The CXPod

In this season finale and engaging conversation, Ian Golding, a renowned customer experience specialist, shares his insights on the evolving landscape of customer experience (CX) and the importance of humility, adaptability, and operationalizing experience management. He discusses his journey in the field, the challenges faced by CX professionals, and the impact of digital transformation and AI on customer interactions. Golding emphasizes the need for organizations to focus on human connections and the continuous management of customer experiences to truly meet the needs of their customers and colleagues. Ian also discusses the evolving landscape of Voice of the Customer (VOC) programs and the importance of focusing on qualitative insights over quantitative metrics. He emphasizes the need for organizations to transform customer feedback into actionable improvements and highlights the distinction between macro and micro issues in customer experience management. The episode also touches on the significance of change management and long-term thinking in achieving sustainable customer-centric practices. Ian shares a personal success story that underscores the value of empowering organizations to implement customer experience strategies effectively.Follow Ian here: https://www.linkedin.com/in/iangolding/

In this episode of The CX Pod, Merete , Joanna , Shiraz Abid, and Jannicken Lampe discuss the evolution of customer experience at ice, a telecommunications company in Norway. They explore the importance of customer loyalty, the balance between customer satisfaction and revenue, and the role of technology in enhancing customer engagement. The conversation emphasizes the need for a long-term vision in customer experience strategies and the challenges of navigating complexity in a digital world. The guests share their insights on maintaining a personal touch in an increasingly automated environment, highlighting the significance of treating customers equally as a competitive advantage. In this conversation, the speakers also discuss the intricate relationship between customer experience and brand consistency, emphasizing the importance of maintaining a strong cultural foundation within the company. They explore how customer insights drive decision-making and the role of technology, particularly AI, in enhancing customer experiences. The discussion also highlights the significance of employee satisfaction in achieving customer happiness and the need for a human-centric approach in an increasingly technological world.If you want to follow Jannicken on linkedin: https://www.linkedin.com/in/jannicken-lampe-a60a541/If you want to follow Shiraz: https://www.linkedin.com/in/shiraz-abid-766a548/And to see the award winning commercial, the link is here (in norwegian only, but the context is that the kid has been told all his life that the ipad only works when it rains): https://youtu.be/rFhMbe5H6xw?si=EsADT4ivpCnnX3Rk

In this engaging conversation, Merete, Joanna and Jenny McCoy explore the multifaceted world of customer experience (CX). They discuss the importance of human experience in CX, the challenges organizations face in delivering exceptional service, and the need for continuous improvement. Jenny shares her journey from frontline roles to leading CX strategy at the Irish Management Institute, emphasizing the significance of understanding both employee and customer experiences. The discussion also highlights the necessity of operationalizing customer insights and the balance between metrics and feelings in creating a customer-centric culture. In this engaging conversation, the speakers delve into the significance of customer experience (CX) in driving long-term brand growth. They discuss the challenges of measuring ROI in CX, the importance of understanding human behavior, and the future of CX in a rapidly evolving landscape. The conversation emphasizes the need for ethical leadership and a strong purpose in organizations to foster a customer-centric culture. The speakers also share personal achievements and insights gained from years of experience in the field, highlighting the continuous nature of CX improvement.If you want to follow Jenny, you find her here: https://www.linkedin.com/in/jenny-mccoy-253b792a/If you wonder what car brand, airline or pizza delivery company are referred to in the episode, reach out to hello@thecxpod.no

In this episode of the CXPod, hosts Merete and Joanna welcome Dr. Anna Jorga, a Chief Neuroscientist at Buyer Brain, to discuss her unique journey from medical school to the world of customer experience and neuroscience. The conversation explores the importance of understanding biases in customer behavior, the challenges of navigating digital journeys, and the critical role of effective communication in enhancing customer experiences. Anna shares insights from her personal experiences and professional expertise, emphasizing the need for companies to segment their customers effectively and leverage AI to improve interactions. In this conversation, the speakers discuss the evolution of customer segmentation, emphasizing the need to move beyond traditional demographics to a more experience-based approach. They explore the future of customer insights, the role of AI in enhancing customer experience, and the challenges of trust in AI interactions. The discussion also highlights the importance of measuring cognitive effort and emotional impact in understanding customer behavior, culminating in a reflection on the speakers' proudest achievements in the field.Follow Dr.Ana Iorga on Linkedin: Dr. Ana Iorga | LinkedIn

