CXM Academy Podcasts

The conversation explores the distinction between AI fluency and intelligence, highlighting the impact of fluency on human perception. It also delves into the concept of trust in AI language models and the influence of clear and convincing explanations.TakeawaysAI fluency influences human perceptionTrust in AI language models is influenced by the clarity and confidence of explanations

The conversation delves into the essence of a real CX strategy, the assessment of organizational capabilities, the challenge of pushing back on quick fixes, prioritizing CX investments, connecting CX strategy to business outcomes, and starting a CX strategy. It emphasizes the importance of customer data, analytics, and organizational alignment in building a successful CX strategy.TakeawaysReal CX strategy is not just a list of initiatives, but a clear-eyed assessment of what can be done and what should be done.Connecting a CX strategy to business outcomes requires a deep understanding of customer data, analytics, and organizational alignment.Chapters00:00 Defining a Real CX Strategy05:38 Assessing Organizational Capabilities12:31 Prioritizing CX Investments28:08 Starting a CX Strategy

The conversation explores why traditional contact center metrics, such as average handle time and service levels, often fail to reflect the real customer experience. Michel Stevens and Luke Jamieson discuss the human cost of outdated performance measures, the hidden role of technology in shaping both agent and customer outcomes, and how CX observability can help leaders see what is really happening across the contact center.TakeawaysTraditional contact center metrics often reward efficiency at the expense of real customer experience.Technical issues, such as poor audio and weak desktop performance, can drive both customer distrust and agent attrition.CX observability offers a way to connect operational, technical, and experience data to create better decisions.

The conversation delves into the disconnect between company perception and customer experience, the misalignment of customer journeys and experiences, the understanding of the SERVQUAL model, the five dimensions of service quality, the impact of over-promising in marketing, the relevance of SERVQUAL in the era of AI and automation, and the identification and addressing of service quality gaps.TakeawaysService quality is defined by the customer's expectations versus their perception.The SERVQUAL model identifies five gaps that lead to service quality failure.Chapters00:00 Identifying and Addressing Service Quality Gaps

The conversation delves into the concept of experimentation as a learning engine, emphasizing the importance of high-impact experimentation culture and the balance between velocity and quality. It also explores the differences between test level metrics and program level metrics, the structuring of experimentation teams, and the challenges of breaking out of a 'testing for winners' culture. The application of experimentation in CX leadership is also discussed, highlighting the need for change management and a narrative tailored to the organization's current setup.TakeawaysExperimentation as a learning engineBalancing velocity and qualityChapters00:00 Understanding Experimentation10:33 Test Level Metrics vs Program Level Metrics16:00 Balancing Velocity and Quality22:18 Applying Experimentation in CX Leadership

The conversation explores the importance of a company's customer promise and the impact of trust friction on customer experience. It delves into the distinction between brand slogans and customer promises, the process of building a customer promise, and the balance between global brand consistency and local cultural relevance.TakeawaysTrust friction is the most dangerous friction in any business.A customer promise is a contract, not just a claim or slogan.Chapters00:00 The Danger of Trust Friction18:25 Building a Customer Promise27:22 Balancing Global Consistency and Local Relevance

The conversation delves into the evolution of customer attitudes towards data sharing, the art of survey design, the science of response scales, data quality and validation, and motivating respondents to participate in surveys. Mikkel Korntved shares insights on the relevance of data, the importance of survey design, and the impact of response scales on data quality. Additionally, he discusses the challenges of motivating respondents and the significance of data integrity in customer experience programs.TakeawaysData RelevanceSurvey DesignChapters00:00 The Evolution of Customer Attitudes08:00 The Science of Response Scales18:30 Data Quality and Validation30:03 Motivating Respondents

The conversation delves into the unique challenges of B2B customer experience, highlighting the fundamental differences between B2C and B2B, the organizational challenge of customer centricity, and the shift from insights to action in B2B CX. It emphasizes the importance of measuring success in B2B CX and the role of CX governance and organizational structure in driving customer-centric initiatives.TakeawaysB2B customer experience differs fundamentally from B2COrganizational challenge of customer centricity in B2BChapters00:00 Introduction to B2B Customer Experience05:04 Challenges of Applying B2C Strategies in B2B11:36 Shifting from Insights to Action in B2B CX22:52 CX Governance and Organizational Structure

