# Customer Service Gold Dust podcast

Source URL: https://www.gavinscott.me/podcast/

Explore Gavin Scott’s podcast episodes, search guests and topics, read episode notes and listen to the original audio.

Hosted by Gavin Scott
Customer Service
Gold Dust.
Gavin talks with customer experience leaders about their work, from handling complaints to leading a team.
Listen on Spotify
Browse all episodes
Amazon Music
Pocket Casts
Podcast Addict
YouTube
91 episodes, with notes and original audio.
A few places to start.
Featured episode
Episode 91
Can AI Make Customer Service More Human? with Sedrak Hovhannisyan
In this episode, Gavin is joined by Sedrak Hovhannisyan. Sedrak is an AI expert, entrepreneur and customer experience advocate from Armenia, who has built AI agents and led…
Read episode notes
Featured episode
Episode 90
Breaking Down the Silos Between CX, EX & DX with Claire Boscq and Andy Jarvis
In this episode, Gavin is joined by Claire Boscq and Andy Jarvis. Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the…
Read episode notes
Featured episode
Episode 89
Putting People First in Customer Experience with Kyle Wright
In this episode, Gavin is joined by Kyle Wright. Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA). We hear him talk about his journey…
Read episode notes
Featured episode
Episode 88
Some Top 2022 Moments of Gold Dust
This compilation has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined firstly by Gregorio Uglioni – a…
Read episode notes
Featured episode
Episode 87
Gold Dust Archive - Customer Success Strategies with Ryan Noakes
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Ryan Noakes. Ryan is a Customer Success Manager…
Read episode notes
1 of 5: Episode 91
Be a guest on Customer Service Gold Dust.
Are you a Head of Customer Service or Customer Experience? Share the work you’re doing, what you’ve learned and the ideas other leaders could use.
Talk to Gavin about being a guest
Start with a 30-minute podcast discovery call.
Explore the episodes.
Find an episode or guest
91 episodes
By year
2026
2023
2022
2021
2026
91
2026-10-07
91: Can AI Make Customer Service More Human? with Sedrak Hovhannisyan
In this episode, Gavin is joined by Sedrak Hovhannisyan. Sedrak is an AI expert, entrepreneur and customer experience advocate from Armenia, who has built AI agents and led…
90
2026-08-05
90: Breaking Down the Silos Between CX, EX & DX with Claire Boscq and Andy Jarvis
In this episode, Gavin is joined by Claire Boscq and Andy Jarvis. Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the…
89
2026-07-01
89: Putting People First in Customer Experience with Kyle Wright
In this episode, Gavin is joined by Kyle Wright. Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA). We hear him talk about his journey…
2023
88
2023-01-04
88: Some Top 2022 Moments of Gold Dust
This compilation has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined firstly by Gregorio Uglioni – a…
2022
87
2022-12-08
87: Gold Dust Archive - Customer Success Strategies with Ryan Noakes
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Ryan Noakes. Ryan is a Customer Success Manager…
86
2022-11-30
86: Gold Dust Archive - Riding the Waves with Natasha Ratanshi-Stein
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Natasha Ratanshi-Stein. Natasha is the Founder…
85
2022-11-23
85: Gold Dust Archive - Bright Ideas with Karl Sandland
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Karl Sandland. Karl is the Founder and Chief…
84
2022-11-16
84: Gold Dust Archive - Constant Improvement with Rob Moon
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon.…
83
2022-11-09
83: The Art of Listening with Alison Boyle
In this episode, Gavin is joined by Alison Boyle. Alison is an author, marketing strategist and funnel expert. We hear her talk about her initial experiences in customer…
82
2022-11-02
82: Gold Dust Archive - Think Wow with Rebecca Brown
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Rebecca Brown. Rebecca is the Founder and Lead…
81
2022-10-26
81: Gold Dust Archive - The Benefits of Mystery Shopping with Elaine Lee
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is once again joined by Elaine Lee. Elaine is the Managing…
80
2022-10-19
80: Gold Dust Archive - Conquering Mediocrity with Jamie Thorpe
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure… In this episode, Gavin is joined by Jamie Thorpe. Jamie is a CX, Research and…
79
2022-10-12
79: Gold Dust Archive - A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James Dodkins
This has been dug out of the Customer Service Gold dust archive for your listening pleasure… In this episode, Gavin is joined by James Dodkins. James is a Speaker, Author and…
78
2022-10-05
78 - Gold Dust Archive - Digital Transforming CX with Diane Magers
This has been dug out of the Customer Service Gold dust archive for your listening pleasure… In this episode, Gavin is joined by Diane Magers. Diane is the Founder and Chief…
77
2022-09-28
77: My Top Moments of Monologue Magic
In this episode, we take the opportunity to revisit some special moments from a selection of Gavin’s wonderful monologues over the first 75 episodes. Some of the topics…
76
2022-09-21
76: My Top 5 Moments of Gold Dust
In this episode, we take the opportunity to revisit 5 special moments from some incredible guests that have joined the podcast over the first 75 episodes. So join us in this…
75
2022-09-07
75: Scaling Customer Service Quickly and Effectively with Luba Chudnovets
In this episode, Gavin is joined by Luba Chudnovets. Luba Chudnovets is Co-Founder and CEO of Cordless. We hear her talk about her fascinating experience at (then) start-up…
74
2022-08-24
74: UK Customer Experience Awards 2022
This episode is dedicated to the upcoming Awards International ‘UK Customer Experience Awards 2022’ event that is taking place in October. So have a listen, and if you’re…
73
2022-08-18
73: How Efficient Package Tracking Can Help Customer Service with Irina Poddubnaia
In this episode, Gavin is joined by Irina Poddubnaia. Irina is Founder of TrackMage. We hear her talk about what made her create a more efficient packing tracking solution; the…
72
2022-08-10
72: Cyber Security vs Customer Experience with Aaron Painter
In this episode, Gavin is joined by Aaron Painter. Aaron is CEO of Nametag. We hear him talk about his initial journey into CX and why it made such a difference to his career…
71
2022-08-03
71: Are You On Purpose?
