Episodes
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Is your AI WFM solution is solving a real problem or creating one? | Irina Hollatz | Ep 48
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Why AI should raise your floor, not replace your best agents | Chris Brdar | Ep 47
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Optimising everything is quietly destroying your mental health — and your CX | Tom Oxley | Ep 46
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How to turn every service failure into loyalty with the right human response | Joe Naberhaus | Ep 45
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Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44
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Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43
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How founders free themselves from every decision | Klaus Schwarzkopf | Ep 42
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Is the best experience no experience? | Tamara Bursztein | Ep 41
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Why AI literacy comes before AI tools | Simon Hodgkinson | Ep 40
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Why vendors lose CX deals they didn't know about | James Parkin | Ep 39
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The most typed thing in chat is "speak to someone" | Ben Hollyer | Ep 38
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Channel of choice: finding your CX 80/20 | Nancy Bergantzel | Ep 37
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How to turn customers into raving fans | Simon Teague | Ep 36
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Stop buying AI because your competitors did | Mike Gale | Ep 35
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Customer loyalty in financial services | Jim Tatchell | Ep 34
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Contact centre quality & AI regulation in 2026 | Charlie Adams | Ep 33
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Emotional intelligence in customer service and AI | Kathryn Simons-Porter | Ep 32
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How hyperlocal agents are beating the portals | Cindy Slaughter | Ep 31
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How to build an AI-ready go-to-market engine | Marián Jazbec | Ep 30
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Great CX turns customers into protectors, not just advocates | Ty Givens | Ep 29
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Dining with strangers: the loneliness antidote | Nimi Singh | Ep 28
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How to build support content that sells | Maring Eberlein | Ep 27
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AI fraud: the new threat to contact centre security | Alex Myatt | Ep 26
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The case for deliberately getting your orders wrong | David Wachs | Ep 25
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A voice AI so good you nearly forget it's a bot | Gary Suchley | Ep 24
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My Favourite CX: Episode 23 Alex Mead
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My Favourite CX: Episode 22 Rob Dwyer
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My Favourite CX: Episode 21 Angel Funes
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My Favourite CX: Episode 20 Janet Efere
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My Favourite CX: Episode 19 - Hannah Hickinbotham
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My Favourite CX: Episode 18 Georgia Holt
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My Favourite CX: Episode 17 Chris Dardis
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My Favourite CX: Episode 16 Faris Aranki
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My Favourite CX: Episode 15 - James Diel
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My Favourite CX: Episode 14 - Max Ball
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My Favourite CX: Episode 13 - Laura Bassett
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My Favourite CX: Episode 12 - Olly Hobson
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My Favourite CX: Episode 11 - Ben Hill
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My Favourite CX: Episode 10 - Garry Gormley
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My Favourite CX: Episode 9 - Anthony Lindsay
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My Favourite CX: Episode 8 - Craig Gironda
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My Favourite CX: Episode 7 - Craig Stoss
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My Favourite CX: Episode 6 - Sarah Caminiti
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My Favourite CX: Episode 5 - Andy Moorhouse (Part 2)
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My Favourite CX: Episode 4 - Andy Moorhouse (Part 1)
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My Favourite CX: Episode 3 - Andrew Rios
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My Favourite CX: Episode 2 - Conor Pendergrast
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My Favourite CX: Episode 1 - James Parkin