The conversation delves into the Jobs to be Done methodology, emphasizing the importance of understanding the customer's job to be done and the common mistakes made in customer understanding. It also explores the Customer Progress Design methodology and the potential role of AI in Jobs to be Done interviews.TakeawaysUnderstanding the customer's job to be done is crucialJobs to be done methodology provides a lens to look at human needsChapters00:00 AI in Jobs to be Done Interviews

The conversation explores the concept of systems thinking and its application in understanding the whole system, emphasizing the importance of interdependencies and relationships. It delves into the friction caused by customer isolation, the significance of information, and the practical adoption of systems thinking. Additionally, it addresses resistance to systems thinking and provides a starting point for CX leaders to implement systems thinking in their organizations.TakeawaysSystems thinking focuses on the whole, not just the partsUnderstanding the interdependencies and relationships within a system is crucialChapters00:00 Starting Point for CX Leaders

The conversation delves into the personalization trap, the core misunderstandings about personalization, the practical application of the personalization bow tie, the balance between data and privacy, practical steps for marketing leaders, and the use of personalization cards for practical execution.TakeawaysData vs. UnderstandingThe Personalization TrapChapters00:00 The Personalization Trap05:50 Core Misunderstandings10:55 Practical Application of the Bow Tie23:01 Balancing Data and Privacy30:42 The Personalization Cards

In this conversation, Michel Stevens and Dimitri Jambé discuss the critical aspects of learning design and the impact of workshops on professional development. They explore the importance of trust in learning design and the need to optimize workshops for change rather than content coverage. Dimitri shares insights on structuring workshops for application and the future of learning design, emphasizing the role of human connection and the evolving use of AI in the learning process.TakeawaysDesigning workshops for changeThe importance of trust in learning designChapters00:00 The Design Problem in Workshops09:06 What's in it for Me?15:06 The Moment of Learning23:13 Structuring Workshops for Application31:47 The Future of Learning Design

Imagine a masterclass with five of the world’s leading Customer Experience minds, recorded live with an audience. That’s this episode.We brought Michel Stevens, Mikkel Korntved, Dimitri Jambé, Dominik Olejko, and Nancy Haenen together on one stage at Dialogkonferansen 2025 for a special Christmas recording. They cut through the noise to deliver the core strategies that move the needle:• The critical, actionable art of customer listening. • The undeniable data linking staff morale to customer satisfaction. • A persuasive framework for securing executive buy-in and budget for CX initiatives. • Candid stories and proven advice from recipients of the prestigious CX 50 award.And so much more!Whether you're a CX pioneer or just starting your journey, this episode packs a year’s worth of insight into one powerful session. Press play to elevate your strategy with wisdom from the global stage.Subscribe now to never miss an episode.

Think your most frequent customer is your most loyal one? You're probably wrong.This topic was so information-dense and critical, we had to make this a special double-length episode. Loyalty expert Dale W. Harrison delivers an authoritative, no-fluff masterclass that challenges outdated brand strategies.He explains why "it's not how often someone buys your brand" that defines loyalty.So, what is the real metric?Dale breaks it down: True customer loyalty is measured by the "proportion of total purchases that go to a specific brand". A customer who buys from you 10 times, but only from you, can be far more loyal than a high-frequency customer who splits their purchases with your competitors.This masterclass will teach you:Why "high purchase frequency does not guarantee high loyalty".How to properly measure loyalty by the "fraction of total purchases".Why your brand strategy must "focus on retaining loyal customers rather than just increasing purchase frequency".Using the right "customer loyalty metrics" to inform your marketing and "identify key customer segments".At CX Master Academy, we focus on practical application and measurable results. This conversation gives you the actionable insights to stop chasing the wrong numbers and start building real loyalty.Want to stop using outdated methods and get real results?🔔 SUBSCRIBE for more world-class, practical CX training that challenges the status quo and empowers you to drive growth.

