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- All
- Brand experience
- Change management
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- 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
Customer Experience Management
Human Centric CEO Podcast: Interview with Joana de Quintanilha (Forrester)
Have you ever asked yourself whether focusing on “journeys” really matters—especially if you’re an executive juggling growth metrics, employee engagement, and digital transformation? I get it. Sometimes “journey mapping” sounds like a buzzword or a trendy process ...
December 27, 2024
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Customer Experience Management
Human Centric CEO Podcast: Interview with Emre Gurkan (Zain Iraq)
When I first met Emre, I was immediately struck by his energy and his ability to connect the technical with the deeply human. Here was someone who had walked an extraordinary path—from programming in C++ to singing ...
December 13, 2024
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Customer Experience Management
Human Centric CEO Podcast: Interview with Naiara Cantabrana (Randstad)
As I sat down with Naiara for this podcast, one thought kept resonating in my mind: Why do some organizations thrive not just financially, but also as places where people genuinely want to be? The answer, I ...
November 22, 2024
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Podcast
Podcast: Interview with Jeroen Velthof (Bol)
Let’s dive into something I think we can all agree is crucial: elevating the level of Customer Experience (CX) in ways that truly resonate with both customers and the business. I recently had an eye-opening conversation that ...
November 12, 2024
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Podcast
Podcast: Interview with Arjan Kramer (Salesforce) On Digital Transformation
Today, I’m excited to share insights from a rich conversation with Arjan from Salesforce, a leader in digital transformation who offers some powerful truths about why organizations need to think beyond just “digital” when they embark on ...
November 8, 2024
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Podcast
Podcast: Leadership Activation in CX Transformation
Welcome! Thanks for joining me here as we dive into one of the most important areas of CX transformation: leadership activation. This is something I’ve been reflecting on a lot lately, and I’ve realized just how crucial ...
November 5, 2024
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Customer Experience Management
Human Centric CEO Podcast: Interview with Dan Cable (London Business School)
Have you ever wondered how embracing purpose can transform not just your organization but also the lives of those within it? I genuinely believe that by focusing on purpose, employees, and customers, we can create a culture ...
October 28, 2024
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Podcast
Podcast: 10 Steps to Build Journey & Channel Teams
Let’s be real: in most CX programs, there’s a lot of measuring going on. We’re gathering data from every angle—channels, touchpoints, journeys—you name it. But here’s the thing. All that data won’t move the needle if no ...
October 18, 2024
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