Customer Experience Superheroes
Presented by CX Influencer of the Year 2024, Christopher Brooks. The CX Superheroes podcast, with over 50 episodes brings you insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their strategies. Either they define best in class or are pushing the boundaries for the next generation of customer experience. From strategy to delivery, from SMEs to Enterprise customer centricity, all aspects of CX are covered and celebrated.
Customer Experience Superheroes
CX Superheroes podcast - Series 15 Episode 3 - Building a CX Culture from the inside out - Paula Brazier
What does it take to embed customer experience into the heart of a business?
In this episode of Customer Experience Superheroes, we speak with Paula Brazier Client Experience Director at Foster Denovo – a firm offering tailored financial advice and wealth management services.
Foster Denovo isn’t your typical financial services firm. With a clear belief that a great client experience must be rooted in culture, Paula has helped lead a programme that puts clients and colleagues at the centre of every decision.
In conversation with Christopher Brooks, MD of Lexden CX, You’ll hear how they’ve used internal alignment, cross-functional collaboration, and meaningful metrics to drive change. Paula explains why buy-in from leaders is essential — and how small, consistent actions can shift mindsets across the business.
We explore how regulated industries can still deliver standout customer experiences — and why emotional intelligence and trust-building remain key, even in data-heavy environments.
Paula also shares how Foster Denovo listens to both clients and employees — and uses this insight to evolve their CX strategy. It’s a practical, people-first approach that others can learn from, regardless of industry.
If you work in customer experience, culture change, or financial services, this episode is full of useful takeaways.