In this episode of CX Matters, host Bram De Vos brings together two leading voices in customer experience: Michel Stevens and Horst Remes. Michel brings the lens of leadership and culture, while Horst approaches CX through design, experimentation, and evidence. Together they explore the question that often sits unanswered in boardrooms: how do you turn customer experience into measurable financial impact?

They discuss why CX has historically been framed around emotions rather than business value, why linking experience to revenue and cost reduction has proven difficult, and how organizations can finally bridge that gap. From the role of strategy alignment to the cost of distrust, the conversation covers both the revenue upside of loyalty and the efficiency gains of happier customers. Michel and Horst share practical examples of redesigning processes, challenging internal assumptions, and reframing CX as a business investment just like any other.

They also explore the messy nature of ROI calculations, how to communicate value to CFOs and C-level leaders, and why CX should always start from real customer needs rather than internal logic. The result is a grounded, candid discussion on turning sentiment into evidence and experience into cash.

A sharp finale to the three-part series on customer centricity, culture, and measurable impact.

Learn how Hello Customer turns feedback into business improvements: https://www.hellocustomer.com

In this episode of CX Matters, host Bram De Vos sits down with Michel Stevens, one of the most respected voices in customer experience, to explore why culture and behavior matter far more than processes or technology. With over two decades of experience guiding organizations toward stronger customer relationships, Michel shares how real differentiation happens when companies align values, leadership, and frontline behavior.

Together they dive into why technology alone won’t make you customer centric, how culture shapes what people believe is acceptable, and why leaders must intervene in the moment to reinforce the right behaviors. Michel explains the power of storytelling, going to gemba, and uniting operational, perception, and outcome metrics so everyone speaks the same language.

They also discuss the future of CX in an AI-driven world, why “average” is becoming a commodity, and how technology can bring companies back to timeless values like sincerity, clarity, and trust. At the heart of it all is Michel’s guiding principle: when in doubt, be human.

A thoughtful conversation on the foundations of customer centricity and the cultural work required to make it real.

Learn how Hello Customer turns feedback into business improvements: https://www.hellocustomer.com

In the first episode of CX Matters, host Bram De Vos sits down with Horst Remes, founder and CEO of One Stone, to unpack the biggest myths that keep companies from delivering meaningful customer experiences.

Horst shares how his team uses a startup-style experimentation approach to redesign customer journeys, why memories matter more than experiences, and how one powerful moment can shape how customers talk about you. They challenge common beliefs like “you must be excellent everywhere” and “never make a promise you can’t keep” and explain why focusing on peace of mind can be more effective than perfect accuracy.

Together they explore psychological insight, design trade-offs, and the real role of process vs attitude. They also look ahead at how AI will shift the foundation of customer experience, making emotion and memory the new battleground for differentiation.

A smart, candid conversation for leaders who want to rethink what customer centricity actually means.

Learn how Hello Customer turns feedback into business improvements: https://www.hellocustomer.com