head to - https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint

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/

]]> https://rss.com/podcasts/my-favourite-cx/2896685 96b5ca90-7e9b-4bb6-8c05-dba5c9ffce98 1214 full 42 42 Thu, 11 Jun 2026 07:00:00 GMT false <![CDATA[Is 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 SquareTrade joins the podcast live from UCX Manchester to talk about customer insight, behavioural analytics & creating lower effort experiences. Tamara then shares a favourite customer experience from moving apartments, where a seamless utility switching service proved that sometimes the best customer experience is no experience at all.

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

To find out more about SquareTrade head to - https://www.squaretrade.eu/

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/

]]> https://rss.com/podcasts/my-favourite-cx/2858769 25f98909-a3b3-4d2b-b234-353152f11f8d 967 full 41 41 Thu, 28 May 2026 07:00:00 GMT false <![CDATA[Why 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 podcast live from UCX Manchester to talk about the organisation’s AI journey, the importance of literacy over hype & how AI can be used to enhance rather than replace human interaction. Simon then shares a favourite customer experience from a hotel stay where a small, thoughtful gesture made a lasting impact & highlights the importance of empowering employees to delight customers.

To connect with Simon, head to LinkedIn – https://www.linkedin.com/in/simonhodgkinson/ To find out more about the British Red Cross' work head to - https://www.redcross.org.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/

Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

]]> https://rss.com/podcasts/my-favourite-cx/2822550 db03c34e-900b-48d5-b0b8-239317daa87e 2179 full 40 40 Thu, 14 May 2026 07:07:33 GMT false <![CDATA[Why 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 consultants, vendors & ideas in one place.

James then shares a favourite (and slightly unconventional!) customer experience that highlights how even simple communication breakdowns can have a lasting impact.

To connect with James, head to LinkedIn – https://www.linkedin.com/in/jamesparkin/ To join GAIA-CC head to - https://www.gaia-cc.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/

Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

]]> https://rss.com/podcasts/my-favourite-cx/2767865 5e0d3eb7-144e-405d-b8f9-e778f1b21ced 1865 full 39 39 Thu, 30 Apr 2026 07:00:00 GMT false <![CDATA[The 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 explore the evolution of voice, cloud, and AI, and why getting the basics right still matters more than ever. Ben shares his journey through the world of UC & SaaS, discusses the importance of empowering agents, and highlights the “secret sauce” that connects technology, people, and process.

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

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/

Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

]]> https://rss.com/podcasts/my-favourite-cx/2731597 94fc9fe0-2336-4e19-b1bf-78619f925c14 2444 full 38 38 Thu, 16 Apr 2026 07:00:00 GMT false <![CDATA[Channel 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 podcast to explore what great CX really looks like in practice & why the small, thoughtful moments are often what matter most. Sharing her perspective on how organisations can move beyond transactional interactions to build trust, emotional connection & long-term loyalty.

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

If you are interested in purchasing one of Nancy's books, visit – https://www.amazon.co.uk/stores/Nancy-Bergantzel/author/B0CR9BKJ7K?ref=ap_rdr&shoppingPortalEnabled=true

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/

]]> https://rss.com/podcasts/my-favourite-cx/2680045 2a2ad5e1-c3ab-4398-994b-a95ffbd331eb 1738 full 37 37 Thu, 02 Apr 2026 07:00:00 GMT false <![CDATA[How 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 Simon Teague from New Level Results to discuss the impact of coaching, leadership development and the role of customer experience in building successful organisations. Simon then shares a standout favourite customer experience from a cruise with Holland America Line, highlighting how thoughtful service and attention to detail can turn a good experience into a memorable one.

To connect with Simon, head to LinkedIn – https://www.linkedin.com/in/simonteague1/ To learn more about New Level Results, visit – https://www.newlevelresults.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/

]]> https://rss.com/podcasts/my-favourite-cx/2641139 d2257bd8-b920-4591-b961-48f98dd6c52b 2249 full 36 36 Thu, 19 Mar 2026 08:00:12 GMT false <![CDATA[Stop 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. Mike shares his perspective on aligning strategy with delivery, creating clarity across teams & why sustainable CX success starts with leadership commitment. We also explore Mike’s favourite customer experience, breaking down what made it memorable, why it worked so well & the practical lessons organisations can take from it. From trust & communication to simplicity & follow through, it’s a powerful reminder that great CX is built deliberately, not accidentally.

