The CXPod

In this episode of the CX pod, hosts Merete and Joanna welcome Lavrans Løvlie from former Livework Norway, now PwC to discuss the evolution of service design and its impact on customer experience. Lavrans shares his journey from industrial design to service design, the founding of Livework, and the transition to PwC. The conversation delves into the definition of customer experience, the importanc...

In this episode of the CX pod, Merete and Joanna engage with Jørgen Schüren, who shares insights from his extensive experience in customer experience (CX) technology. The conversation covers Jørgen's recent career transition, the evolution of customer experience over the past 13 years, and the importance of proactivity in customer engagement. They discuss the challenges faced by customer-centric c...

In this episode of the CX Pod, Merete and Joanna welcome Camilla Norseng, Lead CX at Lyse Tele, to discuss the intricacies of customer experience (CX) in the telecom industry. The conversation covers Camilla's background, the importance of customer exit experiences, and the shared responsibility for CX across all levels of an organization. They delve into the challenges of meeting customer expecta...

We are excited to welcome one of Canada's first customer experience experts Marc Gordon! We will be discussing the importance of viewing customer experience as a human process rather than just a business process, and Marc shares his unique perspective on customer experience, emphasizing authenticity and the need for companies to communicate effectively with their customers. The conversation also t...

For this very special episode of The CXPod, Joanna and Merete gets the tables turned at the JourneyOps event held at Telenor Norway in august 2024. Founder of JourneyOps and Spark Design, Esa Nettamo, gets to ask them their very own questions from the pods question challenge, and here you can see how they did!

In this episode, we welcome Martin Bruun Conradsen, a customer experience manager at Alfa Laval, to discuss the intricacies of customer experience management. We explore Martin's background, the importance of understanding customer needs, and the challenges companies face in delivering exceptional customer experiences. The conversation delves into the role of technology, employee experience, and t...

Meet Michael, or Michel, or is it Steven? In this lovely episode where we invite this Belgian CX enthusiast to give us his take on our question challenge! Michel also talks about what customer service truly means and how it has evolved over time. He also highlights the importance of training employees in customer experience and mentions his work training a million people through the CX Master Acad...

In this weeks episode, Stine shares her story about transitioning from working in finance to becoming part of the leadership team at a Norwegian bank. We also discuss the importance of having a strategy to attract and retain customers, even though not everyone can be a customer in Stines case, as the bank she works for is only available to certain customers. Understand why, and hear Stines take on...

Meet Jill Raff! She is all about "Insights Turning Employees Into Advocates and Customer Magnets", she is a Consultant, Speaker, Show Host, Columnist and CEO/Founder of Jill Raff Group, LLC. Jill litterally grew up at McDonalds, and is still working towards the restaurant industry with CX and EX in addition to starring in her own podcast and livestream "Riffs with Raff"! In this episode Jill under...

Meet Ulrika Jonsson, CEO of Brilliant Future! We are touching upon important subjects like customer centric culture, digitalizing the customer journey and Ulrika shares her experience with transforming the culture in Microsoft and how Brilliant Future aims to be - and is, a strategic partner for their customers. If you want to connect with Ulrika you will find her here: https://www.linkedin.com/in...

Meet Diane, probably one of the greatest CX Celebrities we have in our time, and listen as we take her trough our question challenge! With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs....

Robin might be Denmarks answer to Petter Stordalen energy-wize, and they are not that different in other aspects either! Robin booked a one way ticket to California and Silicon Valley at the age of 21 and didnt return until many years later. He has worked for companies like Matterport, Linkedin, Salesforce, WeWork to mention some, and currently he is transforming Zensai into a Customer Obsesed pla...

Katja Olilla has over 20 years of experience in B2B branding, communications and marketing. Currently she is the V of Group marketing and communications at Ahlstrom, where she is also responsible for establishing their NPS program, gaining actionable insight to operationalize improvements for their customers. Listen in to Katja giving us her take on our 13 question challenge, while we paralelly di...

