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

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/

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/

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/

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/

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

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/

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/