What does integrity really look like in customer experience and B2B sales? Marián Jazbec, founder of NEOSD, joins My Favourite Customer Experience to talk about trust, honesty and why being able to say “no” can be one of the most powerful CX differentiators.

Marián reflects on her time at NICE and shares her favourite customer experience from both an employee and customer perspective—where transparency, realistic expectations and integrity built long-term trust and lasting relationships. We explore why honesty matters more than ever in a world of AI, automation and increasingly informed buyers, and how strong CX foundations influence culture, loyalty and future growth.

To connect with Marián, head to LinkedIn – https://www.linkedin.com/in/mjazbec/

Learn more about NEO SD at https://neosd.co/

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

What does it take to transform customer support from a cost centre into a driver of growth? This week on My Favourite CX, I'm Joined by Ty Givens the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Over her career, Ty has transformed support operations at every stage, from scrappy startups launching their first helpdesk to Fortune 500s rethinking how they serve millions of customers.

We talk about the evolution of customer experience, the future role of AI-led teams, and how organisations can build smarter, more human-centred support operations. Ty then shares a favourite customer experience, an unexpected masterclass in consistency, care and intentional service from her long-time hairstylist.

To connect with Ty, head to LinkedIn - https://www.linkedin.com/in/tybryantgivens/ . To find out more about CX Collective head to www.cxcollective.com for Consulting and Strategy and head to www.cxcollectiveadvantage.com/library for Playbooks

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

How do we bring genuine human connection back into an increasingly digital-first world? This week on My Favourite Customer Experience, I’m joined by Nimi Singh, founder of The Table App, to explore how intentional dining, curated environments and non-transactional conversation can transform how we meet new people, before Nimi shares a favourite customer experience that has shaped how she builds for emotional impact.

To connect with Nimi, head to LinkedIn - https://www.linkedin.com/in/nimi-singh/ . To find out more about The Table App visit https://www.thetableapp.co/

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

How does well directed & managed support data help to improve both customer & employee experience? We take a look at this with Maring Eberlein & talk about how foundational good information is to positive outcomes. Maring then chats student loans & how a proactive & empathetic approach have an exceptional customer experience.

To connect with Maring, head to LinkedIn - https://www.linkedin.com/in/maringeberlein/. For the Fundamentals of Support online course, navigate to - https://uxcontent.com/fundamentals-of-support-content/.

As mentioned at the end of the podcast, Chris is participating in a webinar with NiCE on knowledge on November 25th 2025, you can sign up here: https://events.teams.microsoft.com/event/bb419283-bcd4-4114-bd77-11e63614744f@7123dabd-0e87-4da9-9cb9-b7ec82011aad

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

Does the convenience of modern customer experience jeopardise our defences against fraud & security? Alex Myatt from Pindrop joins the pod to chat about how in a world of ever increasing capabilities, being able to accurately identify customers is a differentiator.

To learn more about the services Pindrop offer, or to connect with Alex, head to https://www.pindrop.com/ or https://www.linkedin.com/in/alexmyatt/

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

In a world of transactional interactions, how do you stand out? David Wachs from Handwrytten joins the podcast to talk about the art of the handwritten note & how it is a great way to make a lasting impact.

To learn more about David & Handwrytten, connect on LinkedIn at https://www.linkedin.com/in/davidwachs/ or https://www.handwrytten.com/.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

Gary Suchley from UJET joins My Favourite CX to talk about how the team at UJET are taking a different approach to the world of CX with mobile first solutions. Gary then shares with us a favourite experience from a customer deployment perspective & one personal experience.

To connect with Gary, head to LinkedIn https://www.linkedin.com/in/garysuchley/. UJET can be found at https://ujet.cx/.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

Customer Service Experience Executive Alex Mead from Epic CX joins the podcast to talk about his journey within the world of customer service experience, his key frameworks, views on the future & then share a favourite customer experience.

To learn more about Alex & Epic CX, either connect on Linkedin - https://www.linkedin.com/in/alexmead/ or https://www.linkedin.com/company/alexmead/.

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/