In this episode David Cox talks to Gareth Abel, a seasoned CMO with a global background in marketing.

Gareth discusses his approach to leveraging marketing for sustainable profit growth, particularly in the technology,telecom, consumer electronics, and digital services sectors.

He introduces his playbook, which involves creating a segment map to identify profitable opportunities, defining clear strategies for targeting and positioning, and focusing on both immediate execution and long-term brand building.

Gareth emphasizes the importance of aligning marketing with customer experience to create a cohesive strategy that driveslong-term business success.

The conversation concludes with a practical example of Etihad Airways, illustrating how a strategic approach in both marketing and customer experience led to consistent, long-term success.

In this episode host David Cox talks to Roberto Rittes, the CEO of Nextel Brazil, about his remarkable customer-led transformation of the company.

Roberto describes the challenges Nextel faced, such as financial distress, outdated technology, and high customer churn, and how they overcame them by focusing on customerexperience.

The conversation highlights the importance of reducing friction in customer journeys, employee engagement, and using data-driven methods to improve customer satisfaction.

Roberto shares the results of this transformation, including significant reductions in churn, cost savings, and improved EBITDA, while emphasizing the need for strong leadershipand a clear vision for customer-centric strategies.

In this episode of "The Joy of CX," David Cox explores what true customer-centric success looks like, sharing the real-life turnaround story of Nextel Brazil. Discover how focusing on customer experience transformed a struggling business into the fastest-growing telecom operator in Brazil—without massive marketing spend.

David breaks down the key enablers of success, from leadership commitment and step-by-step progress to empowering teams and leveraging quick wins.

He also looks ahead at how AI is reshaping customer experience, emphasizing the importance of principles and clarity of purpose over technology for its own sake.

Tune in for practical lessons, inspiring results, and a roadmap for sustainable growth through customer centricity.