The CX Lens: Rethinking leadership through the customer lens

Not all CX lessons come from dashboards. Some come from dead parrots, exploding printers, and customers who think the CD tray is a cup holder. In this short episode of The CX Lens , we explore the funny, bizarre, and totally real stories that remind us: customer experience is deeply human — and often hilariously illogical. We reflect on why humor isn't just a distraction — it's a strategy.

  What This Episode Is About: 2025 was the year AI got serious — and customer trust got shaky. In this special extended episode,  The CX Lens  dissects the forces reshaping customer experience: from agentic AI and predictive support to the rising cost of losing the human connection. With insights drawn from 58 expert sources, we explore what defined CX leadership this year — and what’s next. This...

🪞 What This Episode Is About: What happens when you run an industrial-scale operation — but every mishap feels deeply personal? This episode unpacks the paradox at the heart of air travel: balancing relentless efficiency with real empathy. From lost bags and delayed flights to loyalty points and profit margins, we explore how airlines can turn operational friction into moments of trust — and why...

🪞 What This Episode Is About: Behind every memorable customer experience is often a frontline employee who went off-script. In this episode, we explore how Ritz-Carlton, Four Seasons, and Airbnb Luxe design for trust, not just control—empowering staff to improvise, personalize, and create extraordinary moments that no checklist could predict. Because in high-stakes service, the difference between...

🪞 What This Episode Is About: Is it possible to delight millions—without becoming mechanical? In this episode, we go behind the scenes of the world's most iconic theme parks to explore how brands like Disney, Universal, and Europa-Park deliver consistent magic at massive scale. It's not just logistics—it's leadership. From scripted surprises to spontaneous moments, we ask: how do you...

🪞 What This Episode Is About: Artificial Intelligence isn’t just transforming how we serve customers—it’s redefining what service is . In this episode, we explore how AI is shifting customer experience from reactive to predictive, from scripted to hyper-personalized, and from human-led to human–machine collaboration. But as AI grows smarter and more empathetic in tone, a deeper question arises: W...

🪞 What This Episode Is About: The Net Promoter Score was supposed to be the one number to rule them all. But as more leaders look beneath the surface, a question emerges: has our obsession with NPS made us forget what it was meant to serve—understanding the customer? In this episode, we explore the rise, misuse, and rebirth of NPS. It’s not about abandoning the metric, but about moving from score...

🪞 What This Episode Is About: While the world rushes toward frictionless convenience, LEGO has built a different path—one brick at a time. In this episode, we explore how LEGO’s customer experience model thrives on tactile play, intentional constraints, and a philosophy that says: effort matters. With initiatives like LEGO Insiders, sustainability campaigns, and inclusive retail experiences, LEGO...

No Rivals, No Excuses: Leading CX in the Public Sector 🪞 What This Episode Is About: Public services don’t compete. Citizens can’t switch providers. So how do public leaders drive great experiences without the push of market pressure? In this episode, we unpack the paradox at the heart of public sector CX: limited choices, but unlimited responsibility. From infrastructure breakdowns to human dign...

🪞 What This Episode Is About: We love to say “everyone owns the customer.” But in most organizations, that really means no one does. In this sharp and provocative episode, we explore the dangerous comfort of outsourcing customer experience—not just to vendors, but to silos, systems, and internal excuses. From Klarna’s AI reversal to B2B blind spots, we examine what happens when leadership disappe...

In this episode of The CX Lens , we delve into the evolving landscape of B2B customer experience management (CXM) as we approach 2025. With CX becoming a pivotal differentiator, B2B organizations face the challenge of delivering value across complex customer journeys involving multiple stakeholders. We explore strategic CXM archetypes, the impact of emerging technologies like AI and blockchain, an...

What looks like a tech reversal is often a leadership reckoning. Klarna made global headlines when it slashed human support jobs in favor of AI—only to later rehire. But this isn’t a story of retreat. It’s a mirror for every leader chasing efficiency. When fast isn't enough, when empathy can’t be faked, when trust starts slipping… how do you steer? Klarna’s pivot reveals something deeper about...

What if the “magic” of Disney wasn’t magic at all? In this episode, we unpack the carefully engineered reality behind Disney’s customer experience playbook. From obsessing over details to empowering employees as performers, Disney has turned process into enchantment. But here's the tension: can modern leaders replicate this without falling into the trap of surface-level mimicry? Or worse—thinking...

What happens when a podcast is fully created by AI — but led by the customer perspective? In this short introduction, we unpack what The CX Lens is all about: a weekly, AI-generated podcast curated by CX strategist Ludo Raedts, designed for leaders who believe customer experience isn’t just a function — it’s a lens that reshapes how we lead. You’ll hear how tools like NotebookLM and Perplexity are...