In this episode, Gavin poses an intriguing question: “Are you on purpose?” He elaborates on the difference between living a life ‘on’ purpose – as opposed to letting life…
70
2022-07-27
70: How To Rearrange Your CX Life with Claire Boscq
In this episode, Gavin is joined by Claire Boscq. Claire is a CX Expert, Keynote Speaker and the Creator of BizShui™. We hear her talk about her journey through various CX…
69
2022-07-20
69: Cruising Through Customer Service with Al Hughes
In this episode, Gavin is joined by Al Hughes. Al is a Head of Contact Centre & Contact Centre Leader. We hear him talk about why he’s so passionate about the industry and…
68
2022-07-13
68: The Importance of Giving Compliments
In this episode, Gavin talks about the magic of giving compliments. He elaborates on some interesting examples of how giving compliments can make customer service fun and fluid…
67
2022-07-06
67: Contact Center Secrets with Matt Beckwith
In this episode, Gavin is joined by Matt Beckwith. Matt is a Director of Customer Experience and ‘The Contact Center Geek’. We hear him talk about a particular habit he…
66
2022-06-29
66: Getting the Little Things Right in Customer Service
In this episode, Gavin talks about the importance of getting the little things right. He elaborates on a fascinating example of how one little thing can make all the difference…
65
2022-06-22
65: Best Ever Customer Service in the Hospitality Industry
In this episode, Gavin talks about various examples of brilliant customer service in the Hospitality Industry. He discusses how research indicates that the first 12 words of…
64
2022-06-15
64: Creating Customer D.E.L.I.G.H.T!
In this episode, Gavin talks about the various ways in which you can create “D.E.L.I.G.H.T” for your customers. He discusses the various steps behind the acronym…
63
2022-06-08
63: Developing Your Mindset
In this episode, Gavin talks about the various ways in which you can develop your mindset for success. He discusses what mindset actually means; the 4 steps of the ladder to…
62
2022-06-01
62: Telecommuting in the Customer Service Industry with Kate Brouse
In this episode, Gavin is joined by Kate Brouse. Kate is a Disability Advocate and a Strategic Partnership Manager at NTI (National Telecommuting Institute). We hear her talk…
61
2022-05-25
61: The Benefits of Mystery Shopping with Elaine Lee
In this episode, Gavin is once again joined by Elaine Lee. Elaine is the Managing Director of ReynoldsBusbyLee. We hear her talk about how mystery shopping can be beneficial in…
60
2022-05-18
60: Location-Planning with Sarah Hitchcock
In this episode, Gavin is joined by Sarah Hitchcock. Sarah is the Co-Founder and Chief Operating Officer at Geolytix. We hear her talk about the importance of open and timely…
59
2022-05-11
59: Riding the Waves with Natasha Ratanshi-Stein
In this episode, Gavin is joined by Natasha Ratanshi-Stein. Natasha is the Founder of Surfboard. We hear her describe how she came up with the idea for Surfboard and what…
58
2022-05-04
58: Rick DeLisi
In this episode, Gavin is joined by Rick DeLisi. Rick is an Author and Lead Research Analyst at Glia. We hear him describe what constitutes an “Effortless Experience”; the…
57
2022-04-27
57: Think Wow with Dan Brown
In this episode, Gavin is joined by Daniel Brown. Daniel is the Co-Founder and Commercial Director at Think Wow. We hear him discuss the positive aspects of being nominated and…
56
2022-04-20
56: Creating VIP Customer Experience with Carolene Méli
In this episode, Gavin is joined by Carolene Méli. Carolene is an Experience Strategist/Advisor and was also the Head of VIP Experiences at Cirque du Soleil Entertainment…
55
2022-04-13
55: Reconnecting The Customer Experience with Mads Fosselius
In this episode, Gavin is joined by Mads Fosselius. Mads is the CEO & Co-Founder of Dixa. We hear him talk about what he considers to be the key elements of CX in today’s day…
54
2022-04-06
54: Accelerating Your CX Journey with Nate Brown
In this episode, Gavin is joined by Nate Brown. Nate is the Senior Director of CX at Arise and Co-Founder of CX Accelerator. We hear him describe the origins of his accidental…
53
2022-03-30
53: Digitally Transforming CX with Diane Magers
In this episode, Gavin is joined by Diane Magers. Diane is the Founder and Chief Experience Officer at Experience Catalysts. We hear her describe her journey from clinical…
52
2022-03-23
52: Three Key Things That Will Drive Improvement Onward and Upwards with Jimmy Hosang
In this episode, Gavin is once again joined by Jimmy Hosang. Jimmy is the CEO of TMAC – The Modular Analytics Company. We hear him discuss how scripts are making a return – in…
51
2022-03-16
51: Predictive Analysis with Hrushi Kulkarni
In this episode, Gavin is joined by Hrushi Kulkarni. Hrushi is a Certified CX Practitioner, Storyteller, Speaker, and Trainer. We hear him discuss how predictive analysis is…
