The CX Channel Blog

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

In Part 3 of the Synergistic CX podcast episode, the focus turns to Jason Bare’s perspective on customer experience leadership and execution. Drawing on decades of hands-on experience at BARE International and a lifelong exposure to CX, Jason shares how insight becomes action in real operating environments. The discussion moves beyond frameworks and metrics to explore what truly sustains improvements in customer experience. Jason begins by reflecting on his lifelong exposure

In Part 2 of the Synergistic CX Podcast, focused on the car wash industry , the CX Channel team and special guest Jason Bare shift the lens from ratings and reviews to the end-to-end customer journey . In an industry where convenience is expected and alternatives are always close by, the journey itself becomes the experience, and every touchpoint plays a role in shaping trust. The episode walks through the full customer journey, from awareness and consideration to conversion,

In Part 1 of the Synergistic CX Podcast dedicated to the car wash industry, the CX Channel team is joined by Jason Bare, President of BARE International, to examine how customer experience is shaped in a highly automated, operationally intensive service environment. Unlike industries driven by emotion or novelty, car washes compete on reliability - where consistency, precision, and flawless execution define customer trust and loyalty. The episode is grounded in a data-drive

This newest episode of the Synergistic CX Podcast was recorded in Tokyo during the MSPA Asia Pacific Conference, where hosts Emil Tsankov and Erik Brooks welcomed back CX expert Jill Spencer for an in-depth conversation on her progress achieved in the past few years and the evolving priorities shaping the future of customer experience. The discussion reinforced a central truth: real progress in CX begins with focus, clear objectives, and the ability to see the bigger picture

In the final part of our three-part Synergistic CX Podcast on electronics retail, Andy Firth distills his decades of CX expertise into...

In Part 2 of our three-part Synergistic CX podcast on electronics retail, the CX Channel team dives into the heart of customer experience...

In the first part of our three-part Synergistic CX podcast, the CX Channel team - Erik Brooks, Emil Tsankov, and Cris Oliveira - kicks...

Synergistic CX Podcast Episode 10 - Part 3: Stories of Success In the final part of our three-part Synergistic CX Podcast on bookstores,...

Synergistic CX Podcast Episode 10 - Part 2: Stories of Success In the second part of our three-part Synergistic CX Podcast on...

Synergistic CX Podcast Episode 10 - Part 1: Stories of Success In the first part of the three-part May episode of the Synergistic CX...

In the final part of our three‑part Synergistic CX Podcast episode on fast‑food customer experience, Daniel Cosgrove of...

In the second part of our three‑part Synergistic CX Podcast on the fast‑food industry, the team turns its focus from reviews and response...

In the April episode of the Synergistic CX Podcast, the team dives into the fast‑food industry’s customer experience (CX) landscape,...

In the final part of the Synergistic CX Podcast, the March episode, the team explores cutting-edge CX strategies for luxury shoe retail,...

In the second part of the Synergistic CX Podcast, the March episode, the team takes a deep dive into the luxury shoe store customer...

In the March episode of the Synergistic CX Podcast, the team explores the world of luxury shoe retail, uncovering key customer experience...

In the final part of this Synergistic CX podcast episode, the team explores the future of customer experience (CX) in the car rental...