In this episode, Nicole sits down with Mark Chamberlain, Global Managing Director of Customer Experience at Kantar, to challenge conventional thinking about CX metrics. Together, they explore why long‑term memory—not momentary satisfaction—is the real driver of customer choice, brand growth, and competitive advantage. 

You'll walk away with: 

• A new way to think about CX as the business of shaping long-term memory 

• Why frictionless experiences matter—but rarely differentiate 

• How the MDX (Meaningfully Different Experience) framework connects CX to real business growth 

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Mentioned in this Episode 

• Net Promoter Score (NPS) 

• Meaningfully Different Experience (MDX) framework 

• Octopus Energy as a CX‑led growth example  https://link.cohostpodcasting.com/01806067-d268-480c-8efa-7cea4ea73848?d=enJor4dtb&v=8526 

• Virgin Atlantic’s signature experience moments 

• Apple’s unboxing experience 

🎧 Produced by Larj Media 

📩 For more CX insights, follow Nicole on LinkedIn 

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Additional Resources 

Mark Chamberlain is the Global Managing Director of Customer Experience at Kantar, where he helps organizations connect customer experience, brand strength, and commercial growth through evidence based measurement frameworks.