CX Superheroes podcast - Series 15 Episode 3 - Building a CX Culture from the inside out - Paula Brazier

Episode notes

What does it take to embed customer experience into the heart of a business? In this episode of Customer Experience Superheroes , we speak with Paula Brazier Client Experience Director at Foster Denovo - a firm offering tailored financial advice and wealth management services. Foster Denovo isn’t your typical financial services firm. With a clear belief that a great client experience must be rooted in culture, Paula has helped lead a programme that puts clients and colleagues at the centre of every decision. In conversation with Christopher Brooks, MD of Lexden CX, You’ll hear how they’ve used internal alignment, cross-functional collaboration, and meaningful metrics to drive change. Paula explains why buy-in from leaders is essential - and how small, consistent actions can shift mindsets across the business. We explore how regulated industries can still deliver standout customer experiences - and why emotional intelligence and trust-building remain key, even in data-heavy environments. Paula also shares how Foster Denovo listens to both clients and employees - and uses this insight to evolve their CX strategy.

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