This episode with Maik Medzich is all about the question how to spread a customer centric culture throughout a (very) large corporate. Maik talks about the CX navigator community that he started within Deutsche Telekom and how it came to be the succes it is today. We also discuss the big topic of dealing with uncertainty and how to give people the confidence to act.

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EPISODE GUIDE

2:05 - First encounter with Service Design.

4:08 - Why did we setup the CX navigator community?

12:49 - When will we achieve the mindset change?

21:11 - How can we overcome the hurdle of uncertainty?

28:40 - Big question: how can we help projects deal with uncertainty?

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