Customer Experience Superheroes

Author: Christopher Brooks

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. 
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Language: en-gb

Genres: Business, Management, Marketing

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CX Superheroes podcast - Series 15 Episode 4 - Meet the new role model for CX - Laura Fiacco
Episode 4
Saturday, 25 October, 2025

Ready to stop being the 'order-taker' and finally sit at the strategic table? In this episode, we journey deep into the data-driven heart of Kiwi, the online travel giant, with their CX Analytics Lead, Laura Fiacco. Forget drowning in daily survey responses - Laura’s team receives thousands and turns every single piece of feedback into cold, hard currency. We explore the tactical genius of their operation, revealing how they ditched the dusty report binder and forged a strategic partnership with their Product teams. In conversation with CX Superheroes podcast host, Christopher Brooks, MD of CX advisory and training consultancy Lexden CX, Laura breaks down the revolutionary process of aligning quarterly Voice of Customer reports directly with product roadmaps, translating sentiment into the very profitability metrics that product managers use for feature prioritization. You’ll learn how they mastered the art of letting AI handle the endless comment collation, freeing up human intelligence to focus on the high-value work: challenging assumptions, building cross-functional relationships, and dreaming up creative solutions. This isn't just about reading a dashboard; it’s about creating a product so intuitive that customers self-serve, even when navigating the complexity of a travel journey that Kiwi doesn't fully own. Whether you're a CX pro desperate to prove your value, a Product leader looking for a clean, non-disruptive way to integrate customer truth into your sprints, or an Analytics expert ready to see how AI truly augments human strategy, this episode is your blueprint for transforming customer feedback from a requirement into an indispensable competitive advantage. Tune in and discover the engine driving real customer-centric growth. If you would like to connect with Laura or Christopher, you can do so on LinkedIn, https://www.linkedin.com/in/laura-fiacco/, https://www.linkedin.com/in/christopher-brooks-cx/.