Why do so many change programs fail? Leaders track budgets, timelines, and milestones, but they miss the single most important metric that predicts success. In this authoritative, practical episode, organizational expert Anouk Devriese reveals the #1 predictor of change failure: Cultural Alignment. She explores the direct "causal link between culture and strategy failure", using the powerful example of what happens when you force an "aggressive sales strategy" into a "clan culture"—one that "is like one big family". The hard truth? It simply "won't work". This "cultural misalignment" is a metric you can assess, and ignoring it will lead to "strategic failures" and tank "employee morale". At CX Master Academy, we focus on measurable, results-oriented action. This is a masterclass for leaders on how to use "understanding organizational culture" as a predictive metric before you launch your next big change. Want more actionable insights to stop strategies from failing? 🔔 SUBSCRIBE for more world-class, practical CX and leadership training that goes beyond theory to deliver real-world results.

Why do so many big transformations fail to deliver? According to organizational change expert Edward Murphy, it's because leaders are missing the single most critical component: their employees. The best transformations aren't just pushed onto employees; they are employee-led. In this practical, no-fluff discussion, Ed breaks down why "co-creation" is the key to success. When you "get the employees involved" from the very beginning, you don't just get buy-in; you get a deeper level of engagement, understanding, and commitment. This is a masterclass in: Involving employees in "strategy" and "vision" creation. Helping teams "create how we're going to get there." Ensuring everyone understands the "reasons behind changes." Aligning "daily activities" with the transformation goals. At CX Master Academy, we focus on actionable insights that deliver measurable results. This is how you stop managing change and start leading it. Want more no-fluff, practical CX and leadership strategies? 🔔 SUBSCRIBE for more world-class training that empowers you to become a strategic leader and drive customer-centric growth. #CXMasterAcademy #CXM #OrganizationalChange #Transformation #EmployeeEngagement #Leadership #CoCreation #CXStrategy #ChangeManagement #PracticalExpertise #ResultsOriented

Why do so many massive, top-down transformation programs fail? We build complex frameworks and try to "persuade" people... but we forget the most important part. In this podcast, transformation expert Jannecke Drangert-Hveding shares practical, results-oriented insights that will change your entire approach: stop trying to force change and "start small, one conversation at a time." Jannecke explains that "real transformation begins in small conversations" because true "human alignment" is the only thing that creates lasting momentum. It's not about fighting resistance; it's about "mobilizing energy." This is a masterclass in: Understanding "individual motivations." Aligning "personal goals with company ambitions." Focusing on "connection rather than persuasion" to drive real, measurable change. At CX Master Academy, we focus on actionable insights that deliver real-world results. This is one of them.   Want more no-fluff, practical CX and leadership strategies? 🔔 SUBSCRIBE for more world-class training that empowers you to become a strategic leader and drive customer-centric growth.   #CXMasterAcademy #ChangeManagement #CXTransformation #Leadership #Communication #EmployeeEngagement #HumanAlignment #CXStrategy #PracticalExpertise #ResultsOriented

Ever launched a CX transformation with a big bang, only to watch it… fizzle out? You're not alone. It’s that “painfully familiar scenario”: the kickoff is energizing, but six months later, everyone reverts to old behaviors, and your big initiative quietly fades into the background. It’s one of the most frustrating realities in CX. But why does it happen? And how do you finally make change stick? In this episode of Table Stakes, our Course Director Michel Stevens sits down with the man who literally wrote the book on it. Alain Thys, author of "The Transformation Code," challenges the "industrial age habits" and "outdated training methods" that sabotage lasting transformation. In this episode, you’ll get the playbook for real buy-in: The 3-Part Formula: Alain reveals his simple but powerful "Transformation Code" (Story x Resonance x Flow) that separates initiatives that fly from those that fade. Compliance vs. Invitation: Learn why most top-down change is just a "compliance story" (destined to fail) and how to create an "invitation" that people want to accept. Find Your "Hell Yeah": Why doesn't your "great story" get traction? You're probably missing "Resonance." Alain explains how to find what your audience actually cares about. Kaizen vs. Kakushin: Are you doing the right thing or just getting better at the wrong thing? Learn when to evolve (Kaizen) and when you need to "break the mold" (Kakushin). A 3-Step Action Plan: Get actionable advice for tomorrow if your CX project is losing momentum. If you're tired of change initiatives that don't change a thing, this episode is for you. Stop the battle for buy-in and start creating the conditions for real, sustainable transformation. Pull up a chair. Join the conversation. If you want to read Alain's book, head down to https://amzn.to/3Lmtk41

