The CX Channel Blog

Part 3 of the Synergistic CX Podcast brings the bars industry analysis to a close by shifting fully into expert perspective - where data, journey insights, and operational realities converge into clear direction. In this final segment, Darren Denington, Founder of Service with Style, moves beyond frameworks to focus on what actually drives customer experience performance on the floor: people, leadership structure, and the discipline required to turn intent into consistent del

Part 2 of the Synergistic CX Podcast moves the conversation forward by shifting from what customers say to how they actually experience a visit - step by step. Together with Darren Denington, Founder of Service with Style, the CX Channel team explores the bars industry through the lens of the customer journey, uncovering how each interaction contributes to the final perception. Rather than focusing on isolated feedback, this episode connects the full sequence of moments - fro

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

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

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...