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...

In this episode of the CX pod, Merete and Joanna welcome guest Mai Momani, a customer experience advocate with extensive experience in the financial services sector. The conversation explores the evolving landscape of customer experience, the integration of AI, and the cultural differences in customer service expectations. Mai emphasizes the importance of empathy, leadership, and operationalizing...

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...

This time, Merete and Joanna welcome Carlos Espinosa, a seasoned expert in customer experience (CX) with a rich background spanning multiple continents. The conversation delves into Carlos's journey in CX, the current trends and challenges in the field, and the transformative role of AI in enhancing customer interactions. They discuss the importance of quality assurance within CX teams and the...

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, emphasizi...

In this conversation, Merete and Joanna engage with Peter Aitken, head of customer strategy and insight at Kantar, discussing the critical role of customer experience in banking. They explore the importance of trust, current trends in customer experience, effective measurement strategies, and the relationship between marketing and customer experience. Aitken shares insights from his extensive expe...

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 communicat...

In this episode of The CX Pod, hosts Merete and Joanna welcome Adrian Swinscoe, a seasoned expert in customer experience and podcasting, and author of several books about CX including Punk CX! They discuss the evolution of the podcast, Adrian's journey in the customer experience field, the importance of authenticity, current trends, and the role of leadership in fostering a customer-centric cu...

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...

In this episode, Merete, Joanna, and Sirte Pihlaja discuss the evolving landscape of customer experience (CX) and the significant role of artificial intelligence (AI) in shaping it. Sirte, known as the 'AI whisperer', shares insights on how AI can enhance customer and employee experiences, emphasizing the need for a human-centric approach. The conversation explores the concept of 'mach...

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 sh...

In this episode of the CX pod, Merete and Joanna welcomeMiriam Agnese, the head of analytics at Allente, to discuss her journey intocustomer experience and the importance of data-driven decision-making. Miriamshares her experiences in transforming customer journeys, the significance ofcustomer journey mapping, and how data can drive meaningful change withinorganizations. The conversation also touc...

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 ex...

In this episode of The CXPod, hosts Merete and Joanna welcome Anna-Maija Tanninen, a B2B customer experience expert. They discuss the unique challenges and opportunities in B2B customer experience, the importance of customer-centricity, and the shift from reactive to predictive customer experience management. Anna-Maija shares her journey in the field, the differences between B2B and B2C, and how...

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 interac...

In today´s episode of the CX Pod, Merete and Joanna welcome Eirik Ekrann, managing director of Ipsos Norway, to discuss the intersection of customer experience, brand strategy, and media dynamics. The conversation explores Eirik's insights on political polling, the challenges of interpreting data, and the importance of curiosity in understanding customer insights. They also delve into the rela...

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 appr...

In this episode of the CX Pod, hosts Merete and Joanna celebrate the two-year anniversary of their podcast with guest Esa Nettamo. They discuss Esa's journey from design to customer experience, the importance of customer journey management, and the evolving definitions of customer experience. The conversation highlights the need for executive ownership of customer experience initiatives, the role...

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 puzzl...

In this episode of the CX Pod, hosts Merete and Joanna welcome Michael Brandt, a seasoned expert in customer experience. They discuss Michael's journey in the field, the importance of complaint management, and the role of voice of customer programs. The conversation delves into the responsibilities of organizations in managing customer experience, the challenges posed by AI, and the significance o...

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 execut...

In this conversation, Andrew Carothers from Cisco discusses the evolution of customer experience (CX) within the company, emphasizing the importance of digital transformation and the integration of AI. He shares insights on how Cisco has developed its CX function over the years, the complexities of delivering a seamless digital experience, and the collective responsibility of all employees in enha...

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 custom...

In this episode of the CXPod, hosts Merete and Joanna engage with Patrik Stoopendahl, a researcher from Lund University, to explore the evolving landscape of customer experience (CX) and its integration with technology. The conversation delves into the importance of understanding customer journeys, the role of market shaping in business strategy, and the unique challenges faced by higher education...

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 pract...