Best Rhian Huxtable & Richard Knight Podcasts (2025)

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Episode 83 - Taking CX to the next level with Alistair Tudor From Stephens' Scown Solicitors 23:16

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2d ago23:16

23:16

In this episode Richard and Rhian warble with Alistair Tudor from Stephens' Scown, a regional law firm with offices across the south-west of England. Alistair shares how as Head of Transformation and Client Delivery, he has worked with the team at Stephens' Scown to deliver world-class client experiences. He reveals the stages of transformation and…

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Episode 82 - How random is your CX? 23:31

2M ago23:31

23:31

In this episode Rhian and Richard warble about random versus intentional and differentiated customer experience. They provide insight into the impact of random customer experience on revenue and delve into the latest data from the insight6 professional services sector report - how well do legal, accountancy, financial and property firms handle init…

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Episode 81 - How can one more coffee help your business in 2025? 9:58

7M ago9:58

9:58

In this episode join Richard and Rhian from insight6 warble about how cost cutting in the new financial year can impact CX and how another coffee could be the answer! Plus you can also access the FREE CX Checker. What level of CX does your business currently deliver? FREE CX Checker quiz - https://cxchecker.scoreapp.com This podcast is produced by …

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Episode 80 - Get great CX in your business in 2025 25:32

8M ago25:32

25:32

In this episode join Richard and Rhian from insight6 warble about what to expect in 2025, how deliver great cx and how to access the FREE CX Checker. What level of CX does your business currently deliver? FREE CX Checker quiz - https://cxchecker.scoreapp.com This podcast is produced by insight6 - www.insight6.com…

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Episode 79 - CX Top Tips from Wales with Mel Evans 22:29

1y ago22:29

22:29

In this episode join Richard and Rhian from insight6 as they talk to their colleague from Wales, Mel Evans, all about top tips for attractions, leisure and hospitality companies as we enter the holiday season. This podcast is produced by insight6 - www.insight6.comBy Rhian Huxtable & Richard Knight

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Episode 78 - Holiday CX with Lee Trowbridge 36:15

1+ y ago36:15

36:15

This month the west country warblers, Richard Knight and Rhian Huxtable, talk to Lee Trowbridge all about CX highs and lows of working the holiday sector. Lee and his wife book bespoke travel experiences you'll never forget. Join us to hear more about how Lee delivers great CX for his customers and how the travel industry are treating its customers…

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Episode 77 - CX Data, what are the trends? 21:33

1+ y ago21:33

21:33

This month Richard and Rhian warble all about the UKCSI data and what it means for your business. Where can you take a competitive advantage with your CX? Find out which CX Zone your business operates in with the FREE THE CX CHECKERBy Rhian Huxtable & Richard Knight

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Episode 76 - CX Change is the constant 17:31

1+ y ago17:31

17:31

In episode 76 Rhian and Richard warble about change. The speed and size of change have an impact on us and our customers. The gents discuss what effect this has on CX and how to approach your CX to manage change.By Rhian Huxtable & Richard Knight

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Episode 75 - The Changing Face of Legal CX with Lee Taylor 35:31

1+ y ago35:31

35:31

Has the traditional law firm had its day? This month Richard Knight and Rhian Huxtable warble with Lee Taylor from Woodstock Legal. Lee talks all about marketing and client experience at Woodstock providing insights into the impact a consultancy model has on client satisfaction and loyalty.By Rhian Huxtable & Richard Knight

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Episode 74 - 2024...here we go! 14:49

1+ y ago14:49

14:49

Join Richard and Rhian for their latest warble from the west country. This month, what do we need to focus on to ensure customer success in 2024 and beyond? Tune in to find out!By Rhian Huxtable & Richard Knight

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Episode 73 - CX review 2023 & predictions for 2024 28:35

2y ago28:35

28:35

In Episode 73 of The CX Podcast R&R Richard & Rhian are warbling with Ian Kelsall, a fellow insight6 CX Director, all about how CX has played out in 2023 and what to expect in '24.By Rhian Huxtable & Richard Knight

