CXO Loading...
CXO Loading... is a career-focused podcast aimed at women in Customer Experience (CX) and Customer Success who want to move from senior CX leadership into the C-suite. Hosted by Lauren Miles, an experienced CX Director on that same journey, each episode explores what it actually takes to go from Director to Chief Experience Officer. Episodes feature conversations with leading CX leaders, consultants, strategists and practitioners about the career moments that changed everything and the lessons they wish they had learned earlier. The insights feed into an ongoing body of knowledge called The CXO Codex, covering topics like AI in CX and meaningful measurement.
Episodes
Delegate tasks. Don't delegate humanity.
AI can move work faster. It cannot decide what good work should still feel like for customers and the people serving them.In this episode of CXO Loading..., Lauren Miles speaks with Lorena Lovrić, Director of Customer Experience at Aterian, about building AI around people rather than asking people to fit around the technology.Lorena started on the front line and has worked through every level of C
The accounts that go quiet
In this episode of CXO Loading..., Lauren Miles speaks with Abisola Fagbiye, CX strategist, keynote speaker, founder, and artist, about the customer risk that rarely announces itself: Quiet Churn.Abisola’s route into CX has taken her from construction and real estate to trade, technology, and customer strategy. That breadth, combined with the way she sees the world as an artist, gives her a distin
Feedback is only useful when it moves
What happens when customer feedback stops being a report and starts changing the decisions a business makes?In this episode of CXO Loading..., Lauren Miles speaks with Olena Rozanova, CX Lead at Lloyd’s Register, about building customer experience inside a B2B organisation with more than 260 years of history.Olena’s route into CX began with an unexpected service moment at a CitizenM hotel. That ex
Trust is the System
What happens when you listen closely enough to realise that a two-column Word document could solve the problem? For Lara Khouri, it helped bring customer churn down to zero.In the first episode of CXO Loading..., Lauren Miles speaks with executive advisor Lara Khouri about trust, transformation, silos, and the uncomfortable truth that CX does not always need more technology, a bigger team, or a bi
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