In this episode of The CXPod, Merete and Joanna welcome Bruce Temkin, a thought leader in customer experience and AI. The conversation explores the intersection of technology and humanity, discussing how AI can enhance customer experiences while maintaining a human-centric approach. Bruce shares insights on the importance of understanding customer needs, the limitations of traditional metrics like NPS, and the future of leadership in creating human-centric organizations. The discussion emphasizes the need for empathy, connection, and the role of AI in supporting these goals.Link to Bruce on Linkedin: https://www.linkedin.com/in/brucetemkin/Humanity at scale: https://humanityatscale.substack.com/

In this episode of the CX pod, Merete and Joanna welcome CarinaDalquist Valbøll, the Nordic head of customer service at SATS, to discuss theunique challenges and strategies in the fitness industry. The conversationcovers personal anecdotes, the transition from telecom to fitness, drivingmembership engagement, the importance of community, and the role of AI inenhancing customer service. Carina shares insights on maintaining motivation amongmembers, the significance of company culture, and the challenges of adoptingnew technologies in a competitive landscape. In this conversation, the speakersdiscuss the importance of understanding customer needs and the role of AI inenhancing membership experiences. They explore the future of customer service,the ethical responsibilities surrounding body image, and the significance ofdata insights in decision-making. The conversation also touches on pricingstrategies, customer loyalty, and the impact of economic changes on businessoperations. Finally, they reflect on leadership during crises and theimportance of maintaining a strong team culture. Follow Carina here: https://www.linkedin.com/in/carina-cecilia-dalquist-valb%C3%B8ll-57b1b8/

In this episode, Merete, Joanna, and Gitana Veličkaitė-Remeikienė discuss the evolving landscape of customer experience (CX), sharing personal stories and insights. Merete opens with a positive customer experience story, highlighting the importance of understanding customer needs. The conversation transitions to Gitana's background and her efforts to raise awareness of CX in Lithuania. They explore the operationalization of customer insights, the impact of AI on CX, and the balance between digital transformation and human interaction. The episode concludes with reflections on the importance of customer experience in business strategy and memorable moments in the field.Gitana is found here: https://www.linkedin.com/in/gitanavelickaite/

In this episode of The CXpod, Joanna, Merete, and Ronny Ellefsen discuss the evolving landscape of customer experience, focusing on the importance of qualitative insights, the challenges of integrating AI, and the necessity of understanding customer needs. Ronnie shares his journey from design to consulting, emphasizing the value of user testing and the insights gained from direct customer interactions. The conversation also touches on the pitfalls of relying solely on quantitative data and the need for a balanced approach to customer feedback. In this conversation, Ronny shares insights on transformative customer experiences, the future of customer experience with AI, and the balance between data privacy and innovation. He emphasizes the importance of understanding customers and creating value through design. The discussion also touches on the impact of AI on customer experience and the need for transparency in data usage.Ronny is found here: Ronny Ellefsen | LinkedIn

In this season 4 premiere episode (!), Joanna and Merete discuss the upcoming Nordic B2B Customer Experience Conference with Torben Degn, CEO of Customer Agency. They explore the evolution of customer experience in B2B, the importance of data, and the need for continuous improvement in customer experience programs. The conversation highlights the shift from product-centric to customer-centric approaches in B2B companies and the growing recognition of customer experience as a vital component across all organizational functions. The episode also delves into the intricacies of customer experience (CX) and its pivotal role in business strategy. They discuss the importance of defining what constitutes a superior customer experience, aligning organizational goals with customer needs, and empowering frontline employees to make impactful decisions. The conversation also touches on the future of CX, emphasizing the need for companies to focus on existing methodologies rather than chasing new buzzwords. Ultimately, they highlight the competitive advantages that come from investing in customer experience and the pride that comes from fostering a customer-centric culture within organizations.Torben is found on linkedin here: https://www.linkedin.com/in/torben-degn-3644093/