50
2022-03-09
50: Overnight "Celebrity Service" with Geoff Ramm
In this episode, Gavin is joined by Geoff Ramm. Geoff is a Customer Service and CX Expert, Speaker, Author and Coach. We hear him discuss why over 400 of his own customer…
49
2022-03-02
49: Think Wow with Rebecca Brown
In this episode, Gavin is joined by Rebecca Brown. Rebecca is the Founder and Lead Consultant at Think Wow. We hear her discuss the journey of starting up a new CX business in…
48
2022-02-23
48: A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James Dodkins
In this episode, Gavin is joined by James Dodkins. James is a Speaker, Author and Customer Experience Rock Star. We hear him discuss his journey from the award-winning…
47
2022-02-17
47: Bright Ideas with Karl Sandland
In this episode, Gavin is joined by Karl Sandland. Karl is the Founder and Chief Experience Officer at BrightCX LTD. We hear him discuss the importance of companies…
46
2022-02-09
46: Service Operations with Alec Dalton
In this episode, Gavin is joined by Alec Dalton. Alec is a Service Operations Advisor and Best-Selling Author. We hear him discuss the importance of understanding why some…
45
2022-02-02
45: Life's Too Short, Do What You Love For A Living!
In this episode, Gavin talks about love, actually. When you love your job, it permeates through every action and leaves a positive, long-lasting impression on the customer. So…
44
2022-01-26
44: Think Simple Win Big with Doug Bennett
In this episode, Gavin is joined by Doug Bennett. Doug is a Financial Planner, Speaker, Author of “Think Simple Win Big” and the Podcast Host of “Goals Do Come True”. We hear…
43
2022-01-19
43: Customer Success Strategies with Ryan Noakes
In this episode, Gavin is joined by Ryan Noakes. Ryan is the Customer Success Manager for EMEA and the US at SAI360. He is included in the #CSones2watch 2022 report by Customer…
42
2022-01-12
42: How To Show Genuine Interest In Your Customers with Graeme Forbes
In this episode, Gavin is joined by Graeme Forbes. Graeme is the Founder of Lightbulb Performance Coaching and has been involved in Customer Service throughout multiple…
41
2022-01-05
41: Achieving Your Goals in 2022
In this first episode of 2022, Gavin shares a wonderful exercise to help you focus on achieving your most important goals on a regular basis. It revolves around discovering…
2021
40
2021-12-29
40: Importance Of Understanding Why Do Customers Complain with Jonathan Mantle
In this episode, Gavin is joined by Jonathan Mantle. Jonathan is the Founding Director of Complaints EQ, and is an expert Consultant in Complaints. We hear him discuss the…
39
2021-12-23
39: Conquering Mediocrity with Jamie Thorpe
In this episode, Gavin is joined by Jamie Thorpe. Jamie is CX, Research and Engagement Professional and is the Head of Experience Management at Ipsos MORI CX. We hear him…
38
2021-12-15
38: An Exercise in Making things Memorable
In this episode, Gavin shares an incredible exercise to help memorise intentions. It revolves around 550 words about the life and times of Muhammad Ali and how the technique…
37
2021-12-08
37: 5 Tips On How To Create Better Connections With Your Customer
In this episode, Gavin shares his 5 tips on how to create better connections with your customer. ——
36
2021-12-01
36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio Uglioni
In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni. Gregorio is a Digital & Business Transformation Specialist and also the host of the CX…
35
2021-11-24
35: How to Improve Customer Satisfaction Using The Service Triangle Approach with Rob Moon
In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon. Rob has years of experience training and is the Director of Rob Moon Training. We hear him…
34
2021-11-17
34: Why Effective Listening Is A Crucial Skill Not Only In Work But In Life
In this episode, Gavin highlights the importance of effective listening. There are many forms of listening and it’s important to understand the different levels to which it can…
33
2021-11-10
33: Zero Party Data with Joanna Carr
In this episode, Gavin is joined by CX Strategic Advisor, Joanna Carr. Joanna has years of experience within CX and is also a Founding Member of the European Customer…
32
2021-11-03
32: Providing A World Class Warm Welcome
In this episode, Gavin highlights the importance of providing a world-class warm welcome. There is much to learn from man’s best friend, in particular the way in which they…
31
2021-10-27
31: How Mystery Shoppers Can Help Your Business Thrive with Tony Morris
In this episode, Gavin is joined by Business Speaker, Sales Trainer and Author, Tony Morris. Tony has trained over 35,000 people through his company Tony Morris International,…
30
2021-10-20
30: The Truth About Right First Time!
