VoC from Industry leaders
We chat to global experts about how to use customer feedback to improve your business.

Darren Wake and Alicia Crowther unpack transformation when customer insight leads—turning feedback into direction, action, and results.

Darren Wake and Alicia Crowther discuss how space to think fuels creativity and innovation, and why it matters for business success.

Darren Wake is again joined by Alicia Crowther, founder of Three Digital Consulting, to explore how CX and VoC teams can prove their value.

Ben Bax shares how to turn CX from a cost centre into a growth driver, with tips on ROI, business alignment, and operational improvements.

Darren and Ben Bax discuss how stories, language, and culture make CX real for frontline teams, bridging strategy with daily customer interactions.

Ben Bax explains what’s holding CX back in the utility sector and what companies can do to move forward.

Katie Stabler joins Darren Wake to explore why CX culture, metrics and momentum matter now more than ever – and how leaders can make change stick.

Why culture and engagement are the missing links in customer experience.

How culture drives — or breaks — customer experience.

Darren Wake and Ian Golding debate if NPS should lead CX measurement, exploring its role in modern strategies and common misconceptions.

Darren Wake and Ian Golding discuss if surveys alone reveal customer truth, highlighting the need for multiple feedback sources in CX.

Darren Wake and Ian Golding debate whether tying targets and bonuses to VoC scores truly drives CX improvement… Or creates unintended risks.

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that CX managers should ask colleagues how satisfied they think customers are.

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that a journey map created a year ago remains valid and doesn’t need to be revisited.

Darren Wake and Ian Golding explore why CX pros can’t ignore employee experience, discussing ownership, empowerment, and the rise of experience management.

Darren Wake debates Ian Golding on why CX leaders must act on individual feedback, not just overall trends, to drive real impact

Darren Wake challenges Ian Golding with a common belief — that without exec-level support, CX professionals can't make change happen. Ian explores why leadership buy in really matters and how to influence the top table with facts and impact.

Ian Golding and Darren Wake explore how AI is already transforming VoC — and what most teams are still getting wrong.