CXO Loading... Podcast
Hear from leading CX consultants, strategists, and practitioners.
Customer Experience is the most commercially powerful function in any organisation. Companies that lead in CX grow revenue 80% faster and keep their customers loyal up to six times longer.
Yet the CXO is still the newest, least-defined, and hardest-fought seat at the top table. Deloitte's 2023 and 2024 cohorts found that around half of CX leaders were first-in-role in their company. No established codex. No clear path. No predecessor to learn from.
The point is not inspiration.
It is to give you language, insight, and evidence for the move you are trying to make.
Hosted by Lauren Miles, an experienced CX Director on exactly the same journey, this is for women in Customer Experience and Customer Success who are ready to stop wondering and start understanding how the move from Director to CXO is made.
In each episode, Lauren sits down with senior leaders shaping the future of CX. Whether they've just claimed their Chief Experience Officer seat or are still loading toward it, their insights give you the play you need to feed your own ambition.
The relationships, decisions, and turning points that create movement.
Listen Build commercial influenceHow to make the case for CX investment and lead when you do not own every decision.
Listen Keep your edgeAI and CX, measurement, high-performing teams, retention, and the habits that keep a leader learning.
ListenListen in
Start with the conversation you need.
If, like Lauren, you're on your way to CXO, use each conversation to sharpen the thinking that informs your next move. Every episode brings career moves, hard-won insight, and practical tools that help leading CX professionals keep their edge.
The podcast features conversations with industry-leading CX consultants, strategists, and practitioners. They share the career moment that changed everything, the thing they wish they had heard earlier, and the work that is helping them keep their edge.
Filter by one or more conversation topics
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S1:E01
Trust is the system
What happens when promises, processes, and daily behaviour start telling different stories — and how do you close the gap without a bigger budget?
With Lara Khouri
Executive Advisor on Organisational Trust, Human-Centred Growth & Commercial Transformation · Multi-sector organisational transformation
S1:E02
Feedback is only useful when it moves
From a CitizenM service hiccup to building CX inside a 260-year-old B2B organisation: how feedback becomes influence, not just evidence.
With Olena Rozanova
CX Lead · B2B service-led organisation
S1:E03
The accounts that go quiet
Why the most dangerous retention risk is often the customer who does not complain, escalate, or make a scene — they simply disappear.
With Abisola Fagbiye
CX Strategist, Keynote Speaker & Founder · Global customer-success scale-up
S1:E04
Delegate tasks. Don’t delegate humanity.
A practical conversation about using AI to remove the noise while protecting the judgement, culture, and better conversations that customers still need from people.
With Lorena Lovric
Director of Customer Experience · Agent-first AI transformation
Your story belongs here.
The next generation of CX leaders needs your version of what works.
Specialising in CX and Customer Success means you're building the strategies, delivering the results, making the business case, and holding together the customer moments of truth that nobody else visualises until you enable it. So, your experience deserves to travel further than the next meeting.
Whether you are a director, VP, consultant, founder, CXO, or an operator with a perspective that could make another woman's next move clearer, bring it to the conversation.
Keep your momentum
A community can make the next step feel possible.
Women in CX brings women together to nurture, support, and inspire one another, with industry-leading thinking and resources designed to equip people to progress and succeed in business and beyond.
Find people who understand the work, the rooms you are trying to influence, and the ambition that does not switch off when the day job ends.
