Introducing The CX Equation: A New Podcast on the Real Work of Customer Experience

We’ve spent over a decade helping organisations rethink their customer experience strategy – embedding ourselves in marketing teams, guiding CRM transformations, and rolling up our sleeves to improve customer experience across the board.

Now we’re bringing that experience (and a few familiar faces) to a new platform.

The CX Equation is our new podcast, created for anyone working to make complex customer experience journeys a little smoother, smarter, and more human. Each episode explores how real teams are making customer experience services, platforms, and strategy work in large organisations.

Expect open conversations about everything from customer relationship management systems to balancing creativity with data, operational redesigns to personalisation challenges. We’re talking with CX leaders across industries about what’s delivering impact, and why.

This podcast is for anyone leading or influencing a customer experience strategy, whether you sit in marketing, data, operations, or a customer support function. Because improving customer experience takes all of it: the tech stack, the insight, the workflows, and the team dynamics.

First up: our pilot is just a chat between our own Chantelle and Mark, diving into the realities of personalisation at scale. Coming soon: guest episodes featuring CRM, marketing, and customer experience management pros from brands like Specsavers, VCCP, and Nationwide.

Listen now on your preferred platform:

Listen to The CX Equation on Apple Podcasts

Listen to The CX Equation onSpotify

Watch The CX Equation on YouTube 

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