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- Sense and Non Sense series
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CX transformation
CX is a means to an end, not a goal in itself | Podcast 50
Let’s be honest: Customer Experience (CX) has become a bit of a buzzword. Over the past years, I’ve seen countless organizations invest in CX dashboards, workshops, journey mapping sessions… and yet, many of them miss the point ...
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CX transformation
10 Pitfalls in Journey management (and how to actually avoid them) | Podcast 49
Let me start with the obvious: almost every organization I work with believes they’re doing journey management. They’re mapping stuff. They’ve got sticky notes. There’s a tool involved. Maybe even two. Everyone’s super busy. But here’s the ...
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CX transformation
Interview Eliza de Campos Pegado (Director CX Honeywell) | Podcast 48
When people think about customer experience, their mind often jumps to retail or B2C—fast-paced transactions, NPS scores, and omnichannel tools. But let’s be honest: if you really want to test your CX muscles, try building it in ...
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Customer Experience Management
CIO & CX Transformation | Podcast 47
Alright CIOs, CTOs, CDOs—this one’s for you! If you’ve been tuning into our podcast series, you know we’re diving into the role of different C-level leaders in CX transformation. Last time, we tackled the CEO’s role. Now, ...
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Customer Experience Management
The value of direct feedback is highly overrated | Podcast 46
Let’s talk about direct feedback. If you’re working in Customer Experience (CX), chances are you’ve come across the term. Maybe you’re even using it right now. And if you’re just starting on your CX journey, I’d bet ...
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Customer Experience Management
Top 5 CEO Benefits & Behaviors for Successful CX Transformation | Podcast 44
Welcome! If you’re reading this, chances are you’re a CEO, a CX leader, or someone who simply wants to crack the code on customer experience (CX) transformation. And let’s be real—while everyone says they’re pro-CX, the question ...
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Customer Experience Management
Stop throwing Service Design at every Problem | Podcast 43
Service design has become a bit of a hype. It seems like every company is doing something with service design these days. And while it’s great to see human-centered approaches gaining traction, there’s also a downside: companies ...
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Customer Experience Management
Human Centric CEO Podcast: Interview with Richard Stark (Egon Zehnder)
In today’s fast-paced world, where ambiguity and volatility seem to rule, leadership has become more complex than ever. Yet, at its core, true leadership remains deeply human. As I reflect on my conversation with leadership expert Richard ...
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