What does harmony have to do with Customer and Human experience? We asked Olga Potaptseva, CX consultant and CEO at European Customer Consultancy (ECC), our 13 questions and once again we got new perspectives to them. Do not miss out on this educational episode, and also check out Olgas Linkedin and last but not least: CX panda! You will find Olga here: https://www.linkedin.com/in/olga-potaptseva/...

Melanie is the Global Partnership Leader at Kantar X Qualtrics, she is part of the Kantar CX Leadership Team and same as The CXPod's host Merete, Melanie is also a twin mum! This, and her quite different take on our 13 question challenge has made her an excellent guest at our podcast - enjoy this episode filled with laughter and great shopping tips too! PS: As we struggled a bit with delayed s...

Meet Stine, this firework of a CX enthusiast from Denmark! With a great passion for inclusive customer experiences, she touches on two of the topics that we are the absolute most passionate about here at The CXPod! Stine explains why being inclusive and taking this factor into consideration when working with customer journeys is important - for humanity and for business, and she does off course al...

Jannecke is one of, if not the most experienced CX professionals in Norway. She is the CEO of Customer C, she is a founder of NCXN, a board member, mother and a strategy consultant! We are pleased to welcome Jannecke back to the pod, this time, for our 13 question challenge! Jannecke is found here: https://www.linkedin.com/in/janneckedrangerthveding/ and to read more about Customer C: https://www....

Sandra Thompson is the first Emotional Intelligence Coach in the UK. She has been working for years with bringing Emotional Intelligence, the skill, to customer and employee experience. In this episode she has said yes to our 13 question challenge, and certainly has put her own touch on it! Enjoy! Ps: unfortunately Joanna had some issues with her sound / echo during the episode but as it is too go...

Colin Shaw is an original pioneer of  Customer Experience . LinkedIn has recognized him as one of the ‘ World’s Top 150 Business Influencers ‘, where he has over 292,000 followers and is one of the exclusive Top Voices which is the official LinkedIn influencer program. Colin’s company, Beyond Philosophy, LLC, has been recognized by the  Financial Times  as one of the leading management consultanci...

He introduces himself as what happens when a musician and pastor turns Walt Disney Imagineer turns CXO, Founder and author gets and beats cancer turns CEO to help humanize the world, one person at a time! Meet Shawn Mason from USA and hear his take on our 13 questions!

John Sills, or the yellow chair-man as we like to refer to him as, is the writer of the book Human experience; how to make life better for your customers and create a more successful organization (Book of the year 2023). He is also the Managing Partner at The Foundation. Today he is our eminent podcast guest, and has let us challenge him with our 13 questions on and about customer, or human experi...

Clare is the founder of Women in CX (WiCx) and has so much passion for CX that she created her own job and a network for women and allies around it! In this episode, she takes on our 13 question challenge and gives us her perspective on some of the most asked questions about CX in 2024. Feel free to check out Clare on Linkedin: https://www.linkedin.com/in/clare-muscutt/ And make sure to look up an...

Enjoy this teaser featuring Clare Muscott from Women in CX, who has been one of our first guests on the "new" CXPod. We have embraced video, we have changed the language to meet the requests from abroad (!) and we have made a 13 question challenge for our guests!

In today's episode, we discuss customer experience within the competitive legal and advisory business world, and what they can and need to do to deliver superior client experiences (CX). Joanna is talking about this at a Women in CX event today, therefore we found it valuable to share some of it in the pod as well, where she shares a glimpse from a case that addresses this challenge by showcas...

Who is Adrian, and is he the rebel of CX? We got to talk to this legend of a speaker and best-selling author on customer service, experience and engagement about his take on CX today, what matters and not, and not at least: Is it really possible to design an experience? A fun and engaging conversation with one of the pioneers within Customer Experience in Europe! This weeks cx position: how about...