My Favourite CX

My Favourite CX

by Chris Holt
Technology
Is your AI WFM solution is solving a real problem or creating one? | Irina Hollatz | Ep 48
Explicit
Today on My Favourite CX Irina Hollatz from Right WFM joins the podcast to talk about WFM, AI and why having the right people available to serve customers is where CX really starts. Irina then shares her favourite customer experience with LOT Polish Airlines and how anticipating customer needs, providing solutions and making a stressful situation feel seamless has created a level of trust and loyalty that keeps her coming back. To connect with Irina, head to LinkedIn - https://www.linkedin.com/in/irina-hollatz-wfm-consultant/ To find out more about Right WFM, head to - https://rightwfm.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/
E48
Sep 3, 2026
29:40
Why AI should raise your floor, not replace your best agents | Chris Brdar | Ep 47
This time on My Favourite CX Chris Brdar from Red Mountain Weight Loss joins the podcast to talk about AI, employee experience and how technology can raise the level that teams deliver customer experience. Chris shares a deeply personal favourite customer experience that highlights the importance of empathy, understanding and taking the time to genuinely help someone when they need it most. CONTENT WARNING: Does include references to suicide in the second half of the podcast. To connect with Chris, head to LinkedIn - https://www.linkedin.com/in/chrisbrdar/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/
E47
Aug 20, 2026
44:14
Optimising everything is quietly destroying your mental health — and your CX | Tom Oxley | Ep 46
Today, Tom Oxley from Bamboo Mental Health joins the podcast to discuss why creating psychologically safe workplaces enables people to deliver exceptional customer experiences, how AI is changing the way we work, and how optimisation may not be conductive to your mental health. Tom then shares with us a favourite customer experience from a family campsite that perfectly demonstrates how authentic human connection and understanding your customers creates memorable experiences that keep people coming back. To connect with Tom, head to LinkedIn - https://www.linkedin.com/in/tom-oxley-bamboomentalhealth/ To watch Tom's Tedx talk, head to - https://www.youtube.com/watch?v=G0XUimJbz44 For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/
E46
Aug 6, 2026
40:40
How to turn every service failure into loyalty with the right human response | Joe Naberhaus | Ep 45
How do you balance AI, outsourcing and the human touch to create exceptional customer experiences? Joe Naberhaus from Outsource Consultants joins the podcast to discuss the future of contact centres, the importance of knowledge management, agent empowerment and why customer loyalty is built through meaningful human interactions. Joe then shares a favourite customer experience from over 20 years ago that demonstrates how ownership, passion and going the extra mile can create customer loyalty that lasts a lifetime. To connect with Joe, head to LinkedIn – https://www.linkedin.com/in/joe-naberhaus/ To find out more about Outsource Consultants, head to - https://www.outsource-consultants.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/
E45
Jul 23, 2026
34:16
Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44
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. To connect with Sam, head to LinkedIn – https://www.linkedin.com/in/sam-davison-opcx/ To find out more about OPCX, head to - https://www.opcx.solutions/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ 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
E44
Jul 9, 2026
41:47
Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43
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. To connect with Gerry, head to LinkedIn – https://www.linkedin.com/in/gerryhbrown/ To find out more about The Customer Lifeguard head to - http://www.thecustomerlifeguard.co.uk/ To buy Gerry's book - https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131 For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt8
E43
Jun 25, 2026
34:41
How founders free themselves from every decision | Klaus Schwarzkopf | Ep 42
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. To connect with Klaus, head to LinkedIn – https://www.linkedin.com/in/tamarabursztein/ To buy Klaus's book The 80/20 Automation Blueprint, head to - https://klaus-schwarzkopf.com/en/book_8020_automation_blueprint For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/
E42
Jun 11, 2026
20:14
Is the best experience no experience? | Tamara Bursztein | Ep 41
How do you reduce customer effort whilst balancing regulation, operations & differing customer expectations across international markets? Tamara Burszein from SquareTrade joins the podcast live from UCX Manchester to talk about customer insight, behavioural analytics & creating lower effort experiences. Tamara then shares a favourite customer experience from moving apartments, where a seamless utility switching service proved that sometimes the best customer experience is no experience at all. To connect with Tamara, head to LinkedIn – https://www.linkedin.com/in/tamarabursztein/ To find out more about SquareTrade head to - https://www.squaretrade.eu/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/
E41
May 28, 2026
16:07
Why AI literacy comes before AI tools | Simon Hodgkinson | Ep 40
How do charities responsibly embrace AI whilst maintaining trust, ethics & human connection? Simon Hodgkinson, Head of AI at the British Red Cross, joins the podcast live from UCX Manchester to talk about the organisation’s AI journey, the importance of literacy over hype & how AI can be used to enhance rather than replace human interaction. Simon then shares a favourite customer experience from a hotel stay where a small, thoughtful gesture made a lasting impact & highlights the importance of empowering employees to delight customers. To connect with Simon, head to LinkedIn – https://www.linkedin.com/in/simonhodgkinson/ To find out more about the British Red Cross' work head to - https://www.redcross.org.uk/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ 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
E40
May 14, 2026
36:19
Why vendors lose CX deals they didn't know about | James Parkin | Ep 39
James Parkin, Co-Founder of GAIA-CC (the Global Association of AI & CX Consultants), joins the podcast to talk about building a community that connects consultants, vendors & ideas in one place. James then shares a favourite (and slightly unconventional!) customer experience that highlights how even simple communication breakdowns can have a lasting impact. To connect with James, head to LinkedIn – https://www.linkedin.com/in/jamesparkin/ To join GAIA-CC head to - https://www.gaia-cc.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/ 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
E39
Apr 30, 2026
31:05
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