Across the globe people are measuring the customer experience with metrics like Net Promoter Score , Customer Satisfaction, or Customer Effort Score. These are very good metrics to measure the perception a customer has as they effectively measure the (perceived) Value for the Customer. What these don’t tell is what the Value for the Business, all the while organizations want to understand this. These metrics don’t tell either is what the context was under which these perceptions were created. And yet, this is where the key lies. This is one of the traps people have when they create surveys. Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extraordinaire pairs up with Frances Chapireau, Founder, Customer Experience Consultant and Facilitator of the LEGO®️ SERIOUS PLAY®️ Method. Together they dive into common issues when performing surveys and what you need to pay attention for. A good half an hour of your time, but a lifetime of wisdom (and better surveys) guaranteed!

"We put the customer first", "we are customer-centric" and "we listen to our customers" are promises often heard among management. But what's behind these promises? Unfortunately, you often don't have to dig deep under the surface to reveal lack of action and consequences behind promises. The customers feel disappointed, the employees don't believe it, and management wonders: why did all the good intentions fail? The answer: Simply because it's not sufficient to have "good intentions" when putting Customer Experience on the agenda. Customer Experience must show financial value if you wish to ensure full backing from management and the rest of the organization. Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extravaganza meets Daniël Granja Baltazar, B2B CRO expert of Vodafone Business and uncovers the secrets on how you can transform your surveys to cold, hard cash. Or, at the very least, conversions.

You've put in the work, you've crunched the numbers, you've built the perfect dashboard and yet nothing changes. Your brilliant insights are dying a silent death on a PowerPoint slide. The numbers speak to you but they're mute to the rest of the room. You've spent countless hours in the data trenches, and the story you've uncovered is crystal clear to you. But when you present your findings, you get a blank stare and a polite nod, and then your insights quietly fade into the background. Your hard work just became part of the digital wallpaper. We’re getting into the nitty-gritty with data storytelling maestro, Brent Dykes. For those of you who don't know him, he's the guy who literally wrote the book on how to make data influential. As a consultant, speaker, and author, he's helped countless organizations turn their data into powerful, persuasive narratives that actually drive decisions. He'll show us how to make sure our numbers don’t just have something to say, but that they scream. We’ll talk about how to stop hiding your main findings and start making them impossible to ignore. Because, as Brent knows, if your data isn’t sparking a conversation, it’s not data, it’s just noise. This is a show for anyone who has ever felt their insights were invisible. Stop just showing your work; start selling it. Because the best ideas in the world are useless if they can't make it past the first slide. It’s time to move your work from a nice-to-have report to the business-changing truth it was always meant to be. Brent Dykes is the author of Effective Data Storytelling: How to Drive Change with Data, Narrative, and Visuals. He has over 15 years of experience as a consultant, where he has consulted with major companies such as Microsoft, Sony, Nike, and Amazon. In addition to his books, Brent is a frequent speaker at data conferences and workshops worldwide. He evangelizes the need for data storytelling by presenting at conferences, speaking on podcasts, and publishing LinkedIn posts, blog content, and Forbes articles.

Anchor yourself in Oslo for a very special episode of Table 7, recorded live at the historic Fram Museum—home of the famed polar exploration ship, the Fram.Join your host Michel Stevens as he navigates the evolving waters of customer experience with three of Norway's most esteemed CX pioneers: Helge Tennø, Jannecke Drangert-Hveding and Janine HessIn this episode, we explore: 🌊 Why Norway's digital-first society sets sky-high customer expectations. 🤖 The real-world balance between AI-driven efficiency and human-centric design. 📖 How powerful storytelling builds belonging in a commoditized world. ⏳ Why time is the ultimate currency for today's consumers. 🧠 The "data trap"—why companies are collecting metrics but missing true human insight.Plus, we play a game to invent a new word for rediscovering the wheel! Tune in for a conversation filled with authentic stories, practical strategies, and a unique Nordic perspective on putting the customer first.Listen now!

