Gavin Scott, charismatic customer service expert, hosts this weekly podcast where he shares his own experiences of being in the military, of business, of sport and of life, all through the magic of storytelling. Gavin's stories and humour are guaranteed to brighten your day.
Episode 91: Can AI Make Customer Service More Human? with Sedrak Hovhannisyan
Welcome to Episode 91 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Sedrak Hovhannisyan. Sedrak is an AI expert, entrepreneur and customer experience advocate from Armenia, who has built AI agents and led teams across customer success, sales, support and marketing. We hear him talk about how AI can remove the friction that drives customers crazy; why customers should never have to repeat their story when being handed from AI to a human; and how businesses can ...
4 Aug 2026
Ep 90: Breaking Down the Silos Between CX, EX & DX with Claire Boscq and Andy Jarvis
Welcome to Episode 90 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Claire Boscq and Andy Jarvis. Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the BizShui™ Method. Andy is a technology consultant with more than 30 years' experience helping organisations simplify complex systems and deliver meaningful digital transformation. Together, they explore why Customer Experience (CX), Employee Experience (EX) a...
1 Jul 2026
Ep 89: Putting People First in Customer Experience with Kyle Wright
Welcome to Episode 89 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Kyle Wright. Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA). We hear him talk about his journey from frontline customer-facing roles into CX leadership; why understanding the real need behind a customer complaint is key to creating better experiences; and how public transport can use communication, personalisation and technology to make journeys easie...
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