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Episode 72 - It’s CXmas! (well, nearly) 19:42

2y ago19:42

19:42

This month the west country duo, Richard Knight and Rhian Huxtable, warble all things festive season. Listen in to learn their 5 top tips to deliver great customer experiences during the festive period.By Rhian Huxtable & Richard Knight

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The CX Podcast R&R Episode 71 with Tony Day 32:15

2y ago32:15

32:15

This month Richard Knight and Rhian Huxtable talk to Tony Day from Adstral Fulfilment about how it's not just about 'picking and packing' in the fulfilment sector. Learn all about how CX is core to the success of a logistics business and that the most important part of keeping clients happy are the employees.…

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Is customer satisfaction in freefall? 20:21

2y ago20:21

20:21

After the summer break, Richard Knight and Rhian Huxtable return with another warble about CX on holiday and the recent UKCSI report on customer satisfaction in the UK.By Rhian Huxtable & Richard Knight

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The CX Podcast R&R Episode 69 - A customer centric business model with Ollie Jackman 23:10

2+ y ago23:10

23:10

This months warble has Richard Knight and Rhian Huxtable talking to Ollie Jackman from Agile Comms about their business model that has been designed from the customers point of view. Hear about the customer centric start-up from Plymouth and how they taken the traditional telecoms model and flipped it on its head!…

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The CX Podcast R&R Episode 68 with Jon Ducker 23:33

2+ y ago23:33

23:33

This month Richard and Rhian warble with Jon Ducker from The Haines Motor Museum about why listening to customers is so important in todays world plus how emotion impacts a visitors experience. We also find out what Jon's favourite motor is at the museum!By Rhian Huxtable & Richard Knight

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Consumer Duty with Claude Weston 29:16

2+ y ago29:16

29:16

In episode 67 of The CX Podcast R&R, Rhian and Richard warble with Claude Weston from Casterbridge Wealth all about the Consumer Duty Regulations set out by the Financial Conduct Authority. Claude talks about how the regulations can be translated into real world actions and what Casterbridge Wealth have been doing to put their clients at the heart …

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Your brand and CX 35:21

2+ y ago35:21

35:21

This episode Richard and Rhian are joined by Tom Hadley from SUFU who is talking all things branding and how it impacts CX. Tom gores into details on the old school marketing and how behavioural science can be the gane changer for a brand and the experiences delivered to customers.By Rhian Huxtable & Richard Knight

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Who’s taking it to the next CX level in 2023? 20:13

2+ y ago20:13

20:13

This month Rhian Huxtable and Richard Knight from insight6 discuss the movers and shakers in the CX world. Plus they talk about how every organisation can step up their CX level in 2023.By Rhian Huxtable & Richard Knight

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CX stuff that matters in 2023 20:00

2+ y ago20:00

20:00

In this episode Rhian and Richard warble about what 2023 holds for businesses when it comes to CX. They chat about AI, parcels and regulations from the Financial Conduct Authority.By Rhian Huxtable & Richard Knight

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Get your jolly pants on! 19:20

3y ago19:20

19:20

It's Christmas!! This month Rhian and Richard warble all things CX and look at how you can make the most of the festive season with great customer experiences. --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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It’s Stroptober! 18:02

3y ago18:02

18:02

This month Richard and Rhian are having a strop about CX levels...again! Don't fear though, they have some tips and hints to help your business deliver great CX! --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Great EX means great CX! 12:16

3y ago12:16

12:16

Employee experience matters. Richard and Rhian warble all about the need to focus on your employees through challenging times. --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Holiday time! CX in the summer months 12:48

3y ago12:48

12:48

This month Richard and Rhian warble about the summer and holidays' impact on cx. --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Back To Basics... Again!! 15:15

3+ y ago15:15

15:15

Rich and Rhian warble about a lack of respect for customers and the frustrations that lead to customers voting with their feet. --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Real-life CX Success with Verity Slater 16:52

3+ y ago16:52

16:52

This week we have a warble with Verity Slater, Partner at regional law firm Stephens Scown, who gives us a great insight into what great CX looks like and how that has helped them flourish as a business. --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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The Cost of Living and its Impact on CX 12:18

