Podcast Authority
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Podcast Overview
<p>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.</p><p>For more information about Holt CX Consultancy & the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a></p>
Language
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Publishing Since
1/5/2025
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Recent Episodes
July 9, 2026
Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44
<p>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. </p><p></p><p>To connect with Sam, head to LinkedIn – <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/sam-davison-opcx/">https://www.linkedin.com/in/sam-davison-opcx/</a> </p><p></p><p>To find out more about OPCX, head to - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.opcx.solutions/">https://www.opcx.solutions/</a> </p><p></p><p>For more information about Holt CX Consultancy & the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a> or follow Chris on LinkedIn at <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/chrisholt82/">https://www.linkedin.com/in/chrisholt82/</a> </p><p></p><p>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</p>
June 25, 2026
Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43
<p>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. </p><p>To connect with Gerry, head to LinkedIn – <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/gerryhbrown/">https://www.linkedin.com/in/gerryhbrown/</a> </p><p>To find out more about The Customer Lifeguard head to - <a target="_blank" rel="noopener noreferrer nofollow" href="http://www.thecustomerlifeguard.co.uk/">http://www.thecustomerlifeguard.co.uk/</a> </p><p>To buy Gerry's book - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131">https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131</a> </p><p>For more information about Holt CX Consultancy & the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a> or follow Chris on LinkedIn at <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/chrisholt8">https://www.linkedin.com/in/chrisholt8</a></p>
June 11, 2026
How founders free themselves from every decision | Klaus Schwarzkopf | Ep 42
<p>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. </p><p>To connect with Klaus, head to LinkedIn – <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/tamarabursztein/">https://www.linkedin.com/in/tamarabursztein/</a> </p><p>To buy Klaus's book The 80/20 Automation Blueprint, head to - <a target="_blank" rel="noopener noreferrer nofollow" href="https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint">https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint</a> </p><p>For more information about Holt CX Consultancy & the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a> or follow Chris on LinkedIn at <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/chrisholt82/">https://www.linkedin.com/in/chrisholt82/</a></p>
44 total episodes available
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Frequently asked questions
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- What is My Favourite CX?
<p>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.</p><p>For more information about Holt CX Consultancy & the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a></p> - How often does this podcast release new episodes?
This podcast updates daily.
- Where can I listen to this podcast?
This podcast is available on 8 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
No, this podcast does not typically feature guests.
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