To connect with Mike, head to LinkedIn – https://www.linkedin.com/in/mike-g-09116b7/

To learn more about Acacia Consultants, visit – https://Acaciaconsultants.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/

]]> https://rss.com/podcasts/my-favourite-cx/2599691 ec23a44e-5a64-4247-a00f-1350727f38f7 2589 full 35 35 Thu, 05 Mar 2026 08:00:00 GMT true <![CDATA[Customer 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, 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/

]]> https://rss.com/podcasts/my-favourite-cx/2557530 d3b56a3a-ac8b-43d1-be9b-f687baab3f9e 2547 full 34 34 Thu, 19 Feb 2026 08:00:00 GMT false <![CDATA[Contact 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 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/

Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact

]]> https://rss.com/podcasts/my-favourite-cx/2521847 af9016df-df24-4cd9-8cd6-65b9e7927168 1751 full 33 33 Thu, 05 Feb 2026 08:00:00 GMT false <![CDATA[Emotional 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2471768 0c3ace13-10ec-4436-85e2-fb34803b2259 2007 full 32 32 Thu, 22 Jan 2026 08:00:00 GMT false <![CDATA[How 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2438896 0ab0269a-3712-4671-89d0-56a799218880 2085 full 31 31 Thu, 08 Jan 2026 07:50:28 GMT false <![CDATA[How 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2399370 f0e7165a-b807-45c6-9eb8-4848088312b0 1888 full 30 30 Wed, 24 Dec 2025 08:00:00 GMT false <![CDATA[Great 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2381002 54a3e80b-6c83-45ba-bc29-081e5db9683b 1635 full 29 29 Thu, 11 Dec 2025 08:00:13 GMT false <![CDATA[Dining 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2346192 45a1e068-f85c-43fb-80b3-617e09ab8fbb 1703 full 28 28 Thu, 27 Nov 2025 08:00:12 GMT false <![CDATA[How 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2315641 b3e6d1b9-d482-418e-bbe9-0a6ab2d54633 2203 full 27 27 Thu, 13 Nov 2025 08:00:27 GMT false <![CDATA[AI 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 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/

]]> https://rss.com/podcasts/my-favourite-cx/2276203 8f144038-722b-4584-b9a1-0adca9463ac6 1871 full 26 26 Thu, 30 Oct 2025 08:00:28 GMT false <![CDATA[The 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 & 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/

]]> https://rss.com/podcasts/my-favourite-cx/2272669 d818f637-6bcd-4178-b1a4-a8dd25892a76 1730 full 25 25 Thu, 16 Oct 2025 07:00:31 GMT false <![CDATA[A 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. Gary then shares with us a favourite experience from a customer deployment perspective & one personal experience.

To connect with Gary, head to LinkedIn https://www.linkedin.com/in/garysuchley/. UJET can be found at https://ujet.cx/.

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/

]]> https://rss.com/podcasts/my-favourite-cx/2220953 cd5babbd-b5bb-473b-b377-70c15edfb617 1160 full 24 24 Thu, 02 Oct 2025 07:00:34 GMT false <![CDATA[My 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 key frameworks, views on the future & then share a favourite customer experience.

To learn more about Alex & Epic CX, either connect on Linkedin - https://www.linkedin.com/in/alexmead/ or https://www.linkedin.com/company/alexmead/.

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/

]]> https://rss.com/podcasts/my-favourite-cx/2220894 36b02c73-3b63-455c-baa7-994e8bfefce3 1994 full 23 23 Thu, 18 Sep 2025 06:33:50 GMT false <![CDATA[My 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 career change after the 2008 recession, to being a leading thought leader in the world of CX, Rob brings a great amount of insight to the podcast.

He then shares one of his favourite customer experiences & just how valued Lego make him feel as a customer.

To connect with Rob, find him on LinkedIn at https://www.linkedin.com/in/j-robert-dwyer/. Rob can also be found hosting the Next in Queue podcast on all major platforms.

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/

]]> https://rss.com/podcasts/my-favourite-cx/2194955 cac3c161-c51b-4a89-b23d-d99457822a97 2343 full 22 22 Thu, 04 Sep 2025 07:00:42 GMT false <![CDATA[My 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 way through to marketing. Here he shares his insights & then a wonderful customer experience he had recently.

If you want to take Angel up on the offer for an initial Mentors CX consultation use the voucher code FAVOURITECX100 at https://mentorscx.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/

]]> https://rss.com/podcasts/my-favourite-cx/2173912 5245a65a-ec64-472f-be66-93170f654ead 1849 full 21 21 Thu, 21 Aug 2025 07:00:55 GMT true <![CDATA[My 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 results from their sales efforts.