In this episode of the CX pod, Joanna and Merete discuss the recent International Customer Experience Awards and welcome Helge Tennø, a customer experience expert. They explore Helge's journey into the field, the evolution of customer experience, and the importance of aligning customer needs with business strategy. The conversation also touches on the role of data, the concept of the premium puzzle, and the challenges of operationalizing customer experience across organizations. In this conversation, Helge, Joanna, and Merete explore the intricacies of customer experience (CX) in organizations, discussing the importance of mapping customer needs to business value, the challenges of governance, and the role of leadership in driving CX initiatives. They emphasize the need for empowering frontline workers, the significance of data quality, and the necessity of transforming customer-centric business practices. The discussion also touches on the limitations of voice of the customer programs and the strategies for securing funding for CX initiatives. Linkedin: https://www.linkedin.com/in/helgetenno/ Helge´s own website: https://everythingnewisdangerous.medium.com/

In this episode of the CX Pod, Merete and Joanna welcome Mikkel Korn Tved, a seasoned expert in customer experience (CX) and customer-centric business development. Mikkel shares his extensive background in the industry, discussing the importance of nurturing customer relationships and the challenges companies face in truly becoming customer-centric. He highlights the significant gap between executive perceptions of customer centricity and actual customer experiences, emphasizing the need for a solid foundation of insights to drive effective CX strategies. Mikkel also discusses the critical role of leadership in fostering a customer-centric culture and the necessity of financial justification for CX initiatives. The conversation concludes with Mikkel's insights on building a customer-centric organization and the importance of treating customers according to their unique needs. In this conversation, Mikkel discusses the segmentation of companies in relation to customer loyalty, emphasizing the need for continuous improvement and the importance of understanding customer feedback through voice of customer programs. He highlights the necessity of transforming data into actionable insights and the attributes that define a truly customer-centric organization, including culture and leadership. Mikkel's linkedin: https://www.linkedin.com/in/mikkelkorntved/

In this episode of the CX pod, hosts Merete and Joanna welcome Mike Robinson, a seasoned professional in the retail and customer experience space. Mike shares his journey from a small town in Pennsylvania to becoming a key player in the retail industry, discussing his passion for sustainability and optimizing customer experiences. The conversation delves into the importance of understanding customer needs, the impact of AI on customer interactions, and the necessity of creating memorable experiences that resonate with consumers. Mike emphasizes the need for businesses to adapt to changing consumer behaviors and the role of sustainability in shaping the future of retail. In this conversation, Mike Robinson discusses the evolution of loyalty programs, emphasizing the importance of understanding customer needs and preferences. He highlights the challenges companies face in becoming customer-centric and the significance of employee experience in enhancing customer satisfaction. The discussion also covers the role of voice of the customer programs in gathering insights and the necessity of treating employees as valuable assets to ensure a positive customer experience. Link to Mikes Linkedin: https://www.linkedin.com/in/mikerobinsonsf/

In this episode of the CX Pod, Michael Killeen shares his extensive experience in customer experience (CX) and discusses the importance of defining CX, the role of employees and shareholders, and the challenges organizations face in implementing effective CX strategies. He emphasizes the need for cross-departmental collaboration, the significance of voice of the customer programs, and offers practical advice on securing funding for customer-centric improvements. The conversation highlights the evolving landscape of CX, particularly with the integration of AI and the necessity for organizations to adapt and innovate to meet customer needs. Michael is found on linkedin here: https://www.linkedin.com/in/michael-killeen-cx/