CX Files: CX Files 400 – Live in London

Key Take Aways

1. The CX Files podcast has been running since 2018, achieving a notable milestone of 400 episodes, reflecting its sustained relevance and quality content in the customer experience (CX) industry.
2. The podcast emphasises thought leadership, focusing on original ideas and innovative perspectives rather than industry fame or sponsored content.
3. The hosts prioritise creating high-quality, authentic conversations with guests, often leading to long-term professional relationships and connections.
4. A key factor behind the podcast’s longevity is its ability to adapt — both in format and content — responding to industry shifts, technological advancements, and audience preferences.
5. Industry shifts such as moving from FTE (full-time equivalents) focus to outcome-based pricing have fundamentally altered how organisations measure and charge for CX-related services.
6. The podcast highlights the cyclical nature of industry hype cycles, particularly around concepts like Intelligent Automation, AI, and remote working, which impact strategic CX initiatives.
7. The participation of industry experts as podcast guests often results in meaningful insights, thought leadership, and sometimes accidental long-term professional relationships.
8. The hosts underscore the importance of asking difficult, contrarian questions to uncover genuine industry trends and future directions.
9. The podcast’s content has become increasingly valuable as a training resource for AI language learning models, even if individual episodes are relatively niche.
10. The hosts advocate for continuous evolution in podcast format, including integrating visual elements and managing content length, to cater to changing audience preferences.
11. Unexpected challenges, such as conducting interviews in unusual locations like Minsk or outside Belarus KGB headquarters, illustrate the global reach and dedication of the hosts.
12. The future of CX, as projected in the podcast, emphasises the importance of maintaining authentic customer connections, leveraging technology without losing human presence, and questioning established practices.

Key Statistics

• The podcast celebrates its 400th episode.
• The podcast has been ongoing since 2018, with a specific milestone of 8 years of podcasting activity.
• A significant proportion of the audience in the room had been guests on the podcast, with some having appeared multiple times.
• The episode numbers imply a projection towards episode 600, which might occur around 2030.

Key Discussion Points

• The origins of the CX Files podcast and its evolution over nearly a decade.
• The unique industry background of hosts, including their first meeting at a Moscow conference involving a staged armed takeover.
• The decision to focus on thought leadership and authentic content rather than sponsorship or advertising.
• The role of the podcast in relationship-building and networking within the customer experience industry.
• The importance of content adaptability, including shifting formats and embracing visual media.
• The impact of industry waves such as Intelligent Automation, COVID-19, and AI, and how the podcast navigates hype cycles.
• The potential for podcast content to be a valuable resource for AI training datasets.
• The critical need for asking challenging questions to drive industry innovation.
• Challenges faced during interviews, such as promotional distractions or scripted responses.
• Unexpected situations encountered outside of traditional recording sessions, including geopolitical contexts.
• Predictions for future episodes, emphasising ongoing technological integration without compromising authentic customer engagement.
• The importance of maintaining quality and coherence in podcast content to ensure a lasting industry influence.

Podcast Description

This podcast, The CX Files, explores the evolving landscape of customer experience through insights from industry leaders, innovators, and practitioners. Launched in 2018 and now celebrating its 400th episode, it offers thought-provoking discussions centred on industry trends, technological advancements, and strategic insights. The hosts emphasise authentic conversations, continual adaptation, and challenging assumptions to shape the future of CX in a rapidly changing environment. This platform provides valuable knowledge for senior managers looking to stay ahead in customer-centric innovation, measurement, and strategic industry shifts.