A podcast about Customer Experience with soul
Hosted by David Cox — global CX consultant with 20+ years helping organisations worldwide embed customer centricity at their core.
Each episode of The Joy of CX examines what customer experience truly means, how to remove the pain points that drive customers away, and how to build an authentic, branded experience that people love. Practical, honest, experience-led—rooted in the realities of transformation.
A clear, grounded definition of customer experience: the emotional combination of day-to-day interactions, commercial fairness, and brand personality. David shares his origin story—from accountant to ONO senior manager—and why CX is the route to sustainable profitability.
Why organisations pivot to customer-centricity — spotting the symptoms of a corporate "mid-life crisis" and how reconnecting to purpose and customers reignites growth, culture, and commercial results.
Three phased approach to CX transformation: Functional Excellence (fix the basics), Differentiated Experience (create emotional connection), and Aligned Culture (make behaviour authentic). Practical questions to assess readiness.
How to measure and manage the customer journey: focus on the "percent dissatisfied" per moment, run targeted surveys (ask unhappy customers why), and set moment owners with CEO-level governance to drive change.
From insight to brand: run focus groups to capture what truly matters to target customers, craft a purpose grounded in customer value, and translate that purpose into distinct principles and touchpoints.
How to turn a defined purpose into everyday practice: aligning customer journeys, processes, and teams to consistently deliver on what customers value most.
Why culture is the most powerful driver of CX success, how to align internal behaviours with brand promises, and techniques to make customer-centricity a natural part of daily work.
Bringing it all together: measuring long-term impact, maintaining momentum, and continuously evolving to meet changing customer expectations without losing the core purpose.
What does it really take to turn around a company on the brink, and transform it into a customer-centric success story? I sit down with Roberto Rittes, former CEO of Nextel Brazil, to unpack one of the most remarkable business turnarounds I’ve ever witnessed.
What happens when marketing and customer experience truly operate in harmony? I sit down with Gareth Abel, an internationally experienced CMO to explore how great businesses are built when marketing and CX join forces, not as separate disciplines, but as a single, unified engine driving long-term success.