In this episode, Gavin discusses a recent experience he had which reinforced the importance of getting it right the first time. Having recently moved house, the weekly grocery…
29
2021-10-13
29: How Loyalty Actually Increases When Customers Invest More Into The CX Relationship with Hege Marie Brown
In this episode, Gavin is joined by the Relational Experience Expert, Hege Marie Brown. Hege helps organisations understand the difference that Relational Experience (RX) can…
28
2021-10-06
28: Why Customer Service May Even Outrank Marketing In Certain Key Metrics with Jonty Pearce
In this episode, Gavin is joined by the Director of the Call Centre Helper Magazine, Jonty Pearce. Jonty helps organisations understand what Customer Experience best practice…
27
2021-09-29
27: Customer Service Mindsets For Success
In this episode, Gavin focuses on customer service mindsets for success. 80% of success is down to mindset – only 20% is down to skill. Often it comes down to having a…
26
2021-09-22
26: How to Get Customers to Come Back Again and Again with Shep Hyken
In this episode, Gavin is joined by Customer Experience Leader, Shep Hyken. Shep is a renowned Customer Experience and Service Expert, Keynote Speaker and Best-Selling Author.…
25
2021-09-15
25: Understanding Customer Experience and Why It Should Be Kept Simple with Merete Medle
In this episode, Gavin is joined by Customer Experience Leader, Merete Medle . Merete is the Customer Experience Director of Foodback and has vast experience within the field.…
24
2021-09-09
24: Demonstrating Curiosity
In this episode, Gavin talks about the importance of demonstrating curiosity. As youngsters, we asked questions all the time but that curiosity often subsides for one reason or…
23
2021-09-01
23: How Customer Experience Can Lead To The Sustained Growth Of Your Business Chloe Woolger
In this episode, Gavin is joined by CX Commercial Director, Chloe Woolger. Chloe helps organisations understand what Customer Experience best practice should look like through…
22
2021-08-25
22: How To Deliver An Effortless And Memorable Service To All Your Customers with Jacqui Turner
In this episode, Gavin is joined by the Customer Service ‘Dancing Queen’, Jacqui Turner. Jacqui is a specialist in Customer Service and Team Leader Training. We hear her talk…
21
2021-07-28
21: How Putting Customers First Can Help Improve Your Bottom Line with Nicholas Zeisler
In this episode, Gavin is joined by Fractional Chief Customer Office and CX Strategist, Nicholas Zeisler. Nicholas is extremely passionate about convincing organisations to…
20
2021-07-21
20: The 8 Key Traits Of an Effective Customer Experience Leader
In this episode, Gavin is joined by Global Customer Experience Specialist, Christopher Brooks. Christopher is the MD of Clientship CX. We hear him talk about the 8 traits which…
19
2021-07-16
19: How To Create An Emotional Connection In Todays World
In this episode, Gavin takes another deep dive into some of the topics discussed by recent guests, including how to go about creating an emotional connection with our…
18
2021-07-07
18: Language - The Importance of Making A conversation Feel Easy
In this episode, Gavin takes a deeper dive into some of the topics discussed by recent guests, including the importance of language. Making the conversation feel easy is…
17
2021-06-30
17: How a Great Customer Experience Can Grow Your Bottom Line with Rick Denton
In this episode, Gavin is joined by the Managing Principal of EX4CX, Rick Denton. Rick helps Customer Experience executives create impactful ROI through their VOC and CX…
16
2021-06-23
16: Top Tips On How to Better Understand The Customer Experience with Jeff Sheehan
In this episode, Gavin is joined by Customer Experience Advisor, Jeff Sheehan. We hear Jeff talk about his various experiences with Customer Experience; how the multiple…
15
2021-06-16
15: Find Out What Is The Most Effective Way to Boost Contact Center Efficiency
In this episode, Gavin is joined by Contact Centre Consultant, Nerys Corfield. We hear her talk about her various experiences with Customer Service; how senior management…
14
2021-06-09
14: How Important Is Customer Experience To Success In Business with Jonathan Daniels
In this episode, Gavin is joined by Customer Experience Specialist and fellow author, Jonathan Daniels. We hear him talk about how he identified a lack of Customer Experience…
13
2021-06-02
13: Why Human Connection in a Post-Pandemic World Will Only Rise in Importance with Garry Gormley
In this episode, Gavin is joined by Contact Centre Specialist, Garry Gormley. We hear him talk about how his first job at McDonald’s gave him some excellent “takeaways”; how…
12
2021-05-26
12: How the Appropriate Technology can Play a Vital Role in Customer Service with Justin Robbins
