The CXPod

🙏 Thank You for an Incredible 2024 As we wrap up the year, we’re deeply grateful for everyone who has been part of The CXPod journey—our inspiring guests, our loyal listeners, and the growing CX community across the globe. Your support and engagement mean everything. This year, we explored topics like AI, Personalisation, Operationalising CX, Governance, and the growing importance of authenticity in CX. These conversations have been as enlightening as they’ve been inspiring, and we’re excited to continue bringing value to you in 2025. 🌟 Here's to learning, growing, and creating better experiences together! #cx #customerexperience #cxcommunity

What a way to end the Season on The CXPod with our guest Esa Nettamo. A huge thank you to you, Esa, for sharing your knowledge on Journey Management with us. "Customer journey management adds the journey layer on top of the silos, making sure every part of the organisation works together to deliver seamless experiences.”

What Netigate said!

In this week’s episode, we dive into Helge Tennø’s journey into the world of CX, exploring how customer experience has evolved and why aligning customer needs with business strategy is critical. Together, we discuss the role of leadership, the power of data, and the challenges of operationalising CX across organisations. Thank you, Helge, for a great conversation!

Customer journey management adds the customer journey layer on top of the silos. It nominates a person to own the journey experience, orchestrating the work within the silos. #customerjourneymanagement #journeyorchestration #crossfunctionalcollaboration #customerexperience https://lnkd.in/dKZbkZJ6

This week, we chatted with Michael Brandt, CCXP, about transforming complaints into opportunities and building a customer-centric culture. ✅ Communication is 75% of complaint resolution. ✅ Consistency beats constant “wow” moments. ✅ AI needs purpose, not just hype. Thank you, Michael, for sharing your CX golden nuggets with us on The CXPod!

CX isn’t a power game. It’s about embracing a holistic approach. https://lnkd.in/d27WGZaQ #cxmindset #cxleadership #cxshorts

In this week's CXPod episode, Merete Medle and Joanna Carr CXAD (dip) chat with Mikkel Korntved, a seasoned customer experience and business development expert. Mikkel shares his insights on building a truly customer-centric organisation, addressing the gap between executive perceptions and customer experiences. He emphasises the importance of strong leadership, actionable customer insights, and financial justification for CX initiatives. Read on or listen in for a deep dive into customer loyalty, segmentation, and creating a culture that puts customers first. #customerexperience #cxstrategy #customerloyalty #customercentricity #leadership #voiceofthecustomer

The leaders making the greatest impact on customer experience are those reporting directly to the CEO or even The Board of Directors! https://lnkd.in/dzbcU_Ar #customerexperience #leadershipimpact #cxexcellence

How did Cisco win the Best Digital Customer Experience award at the European Customer Experience Awards 2024? Andrew Carothers, CCXP, reveals it’s about more than just adopting AI or going digital—read on to discover how they did it...