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All
  • All
  • Brand experience
  • Change management
  • Customer Experience
  • Customer Experience Management
  • Customer Journey
  • Customer service
  • CX transformatie
  • CX transformation
  • Drivers
  • Employee Experience
  • experience transformation
  • Framework Basics
  • Measurement
  • Podcast
  • Sense and Non Sense series
  • Service design
  • Service experience
  • The 5 types of Experience
  • Uncategorized
  • User Experience
CX transformation

Interview with Fahed Alshammari – Zain | Podcast 54

We often assume that if we want to create real impact, we should start with the customer. Design better journeys. Collect more feedback. Innovate around their needs. That if we just listen hard enough, structure smart enough, ...
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CX transformation

Interview with Rob Paauw – PostNL | Podcast 52

If you’ve ever felt like your CX team is pushing water uphill—mapping journeys, conducting research, collecting insights, and yet… nothing really changes—this one’s for you. Because I’ve had that feeling too. And when I spoke with Rob ...
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CX transformation

CFO and CX Transformation | Podcast 53

Yes, I’ve told a potential client they were asking the wrong question. No, they didn’t walk away. In fact — they became a client. Let me take you back to a moment I’ll never forget. A senior ...
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CX transformation

CHRO and CX Transformation | Podcast 51

“But Zanna… isn’t CX something for the Chief Customer Officer? What does that have to do with me as CHRO?” If I had a euro for every time I’ve heard that question…  Let’s get one thing straight: ...
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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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