by Martin Henley | Aug 11, 2026 | Customer Centricity, Customer Expectations, Customer Experience, Customer Service, Customer Strategy, CX, CX Leadership, Employee Engagement, Employee Experience, EX
Why Your Managers Are Too Busy To Lead – Marc Haine Customer experience in hospitality is often considered as service, a set of defined touch-points and KPIs. In CX Chat 023, Martin Henley and hospitality strategist Mark Haine argue that it is more than that: CX...
by Martin Henley | Aug 4, 2026 | Customer Centricity, Customer Experience, Customer Lifetime, Customer Service, CX, CX Model
Stop Chasing Perfection: Why Consistency Beats Amazement – Shep Hyken In this CX Chat episode, Martin Henley speaks with Shep Hyken, Hall of Fame speaker, bestselling author, and Chief Amazement Officer, about what truly creates outstanding customer experience....
by Martin Henley | Jun 30, 2026 | Customer Centricity, Customer Experience, Customer Service, Customer Strategy, CX, CX Leadership, Employee Engagement, Employee Experience, EX
Employee experience – why bad bosses are killing your business In this episode of CX Chat, Martin Henley speaks with Prof. Hany Mokhtar, known as the CX Master of the GCC, about the critical link between employee experience, customer experience, leadership, and...
by Martin Henley | Jun 23, 2026 | AI, Customer Experience, Customer Service, CX, CX Leadership, CX Model, EX
Customer Zero: Supercharging Sales & CX With AI – Garry Green CX Chat 016 brings Martin Henley together with Gary Green, managing director and founder of Quantum, AI implementation expert, former RAF commander, and strategic transformation leader, to unpack...
by Martin Henley | Jun 16, 2026 | Customer Experience, Customer Lifetime, Customer Service, CX, CX Leadership, CX Model, Employee Experience, EX
Have We Lost Our Humanity? The Crisis In Modern CX – Prof Hany Mokhtar CX Chat 015 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, for a raw, unfiltered conversation about the crisis in modern customer experience, and...
by Martin Henley | Jun 9, 2026 | Customer Experience, Customer Lifetime, Customer Service, CX, CX Leadership, CX Model, Employee Experience, EX
The CX Hierarchy of Customer Expectations – Prof. Hany Mokhtar CX Chat 014 brings Martin Henley back together with Prof. Hany Mokhtar, the CX Master of the GCC, to build something completely new: the CXED Hierarchy of Customer Expectation, a five tier framework...
