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

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. It’s a practical, people-first approach that others can learn from, regardless of industry. If you work in customer experience, culture change, or financial services, this episode is full of useful takeaways.