My Favourite CX

<p>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 &amp; 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 &amp; the practical lessons organisations can take from it. From trust &amp; communication to simplicity &amp; follow through, it’s a powerful reminder that great CX is built deliberately, not accidentally. </p><p>To connect with Mike, head to LinkedIn – <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/mike-g-09116b7/">https://www.linkedin.com/in/mike-g-09116b7/</a> </p><p>To learn more about Acacia Consultants, visit – <a target="_blank" rel="noopener noreferrer nofollow" href="https://Acaciaconsultants.co.uk">https://Acaciaconsultants.co.uk</a> </p><p>For more information about Holt CX Consultancy &amp; 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>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 &amp; personal relationships are more powerful than simply being the cheapest. Jim shares how delivering a reliable, human service creates loyalty, referrals &amp; 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. </p><p>To connect with Jim, head to LinkedIn –<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/jimtatchell/">https://www.linkedin.com/in/jimtatchell/</a> </p><p>To learn more about Circadian FX, visit – <a target="_blank" rel="noopener noreferrer nofollow" href="https://circadianfx.com/">https://circadianfx.com/</a> </p><p>To donate to Helping Herts, visit - <a target="_blank" rel="noopener noreferrer nofollow" href="https://helpingherts.enthuse.com/pf/mile12ways">https://helpingherts.enthuse.com/pf/mile12ways</a> </p><p>For more information about Holt CX Consultancy &amp; 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>What does truly consistent customer experience look like when things don’t go to plan? Charlie Adams, Director of Customer Success &amp; 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. </p><p>To connect with Charlie, head to LinkedIn - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/charleshsadams/">https://www.linkedin.com/in/charleshsadams/</a> </p><p>To learn more about Custom Connect, visit - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.customconnect.com/">https://www.customconnect.com/</a> </p><p>To donate for Charlie's Marathon, visit - <a target="_blank" rel="noopener noreferrer nofollow" href="https://2026tcslondonmarathon.enthuse.com/pf/charlie-adams">https://2026tcslondonmarathon.enthuse.com/pf/charlie-adams</a> </p><p>For more information about Holt CX Consultancy &amp; 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>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>

<p>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. </p><p>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. </p><p>To connect with Kathryn head to LinkedIn - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/kathryn-simons-porter-896b7053/">https://www.linkedin.com/in/kathryn-simons-porter-896b7053/</a> and to learn more about Flourish head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://flourish-ai.co.uk/">https://flourish-ai.co.uk/</a> </p><p>For more information about Holt CX Consultancy &amp; 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>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. </p><p>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. </p><p>To connect with Cindy, head to LinkedIn - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/cindy-slaughter-73581b27/">https://www.linkedin.com/in/cindy-slaughter-73581b27/</a> For the Avocado website, head to - <a target="_blank" rel="noopener noreferrer nofollow" href="https://avocadopropertyagents.co.uk/">https://avocadopropertyagents.co.uk/</a> To Connect with Ian Macbeth or Mike Robson head to LinkedIn - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/ian-macbeth-5190a926/">https://www.linkedin.com/in/ian-macbeth-5190a926/</a> <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/michael-robson-57a84922/">https://www.linkedin.com/in/michael-robson-57a84922/</a> </p><p>For more information about Holt CX Consultancy &amp; 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>