Insights from The Joy of CX

Exploring how customer experience shapes business success

The Joy of CX is where I explore what customer experience really means in practice. It’s not just a department or a set of metrics — it’s the sum of every interaction, every feeling, and every choice customers make about your brand.

In each episode, I share stories and lessons from my own work transforming organizations worldwide, alongside conversations with leaders who’ve put CX at the heart of their businesses. We dive into what works, what doesn’t, and how to move beyond buzzwords to deliver experiences that truly matter.

Whether you’re a business leader, CX professional, or just curious about how customer experience drives loyalty and growth, you’ll find practical frameworks, real-world insights, and inspiration to create change.

Key Themes:

• Fixing the pain points that drive dissatisfaction

• Creating experiences customers love — not just tolerate

• Aligning culture so employees deliver consistently

• Measuring CX impact with the right metrics

• How CX links directly to growth and profitability