In this episode, Gavin is joined by Customer Experience Researcher, Justin Robbins. We hear him talk about how the appropriate technology can play a vital role in customer…
11
2021-05-19
11: Compassion in a time of COVID-19: Building lasting customer relationships by active listening - Interview with Sarah Sargent
In this episode, Gavin is joined by Customer Experience Director, Sarah Sargent. We hear her talk about how the pandemic has brought more empathy when servicing the more…
10
2021-05-13
10: How to Elevate your Brand and Attract New Customers using Customer Journey Mapping with Jim Tincher
In this episode, Gavin is joined by Jim Tincher, the Founder, CEO and Journey Mapper-In-Chief of Heart of the Customer. We hear him talk about how Journey Mapping is going to…
09
2021-05-05
09: An Innovative Approach to Customer Service Can Build Unbreakable Bonds with Customers – Interview with Richard Christie
In this episode, Gavin is joined by Richard Christie, the Head of Customer Success at The Skills Network. We hear him talk about how customer service has played an increasingly…
08
2021-04-28
08: Taking Analytics and Data Science Back to Basics with Jimmy Hosang
In this episode, Gavin is joined by Jimmy Hosang, the CEO at TMAC – The Modular Analytics Company. We hear him expand upon the role of Artificial Intelligence within customer…
07
2021-04-21
07: Bringing The Voice of your Customers into your Boardroom and Working Practices with Elaine Lee
In this episode, Gavin is joined by Elaine Lee, the co-founder of ReynoldsBusbyLee. Elaine gives a vital link from the customer directly into the boardroom. Often, honest…
06
2021-04-14
06: Inner Workings of an Award Winning Customer Relationship Manager with Carol Burgess
In this episode, Gavin is joined by Carol Burgess, the Head of Service Management at Alphabet GB. Carol gives a fascinating glimpse into the inner workings of a leading…
05
2021-04-07
05. How To Nurture A Company Culture with Gerry Davies
In this episode, Gavin is joined by Gerry Davies. Together, they give some incredible insight into the recent history of customer service; the most transformative technologies;…
04
2021-03-31
04. Taking Customer Service from Good to Great with Bryan Horn
In this episode, Gavin is joined by Bryan Horn, the founder of CX Solutions. Bryan gives a fascinating insight to how his experience with homelessness helped shape an entire…
03
2021-03-31
03. Remaining on Top of Customer Service Post-Pandemic with Francesca Rea
In this episode, Gavin is joined by Francesca Rea, the hugely experienced operational leader throughout many companies – and currently Director of Customer Service and Service…
02
2021-03-31
02. Insights Into Virtual Customer Service with Kayle Rattigan
In this episode, I’m joined by Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming. We talk about Kayle’s introduction to customer service, starting in a hair…
01
2021-03-29
01. Welcome to the Customer Service Podcast
Welcome to the Customer Service Gold Dust Podcast. UK’s only podcast where real Customer Experience professionals share their journey, insights, challenges, and current focus…
No episodes found.
Try a guest’s name or a broader topic.

## Links

- [Listen on Spotify](https://open.spotify.com/show/02T0Yrqpg7JDXytimbVjmR)
- [Browse all episodes](#explore-episodes)
- [Amazon Music](https://music.amazon.com/podcasts/d510f186-608b-44bd-ae7d-e725fb52503e/Customer-Service-Gold-Dust-Podcast)
- [Pocket Casts](https://pca.st/fq4rh5zu)
- [Podcast Addict](https://podcastaddict.com/podcast/3245096)
- [YouTube](https://www.youtube.com/channel/UC18dd7ve_hmmWBvieD4bzMQ/featured)
- [Read episode notes](https://www.gavinscott.me/podcast/91-can-ai-make-customer-service-more-human-with-sedrak-hovhannisyan/)
- [Read episode notes](https://www.gavinscott.me/podcast/90-breaking-down-the-silos-between-cx-ex-dx-with-claire-boscq-and-andy-jarvis/)
- [Read episode notes](https://www.gavinscott.me/podcast/89-putting-people-first-in-customer-experience-with-kyle-wright/)
- [Read episode notes](https://www.gavinscott.me/podcast/88-some-top-2022-moments-of-gold-dust/)
- [Read episode notes](https://www.gavinscott.me/podcast/87-gold-dust-archive-customer-success-strategies-with-ryan-noakes/)
- [Talk to Gavin about being a guest](https://calendly.com/gavinscott/gavin-scott-discovery-call)
- [2026](#year-2026)
- [2023](#year-2023)
- [2022](#year-2022)
- [2021](#year-2021)
- [91: Can AI Make Customer Service More Human? with Sedrak Hovhannisyan](https://www.gavinscott.me/podcast/91-can-ai-make-customer-service-more-human-with-sedrak-hovhannisyan/)
- [90: Breaking Down the Silos Between CX, EX & DX with Claire Boscq and Andy Jarvis](https://www.gavinscott.me/podcast/90-breaking-down-the-silos-between-cx-ex-dx-with-claire-boscq-and-andy-jarvis/)
