Hosted by Gavin Scott
Gavin talks with customer experience leaders about their work, from handling complaints to leading a team.
91 episodes, with notes and original audio.
Are you a Head of Customer Service or Customer Experience? Share the work you’re doing, what you’ve learned and the ideas other leaders could use.
Start with a 30-minute podcast discovery call.
91 episodes
2026-10-07
In this episode, Gavin is joined by Sedrak Hovhannisyan. Sedrak is an AI expert, entrepreneur and customer experience advocate from Armenia, who has built AI agents and led…
2026-08-05
In this episode, Gavin is joined by Claire Boscq and Andy Jarvis. Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the…
2026-07-01
In this episode, Gavin is joined by Kyle Wright. Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA). We hear him talk about his journey…
2023-01-04
This compilation has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined firstly by Gregorio Uglioni – a…
2022-12-08
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Ryan Noakes. Ryan is a Customer Success Manager…
2022-11-30
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Natasha Ratanshi-Stein. Natasha is the Founder…
2022-11-23
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Karl Sandland. Karl is the Founder and Chief…
2022-11-16
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon.…
2022-11-09
In this episode, Gavin is joined by Alison Boyle. Alison is an author, marketing strategist and funnel expert. We hear her talk about her initial experiences in customer…
2022-11-02
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Rebecca Brown. Rebecca is the Founder and Lead…
2022-10-26
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is once again joined by Elaine Lee. Elaine is the Managing…
2022-10-19
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Jamie Thorpe. Jamie is a CX, Research and…
2022-10-12
This has been dug out of the Customer Service Gold dust archive for your listening pleasure… In this episode, Gavin is joined by James Dodkins. James is a Speaker, Author and…
2022-10-05
This has been dug out of the Customer Service Gold dust archive for your listening pleasure… In this episode, Gavin is joined by Diane Magers. Diane is the Founder and Chief…
2022-09-28
In this episode, we take the opportunity to revisit some special moments from a selection of Gavin’s wonderful monologues over the first 75 episodes. Some of the topics…
2022-09-21
In this episode, we take the opportunity to revisit 5 special moments from some incredible guests that have joined the podcast over the first 75 episodes. So join us in this…
2022-09-07
In this episode, Gavin is joined by Luba Chudnovets. Luba Chudnovets is Co-Founder and CEO of Cordless. We hear her talk about her fascinating experience at (then) start-up…
2022-08-24
This episode is dedicated to the upcoming Awards International ‘UK Customer Experience Awards 2022’ event that is taking place in October. So have a listen, and if you’re…
2022-08-18
In this episode, Gavin is joined by Irina Poddubnaia. Irina is Founder of TrackMage. We hear her talk about what made her create a more efficient packing tracking solution; the…
2022-08-10
In this episode, Gavin is joined by Aaron Painter. Aaron is CEO of Nametag. We hear him talk about his initial journey into CX and why it made such a difference to his career…
2022-08-03
In this episode, Gavin poses an intriguing question: “Are you on purpose?” He elaborates on the difference between living a life ‘on’ purpose – as opposed to letting life…
2022-07-27
In this episode, Gavin is joined by Claire Boscq. Claire is a CX Expert, Keynote Speaker and the Creator of BizShui™. We hear her talk about her journey through various CX…
2022-07-20
In this episode, Gavin is joined by Al Hughes. Al is a Head of Contact Centre & Contact Centre Leader. We hear him talk about why he’s so passionate about the industry and…
2022-07-13
In this episode, Gavin talks about the magic of giving compliments. He elaborates on some interesting examples of how giving compliments can make customer service fun and fluid…
2022-07-06
In this episode, Gavin is joined by Matt Beckwith. Matt is a Director of Customer Experience and ‘The Contact Center Geek’. We hear him talk about a particular habit he…
2022-06-29
In this episode, Gavin talks about the importance of getting the little things right. He elaborates on a fascinating example of how one little thing can make all the difference…
2022-06-22
In this episode, Gavin talks about various examples of brilliant customer service in the Hospitality Industry. He discusses how research indicates that the first 12 words of…
2022-06-15
In this episode, Gavin talks about the various ways in which you can create “D.E.L.I.G.H.T” for your customers. He discusses the various steps behind the acronym…
2022-06-08
In this episode, Gavin talks about the various ways in which you can develop your mindset for success. He discusses what mindset actually means; the 4 steps of the ladder to…
2022-06-01
In this episode, Gavin is joined by Kate Brouse. Kate is a Disability Advocate and a Strategic Partnership Manager at NTI (National Telecommuting Institute). We hear her talk…
2022-05-25
In this episode, Gavin is once again joined by Elaine Lee. Elaine is the Managing Director of ReynoldsBusbyLee. We hear her talk about how mystery shopping can be beneficial in…
2022-05-18