3+ y ago12:18

12:18

Richard and Rhian warble about the cost of living and its impact on CX --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Scary CX with The House of Frankenstein! 30:18

3+ y ago30:18

30:18

This episode we talk CX with Jon Ducker from Mary Shelley's House of Frankenstein!! --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Write to the CEO! #EnoughIsEnough 27:54

3+ y ago27:54

27:54

This month Rhian and Rich warble about the poor CX they have encountered and also highlight what great CX can do for your customers. --- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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The Professional Services Client Journey Report 2021 16:00

3+ y ago16:00

16:00

We are back and with a new format! We’ll be bringing you new episodes monthly from here on! The Professional Services Report is here!! Learn how to get your copy and hear the key facts form the research.--- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Doors Are Opening But Are You CX Ready? 14:53

4+ y ago14:53

14:53

This week we have a little warble between ourselves about the grand opening. Not the grand opening of the Casino Royale but the grand opening of the country. But are you and your business really CX ready and able to deliver the best CX possible? We give our top tips for the grand opening.--- Send in a voice message: https://anchor.fm/customer-exper…

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CX and Serious Play 36:03

4+ y ago36:03

36:03

After a small breather to allow you to enjoy the more relaxed rules, this week we catch up Sara Trainer who is an executive leadership coach for professional service teams and firms and well as a lot of work for our heros in the NHS. Find out how Sara uses a child's toy to envisage strategy and resilliance to customers.--- Send in a voice message: …

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How Can Video Impact Your CX? 22:47

4+ y ago22:47

22:47

This week we dive into something we ourselves have been doing as you tune in... video! We catch up with Dave Meadows, Creative Director at Pushed Animations, about how bringing complex issues for your teams or customers to life through video and animation can drive a positive impact to your customer experience.--- Send in a voice message: https://a…

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Impactful Guest Experience In The New Normal 32:40

4+ y ago32:40

32:40

We caught up just before the glorious Bank Holiday Weekend with Marcus Bailey, one of the owners of Blackadon Farm Cottages based in Devon, and we discuss how his business being in the IMPACT zone has guided the inception of the business and contnues to guide their guest experience.If you would like to find our more about Blackadon Farm Cottage ple…

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E-Commerce, COVID Opportunities and CX 23:11

4+ y ago23:11

23:11

This week we catch up with Lucy Knight, who is a CX expert based in Wiltshire, about opportunities coming out of lockdown and how as CX Director she is helping businesses moving out of the awareness zone into the light of the breakthrough zone.--- Send in a voice message: https://anchor.fm/customer-experience-rr/message…

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Is your business in the IMPACT zone? 18:45

4+ y ago18:45

18:45

This week we build on the readiness to welcome back your customers by discussing the breakthrough zone and the impact zone and exactly how you can harness these strategies within your business to ensure a positive first step coming out of lockdown.Click here to take a look at our Customer Readiness Tool: https://s.surveyanyplace.com/cxchecker--- S…

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Are You Customer Ready? 17:38

4+ y ago17:38

17:38

This week we catch up between ourselves and ask are you ready to come out of lockdown? How can you ensure that you are meeting your customer's expectations coming out of lockdown.Click here to take a look at our Customer Readiness Tool: https://s.surveyanyplace.com/cxchecker--- Send in a voice message: https://anchor.fm/customer-experience-rr/messa…

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CX, Certainty and Leadership 29:36

4+ y ago29:36

29:36

This week we catch up with Susannah Brade-Waring of Aspirin Solutions who is a business leadership coach and specialises in strategic change & growth programmes for owner managed business near Dorset.We discuss her views on leadership in the business and how this can affect your customers. We also look at what the potential 'boom' will be on the ba…

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The ’Rona Roadmap 16:22

4+ y ago16:22

16:22

This week we discuss the roadmap the Prime Minister set out to cautiously ease lockdown restrictions in England. The Government has published a four-step roadmap to ease restrictions across England and provide a route back to a more normal way of life so we dive into exactly what this means for you and your business.--- Send in a voice message: htt…

