The CX Channel Blog

Part 1 of the Synergistic CX Podcast turns the spotlight on the bars industry - an environment where customer experience is shaped in real time, through a mix of atmosphere, product, and human interaction. In this episode, the CX Channel team is joined by Darren Denington, Founder of Service with Style, to explore how experience is actually delivered in a dynamic, social setting where control is limited, and execution defines perception. The discussion is grounded in a global

Discover the March edition of Synergistic CX – The Customer Experience Magazine! The March 2026 edition turns its focus to the gas station industry - a high-frequency, routine-driven sector where customer experience is shaped not by standout moments, but by everyday execution. Under the theme “ Fueling Loyalty: Winning Customers in a High-Frequency Industry ” this edition explores how operational discipline, clarity, and consistency define customer perception and repeat beh

Part 3 of the Synergistic CX Podcast concludes the gas station industry deep dive with a broader expert perspective from Oleksiy Tsysar, Founder and CEO of 4Service Group. Moving beyond data and journey analysis, the discussion focuses on what customer experience truly means as a business driver and why it has become a central discipline shaping performance, loyalty, and long-term success. Oleksiy defines customer experience not as a standalone function, but as a direct drive

Part 2 of the Synergistic CX Podcast continues the exploration of the gas station industry with Oleksiy Tsysar, shifting the focus from sentiment and feedback analysis to the end-to-end customer journey. In a sector defined by routine and low customer patience, the journey itself becomes the critical lens for understanding experience - where even minor disruptions can quickly shape overall perception and influence repeat behavior. The episode maps the full customer journey, c

Part 1 of the Synergistic CX Podcast shifts the focus to the gas station industry, where the CX Channel team is joined by Oleksiy Tsysar, Founder and CEO of 4Service Group. The discussion explores how customer experience is defined in a high-frequency, routine-driven service environment. Unlike industries driven by extended interactions, gas stations rely on speed, availability, and operational precision, where even small disruptions can quickly impact customer perception and

Discover the February edition of Synergistic CX - The Customer Experience Magazine! The February 2026 edition of Synergistic CX turns its focus to the banking industry - a highly regulated, trust-centered sector where customer experience is defined not only by service quality, but by reliability, clarity, and the ability to respond when expectations are challenged. Under the theme “The Currency of Experience - Turning Every Interaction into Lasting Loyalty” this edition explo

In Part 3 of the Synergistic CX Podcast banking episode, the focus turns to Kerli Zeiger Soosaar’s perspective on what it takes to build, govern, and sustain customer experience in one of the most trust-dependent and regulated industries. Drawing on her leadership at Dive Group and extensive experience working with banks across the Nordic and Baltic markets, Kerli explains how customer experience has evolved from a measurement function into a core management discipline that i

In Part 2 of the Synergistic CX Podcast, focused on the banking industry, the CX Channel team and special guest Kerli Zeiger Soosaar shift the discussion from ratings and sentiment analysis to the end-to-end banking customer journey. In an industry where switching providers is easier than ever and digital access is constant, the journey itself becomes the foundation of trust, with every interaction - from onboarding to ongoing support - shaping customer confidence and long-te

In Part 1 of the Synergistic CX Podcast dedicated to the banking industry, the CX Channel team is joined by Kerli Zeiger Soosaar, CEO of Dive Group and MSPA Europe/Africa board member, to examine how customer experience is shaped in a highly regulated, trust-dependent service environment. Unlike transactional retail sectors, banking relationships are built on confidence and consistency, where every interaction - from routine transactions to complex financial decisions - direc