In this episode, Gavin is joined by Sarah Hitchcock. Sarah is the Co-Founder and Chief Operating Officer at Geolytix. We hear her talk about the importance of open and timely…
2022-05-11
In this episode, Gavin is joined by Natasha Ratanshi-Stein. Natasha is the Founder of Surfboard. We hear her describe how she came up with the idea for Surfboard and what…
2022-05-04
In this episode, Gavin is joined by Rick DeLisi. Rick is an Author and Lead Research Analyst at Glia. We hear him describe what constitutes an “Effortless Experience”; the…
2022-04-27
In this episode, Gavin is joined by Daniel Brown. Daniel is the Co-Founder and Commercial Director at Think Wow. We hear him discuss the positive aspects of being nominated and…
2022-04-20
In this episode, Gavin is joined by Carolene Méli. Carolene is an Experience Strategist/Advisor and was also the Head of VIP Experiences at Cirque du Soleil Entertainment…
2022-04-13
In this episode, Gavin is joined by Mads Fosselius. Mads is the CEO & Co-Founder of Dixa. We hear him talk about what he considers to be the key elements of CX in today’s day…
2022-04-06
In this episode, Gavin is joined by Nate Brown. Nate is the Senior Director of CX at Arise and Co-Founder of CX Accelerator. We hear him describe the origins of his accidental…
2022-03-30
In this episode, Gavin is joined by Diane Magers. Diane is the Founder and Chief Experience Officer at Experience Catalysts. We hear her describe her journey from clinical…
2022-03-23
In this episode, Gavin is once again joined by Jimmy Hosang. Jimmy is the CEO of TMAC – The Modular Analytics Company. We hear him discuss how scripts are making a return – in…
2022-03-16
In this episode, Gavin is joined by Hrushi Kulkarni. Hrushi is a Certified CX Practitioner, Storyteller, Speaker, and Trainer. We hear him discuss how predictive analysis is…
2022-03-09
In this episode, Gavin is joined by Geoff Ramm. Geoff is a Customer Service and CX Expert, Speaker, Author and Coach. We hear him discuss why over 400 of his own customer…
2022-03-02
In this episode, Gavin is joined by Rebecca Brown. Rebecca is the Founder and Lead Consultant at Think Wow. We hear her discuss the journey of starting up a new CX business in…
2022-02-23
In this episode, Gavin is joined by James Dodkins. James is a Speaker, Author and Customer Experience Rock Star. We hear him discuss his journey from the award-winning…
2022-02-17
In this episode, Gavin is joined by Karl Sandland. Karl is the Founder and Chief Experience Officer at BrightCX LTD. We hear him discuss the importance of companies…
2022-02-09
In this episode, Gavin is joined by Alec Dalton. Alec is a Service Operations Advisor and Best-Selling Author. We hear him discuss the importance of understanding why some…
2022-02-02
In this episode, Gavin talks about love, actually. When you love your job, it permeates through every action and leaves a positive, long-lasting impression on the customer. So…
2022-01-26
In this episode, Gavin is joined by Doug Bennett. Doug is a Financial Planner, Speaker, Author of “Think Simple Win Big” and the Podcast Host of “Goals Do Come True”. We hear…
2022-01-19
In this episode, Gavin is joined by Ryan Noakes. Ryan is the Customer Success Manager for EMEA and the US at SAI360. He is included in the #CSones2watch 2022 report by Customer…
2022-01-12
In this episode, Gavin is joined by Graeme Forbes. Graeme is the Founder of Lightbulb Performance Coaching and has been involved in Customer Service throughout multiple…
2022-01-05
In this first episode of 2022, Gavin shares a wonderful exercise to help you focus on achieving your most important goals on a regular basis. It revolves around discovering…
2021-12-29
In this episode, Gavin is joined by Jonathan Mantle. Jonathan is the Founding Director of Complaints EQ, and is an expert Consultant in Complaints. We hear him discuss the…
2021-12-23
In this episode, Gavin is joined by Jamie Thorpe. Jamie is CX, Research and Engagement Professional and is the Head of Experience Management at Ipsos MORI CX. We hear him…
2021-12-15
In this episode, Gavin shares an incredible exercise to help memorise intentions. It revolves around 550 words about the life and times of Muhammad Ali and how the technique…
2021-12-08
In this episode, Gavin shares his 5 tips on how to create better connections with your customer. ——
2021-12-01
In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni. Gregorio is a Digital & Business Transformation Specialist and also the host of the CX…
2021-11-24
In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon. Rob has years of experience training and is the Director of Rob Moon Training. We hear him…
2021-11-17
In this episode, Gavin highlights the importance of effective listening. There are many forms of listening and it’s important to understand the different levels to which it can…
2021-11-10
In this episode, Gavin is joined by CX Strategic Advisor, Joanna Carr. Joanna has years of experience within CX and is also a Founding Member of the European Customer…
2021-11-03
In this episode, Gavin highlights the importance of providing a world-class warm welcome. There is much to learn from man’s best friend, in particular the way in which they…
2021-10-27
In this episode, Gavin is joined by Business Speaker, Sales Trainer and Author, Tony Morris. Tony has trained over 35,000 people through his company Tony Morris International,…
2021-10-20
In this episode, Gavin discusses a recent experience he had which reinforced the importance of getting it right the first time. Having recently moved house, the weekly grocery…
