CXM Academy Podcasts

In this episode, the host explores the unique experiences and cultural aspects of the Netherlands, focusing on positioning, marketing strategies, and the impact of technology on brand positioning. The conversation delves into the Dutch culture of directness, the concept of the marketing waiting room, and the challenges and opportunities presented by AI in brand positioning. The conversation covers...

Table 7 · S2 · E01 — The Art of the Ands Germany · with hosts Michel Stevens & Bram De Vos Michel and Bram packed a car in Belgium and drove eight hours into Germany to test a stereotype. Efficient. Organized. A little serious. They came back with the season's thesis instead: the best customer experiences aren't built by choosing between precision and warmth. They're built by holding on to bot...

The conversation explores the purpose of content marketing, emphasizing its role in reducing friction, increasing confidence, and deepening customer relationships. Content serves to reduce friction, increase confidence, or deepen the customer relationship

The conversation explores the distinction between AI fluency and intelligence, highlighting the impact of fluency on human perception. It also delves into the concept of trust in AI language models and the influence of clear and convincing explanations. Takeaways AI fluency influences human perception Trust in AI language models is influenced by the clarity and confidence of explanations

The conversation delves into the essence of a real CX strategy, the assessment of organizational capabilities, the challenge of pushing back on quick fixes, prioritizing CX investments, connecting CX strategy to business outcomes, and starting a CX strategy. It emphasizes the importance of customer data, analytics, and organizational alignment in building a successful CX strategy. Takeaways Real C...

The conversation explores why traditional contact center metrics, such as average handle time and service levels, often fail to reflect the real customer experience. Michel Stevens and Luke Jamieson discuss the human cost of outdated performance measures, the hidden role of technology in shaping both agent and customer outcomes, and how CX observability can help leaders see what is really happenin...

The conversation delves into the disconnect between company perception and customer experience, the misalignment of customer journeys and experiences, the understanding of the SERVQUAL model, the five dimensions of service quality, the impact of over-promising in marketing, the relevance of SERVQUAL in the era of AI and automation, and the identification and addressing of service quality gaps. Tak...

The conversation delves into the concept of experimentation as a learning engine, emphasizing the importance of high-impact experimentation culture and the balance between velocity and quality. It also explores the differences between test level metrics and program level metrics, the structuring of experimentation teams, and the challenges of breaking out of a 'testing for winners' culture. The ap...

The conversation explores the importance of a company's customer promise and the impact of trust friction on customer experience. It delves into the distinction between brand slogans and customer promises, the process of building a customer promise, and the balance between global brand consistency and local cultural relevance. Takeaways Trust friction is the most dangerous friction in any business...

The conversation delves into the evolution of customer attitudes towards data sharing, the art of survey design, the science of response scales, data quality and validation, and motivating respondents to participate in surveys. Mikkel Korntved shares insights on the relevance of data, the importance of survey design, and the impact of response scales on data quality. Additionally, he discusses the...

The conversation delves into the unique challenges of B2B customer experience, highlighting the fundamental differences between B2C and B2B, the organizational challenge of customer centricity, and the shift from insights to action in B2B CX. It emphasizes the importance of measuring success in B2B CX and the role of CX governance and organizational structure in driving customer-centric initiative...

The conversation delves into the Jobs to be Done methodology, emphasizing the importance of understanding the customer's job to be done and the common mistakes made in customer understanding. It also explores the Customer Progress Design methodology and the potential role of AI in Jobs to be Done interviews. Takeaways Understanding the customer's job to be done is crucial Jobs to be done methodolo...

The conversation explores the concept of systems thinking and its application in understanding the whole system, emphasizing the importance of interdependencies and relationships. It delves into the friction caused by customer isolation, the significance of information, and the practical adoption of systems thinking. Additionally, it addresses resistance to systems thinking and provides a starting...

The conversation delves into the personalization trap, the core misunderstandings about personalization, the practical application of the personalization bow tie, the balance between data and privacy, practical steps for marketing leaders, and the use of personalization cards for practical execution. Takeaways Data vs. Understanding The Personalization Trap Chapters 00:00 The Personalization Trap...

In this conversation, Michel Stevens and Dimitri Jambé discuss the critical aspects of learning design and the impact of workshops on professional development. They explore the importance of trust in learning design and the need to optimize workshops for change rather than content coverage. Dimitri shares insights on structuring workshops for application and the future of learning design, emphasiz...

Imagine a masterclass with five of the world’s leading Customer Experience minds, recorded live with an audience. That’s this episode. We brought Michel Stevens, Mikkel Korntved, Dimitri Jambé, Dominik Olejko, and Nancy Haenen together on one stage at Dialogkonferansen 2025 for a special Christmas recording. They cut through the noise to deliver the core strategies that move the needle: • The crit...

Think your most frequent customer is your most loyal one? You're probably wrong. This topic was so information-dense and critical, we had to make this a special double-length episode. Loyalty expert Dale W. Harrison delivers an authoritative, no-fluff masterclass that challenges outdated brand strategies. He explains why "it's not how often someone buys your brand" that defines loyalty. So, what i...

Why do so many change programs fail? Leaders track budgets, timelines, and milestones, but they miss the single most important metric that predicts success. In this authoritative, practical episode, organizational expert Anouk Devriese reveals the #1 predictor of change failure: Cultural Alignment. She explores the direct "causal link between culture and strategy failure", using the powerful examp...

Why do so many big transformations fail to deliver? According to organizational change expert Edward Murphy, it's because leaders are missing the single most critical component: their employees. The best transformations aren't just pushed onto employees; they are employee-led. In this practical, no-fluff discussion, Ed breaks down why "co-creation" is the key to success. When you "get the employee...

Why do so many massive, top-down transformation programs fail? We build complex frameworks and try to "persuade" people... but we forget the most important part. In this podcast, transformation expert Jannecke Drangert-Hveding shares practical, results-oriented insights that will change your entire approach: stop trying to force change and "start small, one conversation at a time." Jannecke explai...

Ever launched a CX transformation with a big bang, only to watch it… fizzle out? You're not alone. It’s that “painfully familiar scenario”: the kickoff is energizing, but six months later, everyone reverts to old behaviors, and your big initiative quietly fades into the background. It’s one of the most frustrating realities in CX. But why does it happen? And how do you finally make change stick? I...

Across the globe people are measuring the customer experience with metrics like Net Promoter Score , Customer Satisfaction, or Customer Effort Score. These are very good metrics to measure the perception a customer has as they effectively measure the (perceived) Value for the Customer. What these don’t tell is what the Value for the Business, all the while organizations want to understand this. Th...

"We put the customer first", "we are customer-centric" and "we listen to our customers" are promises often heard among management. But what's behind these promises? Unfortunately, you often don't have to dig deep under the surface to reveal lack of action and consequences behind promises. The customers feel disappointed, the employees don't believe it, and management wonders: why did all the good...

You've put in the work, you've crunched the numbers, you've built the perfect dashboard and yet nothing changes. Your brilliant insights are dying a silent death on a PowerPoint slide. The numbers speak to you but they're mute to the rest of the room. You've spent countless hours in the data trenches, and the story you've uncovered is crystal clear to you. But when you present your findings, you g...

Anchor yourself in Oslo for a very special episode of Table 7, recorded live at the historic Fram Museum—home of the famed polar exploration ship, the Fram. Join your host Michel Stevens as he navigates the evolving waters of customer experience with three of Norway's most esteemed CX pioneers: Helge Tennø, Jannecke Drangert-Hveding and Janine Hess In this episode, we explore: 🌊 Why Norway's digi...