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 | Jul 28, 2026 | Customer Centricity, Customer Experience, CX, CX Leadership, CX Model, Employee Experience, EX
From obstacle course to frictionless experience – hany mohktar In CX Chat 021, Martin Henley speaks with the CX Master, Professor Hany Mokhtar, about a provocative idea: the customer journey should not be a journey at all. For too many businesses, the customer...
by Martin Henley | Jul 7, 2026 | AIPMM, Business, Customer Centric Marketing, Customer Centricity, Customer Experience, Customer Experience Certification, Customer Strategy, Customer-centric Innovation., CX, CX Leadership
CX CERTIFICATION – Blue Ocean Strategy And Customer Innovation – Chris Frandsen Customer experience certification is becoming an essential investment for professionals and organisations who want to compete on more than price, product or convenience....
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...
