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, let’s focus on you—because, spoiler alert, you’re actually a critical player in making customer experience (CX) transformation successful. […]
CIO & CX Transformation | Podcast 47 Read More »
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 there’s a strong chance your company is considering implementing direct feedback or is already knee-deep in it. Because
The value of direct feedback is highly overrated | Podcast 46 Read More »
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 I hear time and time again from CEOs is: “Okay, but what can I actually do?” Great question.
Top 5 CEO Benefits & Behaviors for Successful CX Transformation | Podcast 44 Read More »
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 often struggle with when and how to use it effectively. After working in Customer Experience (CX) for over
Stop throwing Service Design at every Problem | Podcast 43 Read More »
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 (shared in the latest podcast episode), one theme kept resurfacing: the interplay of trust, vulnerability, and humanity in
Human Centric CEO Podcast: Interview with Richard Stark (Egon Zehnder) Read More »
When I first envisioned this blog post, I thought about the many leaders I’ve met over the years. Among them, Andrea’s story stands out, not just because of her remarkable journey from a family business to leading one of the world’s most impactful organizations, but because of her unwavering commitment to human-centricity. Her leadership style,
Here we are. Thank you so much for joining me on this journey into the fascinating topic of the future of work. Whether you’re reading this from the comfort of your home office, on your commute, or at your favorite workspace, the way we work is evolving faster than ever. And the truth? None of
Human Centric CEO Podcast: Interview with Sid van Wijk (Miro) Read More »
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 that’s destined to fade. Yet, time and again, I’ve seen it work wonders in organizations around the globe,
Human Centric CEO Podcast: Interview with Joana de Quintanilha (Forrester) Read More »
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 opera, from consulting with global giants to leading cultural transformation in Iraq. As I listened to his story,
Human Centric CEO Podcast: Interview with Emre Gurkan (Zain Iraq) Read More »
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 believe, lies in the magic of human-centricity—a concept that touches everything from leadership behaviors to company culture and
Human Centric CEO Podcast: Interview with Naiara Cantabrana (Randstad) Read More »
