Episode 1 now available
Customer Experience with soul.
Practical, honest, experience-led conversations about what great CX truly means — and how to build it. Hosted by David Cox, global CX consultant with 20+ years helping organisations embed customer-centricity at their core.
About the Host
My Story
I began my career as a Chartered Accountant before moving into transformation and customer experience leadership. At ONO in Spain, I helped shift the company from an acquisition-driven startup into a customer-focused challenger to Telefónica. That experience ignited my passion for CX — and for the last 20 years I've worked with leading organisations worldwide to embed customer centricity at their core.
My Experience
I've partnered with Vodafone, Ooredoo, Bupa, DAZN, Banco BV, Nextel and more, driving measurable improvements in loyalty, churn, and growth. My blend of financial discipline and CX expertise ensures every transformation links directly to business performance.
More about DavidMy Approach — a proven 3-phase framework
Fix the Pain
Remove friction by addressing the biggest sources of customer dissatisfaction — the moments that silently drive churn.
Create the Love
Build branded, emotionally engaging experiences that customers rave about and that competitors can't easily copy.
Align the Culture
Ensure employees live and breathe the customer promise every day — so great CX becomes the natural default, not an initiative.
Clients I've worked with
The Podcast
Introduction
What does customer experience actually mean? David shares his origin story — from accountant to senior operator — and makes the case for why CX is the route to sustainable profitability.
Strategy
Why do organisations pivot to customer-centricity? Recognise the symptoms of a corporate "mid-life crisis" and how reconnecting to purpose reignites growth, culture, and commercial results.
Transformation
The three-phased approach: Functional Excellence, Differentiated Experience, and Aligned Culture. Practical questions to assess your organisation's readiness for genuine change.
Operations
How to measure and manage the customer journey: focus on the "percent dissatisfied" per moment, run targeted surveys, and set moment owners with CEO-level governance to drive real change.
Brand
From insight to brand identity: run focus groups to capture what truly matters to target customers, craft a purpose grounded in customer value, and translate that into distinct principles and touchpoints.
Operations
How to turn a defined purpose into everyday practice — aligning customer journeys, processes, and teams to consistently deliver on what customers value most.
Culture
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.
Sustainability
Bringing it all together: measuring long-term impact, maintaining momentum, and continuously evolving to meet changing customer expectations without losing core purpose.
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Work with David
The podcast is the thinking. Customer Oriented eXperience is the doing. If you're looking to embed genuine customer-centricity into your organisation — and drive measurable, sustainable growth — David works with a select number of clients each year.