- [89: Putting People First in Customer Experience with Kyle Wright](https://www.gavinscott.me/podcast/89-putting-people-first-in-customer-experience-with-kyle-wright/)
- [88: Some Top 2022 Moments of Gold Dust](https://www.gavinscott.me/podcast/88-some-top-2022-moments-of-gold-dust/)
- [87: Gold Dust Archive - Customer Success Strategies with Ryan Noakes](https://www.gavinscott.me/podcast/87-gold-dust-archive-customer-success-strategies-with-ryan-noakes/)
- [86: Gold Dust Archive - Riding the Waves with Natasha Ratanshi-Stein](https://www.gavinscott.me/podcast/86-gold-dust-archive-riding-the-waves-with-natasha-ratanshi-stein/)
- [85: Gold Dust Archive - Bright Ideas with Karl Sandland](https://www.gavinscott.me/podcast/85-gold-dust-archive-bright-ideas-with-karl-sandland/)
- [84: Gold Dust Archive - Constant Improvement with Rob Moon](https://www.gavinscott.me/podcast/84-gold-dust-archive-constant-improvement-with-rob-moon/)
- [83: The Art of Listening with Alison Boyle](https://www.gavinscott.me/podcast/83-the-art-of-listening-with-alison-boyle/)
- [82: Gold Dust Archive - Think Wow with Rebecca Brown](https://www.gavinscott.me/podcast/82-gold-dust-archive-think-wow-with-rebecca-brown/)
- [81: Gold Dust Archive - The Benefits of Mystery Shopping with Elaine Lee](https://www.gavinscott.me/podcast/81-gold-dust-archive-the-benefits-of-mystery-shopping-with-elaine-lee/)
- [80: Gold Dust Archive - Conquering Mediocrity with Jamie Thorpe](https://www.gavinscott.me/podcast/80-gold-dust-archive-conquering-mediocrity-with-jamie-thorpe/)
- [79: Gold Dust Archive - A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James Dodkins](https://www.gavinscott.me/podcast/79-gold-dust-archive-a-rockstars-guide-to-building-a-long-lasting-customer-experience-success-with-james-dodkins/)
- [78 - Gold Dust Archive - Digital Transforming CX with Diane Magers](https://www.gavinscott.me/podcast/78-gold-dust-archive-digital-transforming-cx-with-diane-magers/)
- [77: My Top Moments of Monologue Magic](https://www.gavinscott.me/podcast/77-my-top-moments-of-monologue-magic/)
- [76: My Top 5 Moments of Gold Dust](https://www.gavinscott.me/podcast/76-my-top-5-moments-of-gold-dust/)
- [75: Scaling Customer Service Quickly and Effectively with Luba Chudnovets](https://www.gavinscott.me/podcast/75-scaling-customer-service-quickly-and-effectively-with-luba-chudnovets/)
- [74: UK Customer Experience Awards 2022](https://www.gavinscott.me/podcast/74-uk-customer-experience-awards-2022/)
- [73: How Efficient Package Tracking Can Help Customer Service with Irina Poddubnaia](https://www.gavinscott.me/podcast/73-how-efficient-package-tracking-can-help-customer-service-with-irina-poddubnaia/)
- [72: Cyber Security vs Customer Experience with Aaron Painter](https://www.gavinscott.me/podcast/72-cyber-security-vs-customer-experience-with-aaron-painter/)
- [71: Are You On Purpose?](https://www.gavinscott.me/podcast/71-are-you-on-purpose/)
- [70: How To Rearrange Your CX Life with Claire Boscq](https://www.gavinscott.me/podcast/70-how-to-rearrange-your-cx-life-with-claire-boscq/)
- [69: Cruising Through Customer Service with Al Hughes](https://www.gavinscott.me/podcast/69-cruising-through-customer-service-with-al-hughes/)
- [68: The Importance of Giving Compliments](https://www.gavinscott.me/podcast/68-the-importance-of-giving-compliments/)
- [67: Contact Center Secrets with Matt Beckwith](https://www.gavinscott.me/podcast/67-contact-center-secrets-with-matt-beckwith/)
- [66: Getting the Little Things Right in Customer Service](https://www.gavinscott.me/podcast/66-getting-the-little-things-right-in-customer-service/)
- [65: Best Ever Customer Service in the Hospitality Industry](https://www.gavinscott.me/podcast/65-best-ever-customer-service-in-the-hospitality-industry/)
- [64: Creating Customer D.E.L.I.G.H.T!](https://www.gavinscott.me/podcast/64-creating-customer-d-e-l-i-g-h-t/)
- [63: Developing Your Mindset](https://www.gavinscott.me/podcast/63-developing-your-mindset/)
- [62: Telecommuting in the Customer Service Industry with Kate Brouse](https://www.gavinscott.me/podcast/62-telecommuting-in-the-customer-service-industry-with-kate-brouse/)
- [61: The Benefits of Mystery Shopping with Elaine Lee](https://www.gavinscott.me/podcast/61-the-benefits-of-mystery-shopping-with-elaine-lee/)
- [60: Location-Planning with Sarah Hitchcock](https://www.gavinscott.me/podcast/60-location-planning-with-sarah-hitchcock/)
- [59: Riding the Waves with Natasha Ratanshi-Stein](https://www.gavinscott.me/podcast/59-riding-the-waves-with-natasha-ratanshi-stein/)
- [58: Rick DeLisi](https://www.gavinscott.me/podcast/58-rick-delisi/)
- [57: Think Wow with Dan Brown](https://www.gavinscott.me/podcast/57-think-wow-with-dan-brown/)
- [56: Creating VIP Customer Experience with Carolene Méli](https://www.gavinscott.me/podcast/56-creating-vip-customer-experience-with-carolene-meli/)