In this episode of "Table Stakes," host Michel Stevens dives into the world of entrepreneurship within customer experience. Joined by experts Elles, Bartek Lechowski, and Anna-Maija Tanninen, they explore the highs and lows of taking the entrepreneurial leap.From the skills needed beyond expertise to the mindset that can make or break your journey, this conversation uncovers the raw truths of forging your own path. Whether you're considering freelancing, launching a consultancy, or leaving the traditional nine-to-five, this episode offers invaluable insights and advice for those ready to bet on themselves.Tune in for an honest discussion about the realities of entrepreneurship and the courage it takes to succeed.

This month on Table Seven, we’re unpacking how Bulgarian businesses are navigating the digital age – where customer expectations meet old-school charm. (Yes, we did discuss why McDonald’s kiosks haven’t caught on here. Turns out, we still like a human touch.) Join us for insights on: * The self-service dilemma – When efficiency clashes with "but I want someone to hand me my fries" * AI’s awkward phase – Why chatbots haven’t quite won us over (yet) * The workforce behind the magic – How to keep both employees and customers happy (it’s harder than it sounds) With expert perspectives from: 🔹 Ralitsa Zaharieva, MCIM (Head of Customer Experience and Marketing, Postbank (Eurobank Bulgaria AD)) – On bridging digital and human interactions 🔹 Irina “Mateeva” Hollatz (WFM Transformation Consultant & Founder at rightWFM) – Why scheduling isn’t just "math with consequences" 🔹 Iliyan D. (Grand Master of re:do) – The tech upgrades customers actually want

This episode is so packed with insights, even our AI bots needed a coffee break. A few Takeaways: ✅ Trust in finance? More like "trust but verify… with ChatGPT." ✅ The best CX starts with hiring people who 𝒍𝒊𝒌𝒆 people. ✅ The secret sauce behind "human magic" in CX ✅ And so much more Starring Dominik Olejko, Paulina Garstka, Bartek Lechowski and Michel Stevens Watch the episode... before your competitors do. 😉

Culture & Connection: How Culture Shapes Customer Experience in BelgiumIs your customer experience strategy stuck in a one-size-fits-all approach? Or do you assume that digital transformation alone will solve your CX challenges? Time for a reality check.Join Michel Stevens in the second episode of Table 7 at Antwerp’s breathtaking Botanic Sanctuary—a former monastery turned luxury hotel—where he sits down with three Belgian CX visionaries:A customer service alchemist who turns frustrated calls into loyal relationships (Dimitri)A multidisciplinary business designer who blends data, rugby, and homemade hot sauce into customer solutions (Koen)A marketing leader who treats customer feedback like her morning coffee—essential and energizing (Anne-Laura)Together, they unpack how Belgium’s unique cultural mosaic—172 nationalities, three languages, and centuries of trade—demands a fresh approach to CX. You’ll learn:* Why listening to real customer calls is more powerful than any dashboard * How Belgian businesses balance digital convenience with human connection * What kung fu schools and lion dances teach us about community-driven experiences * When failing (spectacularly) can actually boost customer loyaltyNo theoretical fluff—just real stories, surprising insights, and actionable ideas from the heart of Europe. Because in CX, as in Belgian beer, the best flavors come from thoughtful blending.Served with a side of Antwerp charm and a dash of irreverent humor.

Michelin Stars & Marketing Minds Think personalization is just using someone's first name? Think again. Or maybe you think Michelin-star service secrets don't apply to your business? Prepare to be surprised. Michel Stevens pulls up a chair at Table 7 in Copenhagen with three Danish CX Pros: a 3-star Michelin restaurateur (Tina), a personalization guru who literally wrote the book on it (Rasmus), and an insightful expert on Customer Loyalty and Customer Centricity who's seen it all (Mikkel). Get an honest view on Danish culture's impact on CX (hello, Janteloven!), why you should hire "personalities, not CVs", the surprising link between happy staff and happy customers, and why stopping cars for your customers is a great idea. Grab actionable CX insights served with Danish charm.