To connect with Janet head to her LinkedIn https://www.linkedin.com/in/janetefere-adaptivesales/ or via the Adaptive Sales Group website - https://adaptivesalesgroup.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/

#podcast #salescoaching #salestips #customerexperience

]]> https://rss.com/podcasts/my-favourite-cx/2152194 030a7959-2142-444b-8218-fb344c3dbaa5 1983 full 20 20 Thu, 07 Aug 2025 07:00:21 GMT false <![CDATA[My 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 specialist & advocate whilst also providing social media mentoring to a range of professions.

To connect with Hannah, head to her LinkedIn https://www.linkedin.com/in/hannahhickinbotham/ or check out the Full of Beans website https://www.wearefullofbeans.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/

]]> https://rss.com/podcasts/my-favourite-cx/2114256 91ed26f6-07c5-404d-9b45-21b394869734 2327 full 19 19 Thu, 24 Jul 2025 07:00:53 GMT false <![CDATA[My 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 experience things as a customer.

During the podcast Georgia mentions the Neurowild Shift; I see you, I hear you, I get you. You can find more of their resources at https://www.instagram.com/neurowild_

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/

]]> https://rss.com/podcasts/my-favourite-cx/2097436 3b8e4bf0-e9a4-4a43-af81-160eac855f22 2203 full 18 18 Thu, 10 Jul 2025 07:00:51 GMT false <![CDATA[My 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 now heading up SVL's CX Consultancy.

Learn more about Chris & SVL via the following links; https://www.linkedin.com/in/chris-dardis-02524a13/ or https://www.svlbusinesssolutions.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/

]]> https://rss.com/podcasts/my-favourite-cx/2088362 2025b544-2d78-4af0-8d51-9b4fdfbb4f9f 1278 full 17 17 Thu, 26 Jun 2025 07:00:44 GMT false <![CDATA[My 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 shared with us an awesome experience he had when practically living from one!

If you want to learn more about what Faris & the team at Shiageto does, head to https://www.shiageto.com/ or connect with Faris on LinkedIn https://www.linkedin.com/in/farisaranki/

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/

]]> https://rss.com/podcasts/my-favourite-cx/2061787 391b0c86-33b7-41b1-99b8-646f28086ba2 1673 full 16 16 Thu, 12 Jun 2025 07:00:20 GMT true <![CDATA[My 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 sharing a great shopping experience.

To connect with James head to LinkedIn: https://www.linkedin.com/in/james-diel-aa0b089/

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/

]]> https://rss.com/podcasts/my-favourite-cx/2041736 23420c86-00c1-49e5-8d84-1d68741701c9 1152 full 15 15 Thu, 29 May 2025 07:00:48 GMT false <![CDATA[My 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 & Conversational AI space. We then got talking about a wonderful experience he had whilst holidaying in Europe.

To connect with Max head to https://www.linkedin.com/in/max-ball-244932/, or to read his latest work - https://www.forrester.com/blogs/ccaas-vendors-thrive-in-a-wild-market/

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/

]]> https://rss.com/podcasts/my-favourite-cx/2010270 de7147fb-2165-4c55-8b9a-3db261dc3a38 1789 full 14 14 Thu, 15 May 2025 07:00:20 GMT false <![CDATA[My 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 landscape in a number of marketing roles before starting up Techfluency and becoming a Fractional CMO.

To learn more about Laura & Techfluency, head to either LinkedIn at https://www.linkedin.com/in/lauralbassett/ or https://techfluency.biz/

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/.

]]> https://rss.com/podcasts/my-favourite-cx/1987819 860576ac-197b-4363-b957-0387418a3332 1417 full 13 13 Thu, 01 May 2025 07:00:42 GMT false <![CDATA[My 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 #customerexperience & want to ensure no one is ever placed on hold!

For more information on CloudAX, head to https://www.cloudax.uk/ or follow Olly on #linkedin at https://www.linkedin.com/in/oliverhobson/.

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/.

]]> https://rss.com/podcasts/my-favourite-cx/1987818 751d021e-c6a2-4b67-9988-c0e2338bf629 952 full 12 12 Thu, 17 Apr 2025 07:01:15 GMT false <![CDATA[My 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 coach & mentor for people who are feeling stuck, overwhelmed or disconnected.

We talk about his combined experiences of both CX as a technology & how he now sees it in the world of coaching & where the two meet. He then shares a recent customer experience.

Find more from Ben on LinkedIn at https://www.linkedin.com/in/benhill1/ or at Ask More Coaching - https://askmorecoaching.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/

]]> https://rss.com/podcasts/my-favourite-cx/1942264 a5f06f6f-2a89-47b6-af49-b8f9cfde42b7 1365 full 11 11 Thu, 03 Apr 2025 07:00:54 GMT false <![CDATA[My 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 experience, his recent experiences on becoming a Non Executive Director & he shares a delightful customer experience.

