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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
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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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Ready to deliver more impact with Customer Experience?

Apply for a CX pilot intake and together we will discover how you can map the journey, find the drivers and share the results to mobilize the organisation!