The CX Podcast

In my recent deep dive into Airbnb's customer experience (CX) philosophy, I've been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical lessons from Airbnb's CX strategy that exemplify why Brian is revered as a formidable leader in customer-centric innovation, a true "Customer Leader" as described by experts Rudy M...

Welcome to CX Update #18! I am taking you to Disneyland Paris for an interesting story on the importance of mental flexibility. And do you want to know which much-heard reaction I’m allergic to? And what I think is so interesting about Victoria’s Secret CX? Listen to the podcast.

It’s a wrap for 2023, but what’s in store for CX in 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests coming over for dinner … and why a personal visit from a customer service specialist might be in the cards. Explore 10 game-changing trends that will impact customer experience in the year(s) to come – and...

Neuhaus chocolates turned the idea of customer loyalty upside down, cleaning company CSU introduced a special phone case to motivate employees and improve customer culture, while AG Insurance did a great job collecting valuable direct customer feedback. Enjoy the new update, everyone!

Welcome to a new CX Update! In this episode: why do we use the scary word ‘frontline’ for such a happy place? Personal AI assistants could be the next big thing in CX, and Patagonia took the promise of lifetime guarantee to an amazing new level. Also, on a more personal note: my new book ‘Diamond in the Rough’, a how-to guide for customer culture, is coming out next week!

Thanks for tuning in to a new CX Update! I’ve got a great story about the CEO of Airbnb who took matters into his own hands to discover the CX of his company. And have you heard about Disney’s inspiring non-negotiable rules? Watch the video and find out!

Welcome to CX Update #13 everyone! In this episode I’m sharing my views on how AI will change the way customers take buying decisions. The filter of AI will have a huge impact on the brands we choose! I'm also explaining why you shouldn't always take feedback literally, and Whitney Houston is helping me to make another important point about CX. Enjoy the update!

Welcome to CX Update #13 everyone! In this episode I’m sharing my views on how AI will change the way customers take buying decisions. The filter of AI will have a huge impact on the brands we choose! I'm also explaining why you shouldn't always take feedback literally, and Whitney Houston is helping me to make another important point about CX. Enjoy the update!

Welcome to CX Update #12! I’m sharing some great examples of community creation I saw on my latest trip to LA and of course I’m talking about the #1 tech topic at the moment: ChatGPT and the role of humans in an AI-based world. Because, believe me: humans will always have a big value in CX. Enjoy!

Welcome to my CX Update #11! I’m talking about the new phase of personalization we’re in — and guess what: AI has a lot to do with it. And speaking of AI: here are my 5 ways to use ChatGPT to improve your customer experience. Enjoy!

I’m talking about a fantastic CX philosophy at the Louvre, the new friction hunt at Disney parks, BMW impressing me at #CES23 with a groundbreaking interface on their new concept car and the most popular shopping app in the world right now: Temu. Enjoy!

In episode #9 of CX Update I introduce the never normal customer, shaped by 4 important changes in our society. I also explain how a strong customer culture can boost innovation and I talk about the power of micro-decisions. Enjoy!

Let’s take a trip to the future, with my 10 most important CX trends for 2023: from the Top Guneffect to a new loyalty philosophy and from TikTok-ising your interface to ambient intelligence. Which ones do you think will have the biggest impact?

It’s time for another CX Update! In episode #8 I’m talking about what I call the ‘90% tech experience’ (and why tech is no longer the Holy Grail), I explain how you can have a positive impact on the world through your customers and I discus the value of the experience vs. the product. Enjoy the show!

Welcome to CX Update #7! In this new CX Update I talk about how you can be more efficient as a company without having to save on customer experience. I also illustrate the amazing effect of the Open Door Button philosophy and explain how overpromising and a lack of communication can ruin your customer's experience. Enjoy!

Welcome to CX Update #6! In this episode you'll find out what I mean by the ‘Top Gun effect’ in customer experience. I also explain how companies can create a strong customer culture and why I believe it’s time to introduce the TikTokization of our interfaces. Time for a summer break now, see you in September!

I had a great talk with Alexis Lebedoff, the Country Director of Meta Belgium. Ten years after opening the Facebook offices in Belgium, it’s been a quite a ride with lots of exciting changes and challenges along the way. In this podcast episode Alexis tells me what he learned in that time and he talks about the huge impact of the Facebook-to-Meta transition and the company’s fascinating vision of...

In episode 5 of my CX Update I’m dealing with a question that many people ask me: what should we do about our CX in times of inflation and budget cuts? In this video, I’m sharing my short-run and long-run solutions. I’m also talking about new ways of customer loyalty, with a great example by Lululemon, and I illustrate the difference between being a tech company and a company that uses tech to bec...

Welcome to episode 4 of my CX Update! This month I’m talking about Waitographers, which I believe is a fantastic CX example by the Hilton hotels. I’m also taking a critical look at Web3 and the Metaverse today and I’d like to share a great book on CX with you all: the Power of Moments. Hope you enjoy!

Thanks for tuning in to episode 3 of my CX Update video! I’m taking you all to Dubai this month, to illustrate the power of CX in between touchpoints, and how you can really make a difference there. I’m also discussing some of the endless opportunities of Web3 and I’m taking a closer look at companies that speak up about what’s going on in the world and try to make that a part of their customer jo...

New podcast! I had a great talk with Tom Roelens, the General Manager and Senior Vice President of Operations Atlantis Dubai. With more than 25 years of experience in senior leadership roles in the international hospitality industry, Tom is an expert when it comes to creating ground-breaking customer experiences., Since 2020, Tom is at the head of Dubai’s most bold and innovative resorts, Atlantis...

Welcome to the second episode of CX Update, my new monthly overview of interesting, inspiring and extraordinary CX stories. In this month’s show I talk about how companies like Enjoy are exploring a new frontier in retail: the consumer’s home. I also share some great examples of organisations that use their CX to create a positive change in the world, and I take a look at some of the cool things t...

What a pleasure to talk to Ron Johnson, Enjoy's CEO and co-founder whom I greatly admire. I've mentioned his extremely interesting retail concept - a mobile retail story - already in many of my keynotes. In this podcast, Ron and I discuss the ‘Commerce at Home’ trend and what makes the CX of Enjoy so unique. Instead of wanting you to visit their stores, brands bring the store to your doorstep. As...

Welcome to the first episode of my new monthly video: CX Update! In this new format, I’ll be sharing CX stories that strike or inspire me. I'm starting off with how removing barriers is essential to offer real innovation, why a mix of convenience and entertainment is the future of CX, the impact of employee shortages on the delivery model and the crucial difference between customer empathy and cus...

In this episode of Steven’s Week: Nike’s virtual adventure continues with the acquisition of digital fashion startup RTKFT, US consumers like the idea of super-apps and Google is showing its strong AR ambitions. Thanks for watching!