- [55: Reconnecting The Customer Experience with Mads Fosselius](https://www.gavinscott.me/podcast/55-reconnecting-the-customer-experience-with-mads-fosselius/)
- [54: Accelerating Your CX Journey with Nate Brown](https://www.gavinscott.me/podcast/54-accelerating-your-cx-journey-with-nate-brown/)
- [53: Digitally Transforming CX with Diane Magers](https://www.gavinscott.me/podcast/53-digitally-transforming-cx-with-diane-magers/)
- [52: Three Key Things That Will Drive Improvement Onward and Upwards with Jimmy Hosang](https://www.gavinscott.me/podcast/52-three-key-things-that-will-drive-improvement-onward-and-upwards-with-jimmy-hosang/)
- [51: Predictive Analysis with Hrushi Kulkarni](https://www.gavinscott.me/podcast/51-predictive-analysis-with-hrushi-kulkarni/)
- [50: Overnight "Celebrity Service" with Geoff Ramm](https://www.gavinscott.me/podcast/50-overnight-celebrity-service-with-geoff-ramm/)
- [49: Think Wow with Rebecca Brown](https://www.gavinscott.me/podcast/49-think-wow-with-rebecca-brown/)
- [48: A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James Dodkins](https://www.gavinscott.me/podcast/48-a-rockstars-guide-to-building-a-long-lasting-customer-experience-success-with-james-dodkins/)
- [47: Bright Ideas with Karl Sandland](https://www.gavinscott.me/podcast/47-bright-ideas-with-karl-sandland/)
- [46: Service Operations with Alec Dalton](https://www.gavinscott.me/podcast/46-service-operations-with-%ef%bb%bfalec-dalton/)
- [45: Life's Too Short, Do What You Love For A Living!](https://www.gavinscott.me/podcast/45-lifes-too-short-do-what-you-love-for-a-living/)
- [44: Think Simple Win Big with Doug Bennett](https://www.gavinscott.me/podcast/44-think-simple-win-big-with-doug-bennett/)
- [43: Customer Success Strategies with Ryan Noakes](https://www.gavinscott.me/podcast/43-customer-success-strategies-with-ryan-noakes/)
- [42: How To Show Genuine Interest In Your Customers with Graeme Forbes](https://www.gavinscott.me/podcast/42-how-to-show-genuine-interest-in-your-customers-with-graeme-forbes/)
- [41: Achieving Your Goals in 2022](https://www.gavinscott.me/podcast/41-achieving-your-goals-in-2022/)
- [40: Importance Of Understanding Why Do Customers Complain with Jonathan Mantle](https://www.gavinscott.me/podcast/40-%ef%bb%bf%ef%bb%bfimportance-of-understanding-why-do-customers-complain-with-jonathan-mantle/)
- [39: Conquering Mediocrity with Jamie Thorpe](https://www.gavinscott.me/podcast/39-conquering-mediocrity-with-jamie-thorpe/)
- [38: An Exercise in Making things Memorable](https://www.gavinscott.me/podcast/38-an-exercise-in-making-things-memorable/)
- [37: 5 Tips On How To Create Better Connections With Your Customer](https://www.gavinscott.me/podcast/37-5-tips-on-how-to-create-better-connections-with-your-customer/)
- [36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio Uglioni](https://www.gavinscott.me/podcast/36-what-football-teaches-us-about-achieving-successful-customer-experience-%ef%bb%bfwith-gregorio-uglioni/)
- [35: How to Improve Customer Satisfaction Using The Service Triangle Approach with Rob Moon](https://www.gavinscott.me/podcast/35-how-to-improve-customer-satisfaction-using-the-service-triangle-approach-with-rob-moon/)
- [34: Why Effective Listening Is A Crucial Skill Not Only In Work But In Life](https://www.gavinscott.me/podcast/34-%ef%bb%bf%ef%bb%bfwhy-effective-listening-is-a-crucial-skill-not-only-in-work-but-in-life/)
- [33: Zero Party Data with Joanna Carr](https://www.gavinscott.me/podcast/33-zero-party-data-with-joanna-carr/)
- [32: Providing A World Class Warm Welcome](https://www.gavinscott.me/podcast/32-providing-a-world-class-warm-welcome/)
- [31: How Mystery Shoppers Can Help Your Business Thrive with Tony Morris](https://www.gavinscott.me/podcast/31-how-mystery-shoppers-can-help-your-business-thrive-with-tony-morris/)
- [30: The Truth About Right First Time!](https://www.gavinscott.me/podcast/30-the-truth-about-right-first-time/)
- [29: How Loyalty Actually Increases When Customers Invest More Into The CX Relationship with Hege Marie Brown](https://www.gavinscott.me/podcast/29-how-loyalty-actually-increases-when-customers-invest-more-into-the-cx-relationship-with-hege-brown/)
- [28: Why Customer Service May Even Outrank Marketing In Certain Key Metrics with Jonty Pearce](https://www.gavinscott.me/podcast/28-why-customer-service-may-even-outrank-marketing-in-certain-key-metrics-with-jonty-pearce/)
- [27: Customer Service Mindsets For Success](https://www.gavinscott.me/podcast/27-customer-service-mindsets-for-success/)
- [26: How to Get Customers to Come Back Again and Again with Shep Hyken](https://www.gavinscott.me/podcast/ep-26-how-to-get-customers-to-come-back-again-and-again-with-shep-hyken/)
