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, empowering support teams & using AI to improve efficiency without compromising on the experience. We then hear her favourite customer experience from her wedding, where a catering team went above & beyond through thoughtful details, proactive service & making sure everyone felt looked after.

To connect with Rhio, head to LinkedIn - https://www.linkedin.com/in/rhio-cory-6a80b314a/

To find out more about Ticket Tailor head to - https://www.tickettailor.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/

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 of AI in enhancing agent capabilities & why understanding what customers are saying is so important. We then get to hear not one but two of his favourite customer experiences, including how a well designed support process helped him when his laptop broke & how a small moment of human interaction made him want to use a supplier again.

To connect with William head to LinkedIn at - https://www.linkedin.com/in/williampenn/

To find out more about Puzzel and the services they offer head to - https://www.puzzel.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/

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 between automation & human contact, and why everything should ultimately start and end with the customer experience.We then discuss Clive's favourite customer experience at Goodwood, discussing how attention to detail, consistent delivery and managing the many variables of a large event have helped create an experience that keeps him coming back.

To connect with Clive head to LinkedIn - https://www.linkedin.com/in/clive-sawkins-22838/

To find out more about Digital Barriers, head to their website - https://digitalbarriers.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/

Photo credit to Heather Bloomfield, thanks Mum :)

How can small, thoughtful actions make a big difference to customer experience? Xander Freeman, Digital Content Director at Call Centre Helper, joins the podcast to discuss the changing world of CX, AI, contact centres and the importance of bringing different perspectives into the industry. Xander then shares two favourite customer experiences, including a hotel that went above and beyond after his luggage was lost and showed how small, personalised gestures can create a lasting impression.

Xander Freeman Digital Content Director at Call Centre Helper, the world’s largest online community of contact centre professionals. He is a regular host and moderator of webinars, interviews, and live panels on a wide range of topics in the customer contact space – sharing insights on CX innovation, AI, workforce management, QA, and more. As part of the Call Centre Helper team, he engages with CX professionals from all over the globe, ensuring that the organisation stays at the cutting edge of what both CX leaders and agents need to know to succeed in what can be an extremely challenging environment.

Connect with Xander on LinkedIn at https://www.linkedin.com/in/xanderfreeman/

Call Centre Helper is the leading online resource for the contact centre industry, sharing practical advice, expert insights, and real-world best practice. From customer experience and workforce management to technology, leadership, and wellbeing, it helps contact centre professionals stay informed, inspired, and connected. In addition to their library of 20,000+ best practice articles they also provide:

An Industry Leading Webinar Programme – Hosting regular live and on-demand sessions featuring industry experts and practical case studies.

A Weekly Newsletter – A curated roundup of the latest insights, trends, and advice from across the industry.

A CX Resource Library – Filled with the latest reports, white papers and eBooks from industry experts.

Free Tools & Calculators – Practical tools to help teams plan, benchmark, and improve performance.

Find CCH and join their community of over 1.7 million CX practitioners at www.callcentrehelper.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/

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/

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/

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/

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/