To learn more about Garry, head to https://www.fabsolutions.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/

]]> https://rss.com/podcasts/my-favourite-cx/1942256 5673190d-5ae1-465a-9340-2d189e6ba3a1 1545 full 10 10 Thu, 20 Mar 2025 08:00:54 GMT false <![CDATA[My 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 create exceptional customer experiences.

He then shares a wonderful experience he has had from a well known high street brand.

Find Anthony on LinkedIn via: https://www.linkedin.com/in/anthony-lindsay-cemap/

His latest book "A Mortgage is a Really Big Loan" is available via Amazon: https://amzn.to/4h5RVo9 & all other bookshops.

Next episode will be on March 20th as this show is moving to a fortnightly format.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1902631 4514b22a-10ea-4bfb-a4f9-926fb2c379e9 1171 full 9 9 Thu, 06 Mar 2025 08:00:37 GMT false <![CDATA[My 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 Favourite CX to talk about how Vertical Communications are changing the way that partners offer customer experience capabilities to their customers, including a story of how technology has brought immense gains for a US local authority.

Find Craig on LinkedIn here; https://www.linkedin.com/in/craiggironda/ & for more about Vertical, visit https://www.vertical.com/

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1902628 9c35feb7-c3e8-4419-a425-db63063ebc78 1122 full 8 8 Thu, 27 Feb 2025 08:00:30 GMT false <![CDATA[My 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 what he is seeing in the world of CX & share a delightful experience he had when he was over in the UK recently.

You can learn more about Craig by connecting with him on LinkedIn, or checking out the stoss.ca website or Kodif.

Wanting to see how you can put these amazing customer experiences into action? Check out the Holt CX Consultancy YouTube channel, where demonstrations drop weekly.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1877293 14b5dbbc-2eb8-4e0b-beb4-737698810fca 1529 full 7 7 Thu, 20 Feb 2025 08:00:25 GMT false <![CDATA[My 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 us all about what happened when she needed a new refrigerator.

Sarah is the host of the Epochal Growth podcast, a CX Leader & a leader within the Elevate CX community.

For more from Holt CX Consultancy, check out our YouTube channel with regular demonstrations & product how-to guides or connect with Chris on LinkedIn.

Chris is also running the Edinburgh Half Marathon in May to raise funds for the Lords Taverners, who are celebrating their 75th year in 2025. For more information, visit the donation page.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1866934 6ad6fd05-9c56-485c-8dfe-ea5ba72ac709 1392 full 6 6 Thu, 13 Feb 2025 08:00:22 GMT false <![CDATA[My 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:

https://www.linkedin.com/in/andymoo/

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1861206 9e81ad6f-fa05-4358-be62-eb8cc2ed4325 1031 full 5 5 Thu, 06 Feb 2025 08:00:33 GMT true <![CDATA[My 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 experience from what he is seeing in the enterprise space.

The best place to follow Andy's work is via LinkedIn, where he frequently publishes studies: https://www.linkedin.com/in/andymoo/

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1861203 f163b684-a87b-4198-896c-50d2fed17f80 1128 full 4 4 Thu, 30 Jan 2025 08:01:58 GMT true <![CDATA[My 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 wonderful stories from a couple of difference perspectives & what made them special to him.

Andrew can be found on LinkedIn here & the Elevate community is here.

For more content from Holt CX Consultancy, including weekly technology demonstrations, check out our YouTube channel.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1844762 5b1468b0-f797-4a5c-810e-7b14c8fa3c48 870 full 3 3 Thu, 23 Jan 2025 08:00:55 GMT false <![CDATA[My 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 a recent flight & his insights from working in the world of CX.

Conor's newsletter can be found here & Conor is also on LinkedIn here.

For more content from Holt CX Consultancy, including weekly technology demonstrations, check out our YouTube channel.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1844738 3c3c7257-ce22-47fd-b44f-e6e8af40314e 1019 full 2 2 Thu, 16 Jan 2025 08:00:17 GMT false <![CDATA[My 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 Parkin, who tells us all about a personal highlight of his recently,

To learn more about James, visit https://www.linkedin.com/in/jamesparkin/ or https://www.ellisoncoast.com/.

The CC CX Update podcast can be found here: https://www.youtube.com/@cccxindustryupdate

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk

]]> https://rss.com/podcasts/my-favourite-cx/1828781 87915e23-939c-42e5-8351-84d53d259525 876 full 1 1 Sun, 05 Jan 2025 20:30:44 GMT false