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Impactful Presenting and CX 27:02

4+ y ago27:02

27:02

This week we speak with Andy Taylor-Whyte who is an expert in presentation skills and presenting yourself in the right way. With working from home becoming increasingly normal how can you present yourself in the best way possible over video calls and how this can benefit you to deliver the best customer experience.--- Send in a voice message: https…

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CX - What’s Love Got To Do With It? 13:51

4+ y ago13:51

13:51

In the lead up to valentine's day we ask ourselves what has loving your customers got to do with delivery excellent CX? How underrated is showing love to your customers - especially during these difficult times.--- Send in a voice message: https://anchor.fm/customer-experience-rr/messageBy Rhian Huxtable & Richard Knight

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Healthy Habits to Deliver The Best CX 28:07

4+ y ago28:07

28:07

This week we speak with entrepreneur, business mentor & mindset coach Tom Murphy.We discuss how to get yourself in a great state of mind to deliver the best CX possible and looking after yourself so you can look after your team and customers.Find out more about Tom and his mentorship here: https://www.lifeaccordingtomurf.com/--- Send in a voice mes…

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CX, Fine Food and Why Buying Locally Matters 30:22

4+ y ago30:22

30:22

This week we speak with John Farrand of the Guild of Fine Food and we discuss why "Shopping local is not just for lockdown, it's for life!" We also look at how independent food producers and retailers have managed during the pandemic and how the GFF has been supporting the sector now and in the future.--- Send in a voice message: https://anchor.fm/…

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Delivering Great CX Through Kindness 18:09

4+ y ago18:09

18:09

Following Blue Monday, said to be the most depressing day of the year, we explore kindness. In a world where social media is key, why is there so much negativity and confrontation on the platforms? How can you, as a business, develop your client experience through kindness?--- Send in a voice message: https://anchor.fm/customer-experience-rr/messag…

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CX, Robots and Handwritten Notes 31:48

4+ y ago31:48

31:48

This week we go international and speak with David Wachs, the founder and CEO of Handwrytten, about just how powerful a piece of paper in your hand can be for building a better relationship with your clients.We also discuss David's serial entrepreneurship and his latest venture which is bringing back the lost art of letter writing and how he has ma…

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Get Positive with CX in 2021! 18:56

4+ y ago18:56

18:56

Happy New Year to everyone and it appears we have turned full circle. Almost a full year since we started our podcast we are back in another lockdown.We welcome you back to our warblings as we discuss all things positive for 2021 and help you get your CX in shape for the coming year.--- Send in a voice message: https://anchor.fm/customer-experience…

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CX, Cider & Seasons Greetin’s! 30:49

5y ago30:49

30:49

Merry Christmas to all of our listeners! We hope you have a relaxing break and that you are ready to recharge your Customer Experience for 2021.This week we give you our review of 2020 for CX and provide you with our 6 top tips for CX moving into 2021 but we also decide to review 6 ciders so why not treat yourself and join us for a drink in our fes…

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CX Warbling, Watches & Warm UX 34:18

5y ago34:18

34:18

This week we speak with Ben Stirling who is the founder of Made for Maturity and an online User Experience expert. We discuss how Ben's foresees the future of tech and how he helps businesses with their user experiences. We also discuss how the worlds of User Experience and Client Experience meet and the importance of their co-existence in your bus…

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Telephones, Tech and 29 Countries! 29:28

5y ago29:28

29:28

This week we catch up with Andy Moules of Red Rose Technology about how significant the impact of technology is on customer experience and shares his top tips on what businesses should look for when investing in new technology.We would also like to thank each and every one of you who has tuned in to our warblings. We have now reached 29 countries a…

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Motivated CX, Black Pepper and Gods! 31:24

5y ago31:24

31:24

This week we pick the brains of the Guru of Motivation, James Sale, and we discuss how the motivation of your employees can significantly impact your customer experience with your business and also... black pepper and gods! Only on the Customer Experience R&R Podcast! --- Send in a voice message: https://anchor.fm/customer-experience-rr/message…