Rich insights, real wins: Customer feedback into frontline action
Hear how HMV’s Steve Nussbaum and Rupert Banning-Lover turn customer feedback into action by empowering teams and building a culture of better CX.
Experience Management Podcast
Xperience Matters
Welcome to Xperience Matters—a podcast exploring how businesses turn brand, customer, and employee experience into real-world results.
You’ll hear from CX leaders, operators, and industry experts on what it really takes to turn feedback into action.
Don’t miss what’s next in XM
New podcast episodes, CX ideas, and real-world stories from the brands turning feedback into action, delivered to your inbox.
Episode library
Frontline episodes
Rich insights, real wins: Customer feedback into frontline action
Hear how HMV’s Steve Nussbaum and Rupert Banning-Lover turn customer feedback into action by empowering teams and building a culture of better CX.
Watch episode
Meet your host
Khalipha Ntloko
Senior Content Manager, SMG
A seasoned marketer, content producer and storyteller, she brings more than six years of marketing experience across SaaS, fintech, lifestyle and community-led brands. As host of Xperience Matters, Khalipha sits down with CX leaders, operators and industry experts to explore the ideas shaping brand, customer and employee experience, turning big industry conversations into practical, engaging stories that audiences can learn from and act on.
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Ready to see what better experiences can do?
See how SMG helps connect brand, customer, and employee experience.