- [25: Understanding Customer Experience and Why It Should Be Kept Simple with Merete Medle](https://www.gavinscott.me/podcast/ep-25-%ef%bb%bfunderstanding-customer-experience-and-why-it-should-be-kept-simple-with-%ef%bb%bfmerete-medle/)
- [24: Demonstrating Curiosity](https://www.gavinscott.me/podcast/ep-24-demonstrating-curiosity/)
- [23: How Customer Experience Can Lead To The Sustained Growth Of Your Business Chloe Woolger](https://www.gavinscott.me/podcast/ep-23-how-customer-experience-can-lead-to-the-sustained-growth-of-your-business-chloe-woolger/)
- [22: How To Deliver An Effortless And Memorable Service To All Your Customers with Jacqui Turner](https://www.gavinscott.me/podcast/ep-22-how-to-deliver-an-effortless-and-memorable-service-to-all-your-customers-with-jacqui-turner/)
- [21: How Putting Customers First Can Help Improve Your Bottom Line with Nicholas Zeisler](https://www.gavinscott.me/podcast/21-how-putting-customers-first-can-help-improve-your-bottom-line-with-nicholas-zeisler/)
- [20: The 8 Key Traits Of an Effective Customer Experience Leader](https://www.gavinscott.me/podcast/20-the-8-key-traits-of-an-effective-customer-experience-leader/)
- [19: How To Create An Emotional Connection In Todays World](https://www.gavinscott.me/podcast/19-how-to-create-an-emotional-connection-in-todays-world/)
- [18: Language - The Importance of Making A conversation Feel Easy](https://www.gavinscott.me/podcast/18-language-the-importance-of-making-a-conversation-feel-easy/)
- [17: How a Great Customer Experience Can Grow Your Bottom Line with Rick Denton](https://www.gavinscott.me/podcast/17-how-a-great-customer-experience-can-grow-your-bottom-line-with-rick-denton/)
- [16: Top Tips On How to Better Understand The Customer Experience with Jeff Sheehan](https://www.gavinscott.me/podcast/16-top-tips-on-how-to-better-understand-the-customer-experience-with-jeff-sheehan/)
- [15: Find Out What Is The Most Effective Way to Boost Contact Center Efficiency](https://www.gavinscott.me/podcast/15-find-out-what-is-the-most-effective-way-to-boost-contact-center-efficiency/)
- [14: How Important Is Customer Experience To Success In Business with Jonathan Daniels](https://www.gavinscott.me/podcast/14-how-important-is-customer-experience-to-success-in-business-with-jonathan-daniels/)
- [13: Why Human Connection in a Post-Pandemic World Will Only Rise in Importance with Garry Gormley](https://www.gavinscott.me/podcast/13-interview-with-garry-gormley/)
- [12: How the Appropriate Technology can Play a Vital Role in Customer Service with Justin Robbins](https://www.gavinscott.me/podcast/12-how-the-appropriate-technology-can-play-a-vital-role-in-customer-service-with-justin-robbins/)
- [11: Compassion in a time of COVID-19: Building lasting customer relationships by active listening - Interview with Sarah Sargent](https://www.gavinscott.me/podcast/11-interview-with-sarah-sargent/)
- [10: How to Elevate your Brand and Attract New Customers using Customer Journey Mapping with Jim Tincher](https://www.gavinscott.me/podcast/10-how-to-elevate-your-brand-and-attract-new-customers-using-customer-journey-mapping-with-jim-tincher/)
- [09: An Innovative Approach to Customer Service Can Build Unbreakable Bonds with Customers – Interview with Richard Christie](https://www.gavinscott.me/podcast/09-an-innovative-approach-to-customer-service-can-build-unbreakable-bonds-with-customers-interview-with-richard-christie/)
- [08: Taking Analytics and Data Science Back to Basics with Jimmy Hosang](https://www.gavinscott.me/podcast/08-taking-analytics-and-data-science-back-to-basics-with-jimmy-hosang/)
- [07: Bringing The Voice of your Customers into your Boardroom and Working Practices with Elaine Lee](https://www.gavinscott.me/podcast/07-bringing-the-voice-of-your-customers-into-your-boardroom-and-working-practices-with-elaine-lee/)
- [06: Inner Workings of an Award Winning Customer Relationship Manager with Carol Burgess](https://www.gavinscott.me/podcast/06-inner-workings-of-an-award-winning-customer-relationship-manager-with-carol-burgess/)
- [05. How To Nurture A Company Culture with Gerry Davies](https://www.gavinscott.me/podcast/05-how-to-nurture-a-company-culture-with-gerry-davies/)
- [04. Taking Customer Service from Good to Great with Bryan Horn](https://www.gavinscott.me/podcast/04-taking-customer-service-from-good-to-great-with-bryan-horn/)
- [03. Remaining on Top of Customer Service Post-Pandemic with Francesca Rea](https://www.gavinscott.me/podcast/03-remaining-on-top-of-customer-service-post-pandemic-with-francesca-rea/)
- [02. Insights Into Virtual Customer Service with Kayle Rattigan](https://www.gavinscott.me/podcast/insights-into-virtual-customer-service-with-kayle-rattigan/)
- [01. Welcome to the Customer Service Podcast](https://www.gavinscott.me/podcast/01-welcome-to-the-customer-service-podcast/)