2021-10-13
In this episode, Gavin is joined by the Relational Experience Expert, Hege Marie Brown. Hege helps organisations understand the difference that Relational Experience (RX) can…
2021-10-06
In this episode, Gavin is joined by the Director of the Call Centre Helper Magazine, Jonty Pearce. Jonty helps organisations understand what Customer Experience best practice…
2021-09-29
In this episode, Gavin focuses on customer service mindsets for success. 80% of success is down to mindset – only 20% is down to skill. Often it comes down to having a…
2021-09-22
In this episode, Gavin is joined by Customer Experience Leader, Shep Hyken. Shep is a renowned Customer Experience and Service Expert, Keynote Speaker and Best-Selling Author.…
2021-09-15
In this episode, Gavin is joined by Customer Experience Leader, Merete Medle . Merete is the Customer Experience Director of Foodback and has vast experience within the field.…
2021-09-09
In this episode, Gavin talks about the importance of demonstrating curiosity. As youngsters, we asked questions all the time but that curiosity often subsides for one reason or…
2021-09-01
In this episode, Gavin is joined by CX Commercial Director, Chloe Woolger. Chloe helps organisations understand what Customer Experience best practice should look like through…
2021-08-25
In this episode, Gavin is joined by the Customer Service ‘Dancing Queen’, Jacqui Turner. Jacqui is a specialist in Customer Service and Team Leader Training. We hear her talk…
2021-07-28
In this episode, Gavin is joined by Fractional Chief Customer Office and CX Strategist, Nicholas Zeisler. Nicholas is extremely passionate about convincing organisations to…
2021-07-21
In this episode, Gavin is joined by Global Customer Experience Specialist, Christopher Brooks. Christopher is the MD of Clientship CX. We hear him talk about the 8 traits which…
2021-07-16
In this episode, Gavin takes another deep dive into some of the topics discussed by recent guests, including how to go about creating an emotional connection with our…
2021-07-07
In this episode, Gavin takes a deeper dive into some of the topics discussed by recent guests, including the importance of language. Making the conversation feel easy is…
2021-06-30
In this episode, Gavin is joined by the Managing Principal of EX4CX, Rick Denton. Rick helps Customer Experience executives create impactful ROI through their VOC and CX…
2021-06-23
In this episode, Gavin is joined by Customer Experience Advisor, Jeff Sheehan. We hear Jeff talk about his various experiences with Customer Experience; how the multiple…
2021-06-16
In this episode, Gavin is joined by Contact Centre Consultant, Nerys Corfield. We hear her talk about her various experiences with Customer Service; how senior management…
2021-06-09
In this episode, Gavin is joined by Customer Experience Specialist and fellow author, Jonathan Daniels. We hear him talk about how he identified a lack of Customer Experience…
2021-06-02
In this episode, Gavin is joined by Contact Centre Specialist, Garry Gormley. We hear him talk about how his first job at McDonald’s gave him some excellent “takeaways”; how…
2021-05-26
In this episode, Gavin is joined by Customer Experience Researcher, Justin Robbins. We hear him talk about how the appropriate technology can play a vital role in customer…
2021-05-19
In this episode, Gavin is joined by Customer Experience Director, Sarah Sargent. We hear her talk about how the pandemic has brought more empathy when servicing the more…
2021-05-13
In this episode, Gavin is joined by Jim Tincher, the Founder, CEO and Journey Mapper-In-Chief of Heart of the Customer. We hear him talk about how Journey Mapping is going to…
2021-05-05
In this episode, Gavin is joined by Richard Christie, the Head of Customer Success at The Skills Network. We hear him talk about how customer service has played an increasingly…
2021-04-28
In this episode, Gavin is joined by Jimmy Hosang, the CEO at TMAC – The Modular Analytics Company. We hear him expand upon the role of Artificial Intelligence within customer…
2021-04-21
In this episode, Gavin is joined by Elaine Lee, the co-founder of ReynoldsBusbyLee. Elaine gives a vital link from the customer directly into the boardroom. Often, honest…
2021-04-14
In this episode, Gavin is joined by Carol Burgess, the Head of Service Management at Alphabet GB. Carol gives a fascinating glimpse into the inner workings of a leading…
2021-04-07
In this episode, Gavin is joined by Gerry Davies. Together, they give some incredible insight into the recent history of customer service; the most transformative technologies;…
2021-03-31
In this episode, Gavin is joined by Bryan Horn, the founder of CX Solutions. Bryan gives a fascinating insight to how his experience with homelessness helped shape an entire…
2021-03-31
In this episode, Gavin is joined by Francesca Rea, the hugely experienced operational leader throughout many companies – and currently Director of Customer Service and Service…
2021-03-31
In this episode, I’m joined by Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming. We talk about Kayle’s introduction to customer service, starting in a hair…
2021-03-29
Welcome to the Customer Service Gold Dust Podcast. UK’s only podcast where real Customer Experience professionals share their journey, insights, challenges, and current focus…
Try a guest’s name or a broader topic.