CXM Academy Podcasts

The conversation delves into the unique challenges of B2B customer experience, highlighting the fundamental differences between B2C and B2B, the organizational challenge of customer centricity, and the shift from insights to action in B2B CX. It emphasizes the importance of measuring success in B2B CX and the role of CX governance and organizational structure in driving customer-centric initiatives.

Takeaways

• B2B customer experience differs fundamentally from B2C
• Organizational challenge of customer centricity in B2B

Chapters

• 00:00 Introduction to B2B Customer Experience
• 05:04 Challenges of Applying B2C Strategies in B2B
• 11:36 Shifting from Insights to Action in B2B CX
• 22:52 CX Governance and Organizational Structure

The conversation delves into the Jobs to be Done methodology, emphasizing the importance of understanding the customer's job to be done and the common mistakes made in customer understanding. It also explores the Customer Progress Design methodology and the potential role of AI in Jobs to be Done interviews.

Takeaways

• Understanding the customer's job to be done is crucial
• Jobs to be done methodology provides a lens to look at human needs

Chapters

• 00:00 AI in Jobs to be Done Interviews

The conversation explores the concept of systems thinking and its application in understanding the whole system, emphasizing the importance of interdependencies and relationships. It delves into the friction caused by customer isolation, the significance of information, and the practical adoption of systems thinking. Additionally, it addresses resistance to systems thinking and provides a starting point for CX leaders to implement systems thinking in their organizations.

Takeaways

• Systems thinking focuses on the whole, not just the parts
• Understanding the interdependencies and relationships within a system is crucial

Chapters

• 00:00 Starting Point for CX Leaders

The conversation delves into the personalization trap, the core misunderstandings about personalization, the practical application of the personalization bow tie, the balance between data and privacy, practical steps for marketing leaders, and the use of personalization cards for practical execution.

Takeaways

• Data vs. Understanding
• The Personalization Trap

Chapters

• 00:00 The Personalization Trap
• 05:50 Core Misunderstandings
• 10:55 Practical Application of the Bow Tie
• 23:01 Balancing Data and Privacy
• 30:42 The Personalization Cards

In this conversation, Michel Stevens and Dimitri Jambé discuss the critical aspects of learning design and the impact of workshops on professional development. They explore the importance of trust in learning design and the need to optimize workshops for change rather than content coverage. Dimitri shares insights on structuring workshops for application and the future of learning design, emphasizing the role of human connection and the evolving use of AI in the learning process.

Takeaways

• Designing workshops for change
• The importance of trust in learning design

Chapters

• 00:00 The Design Problem in Workshops
• 09:06 What's in it for Me?
• 15:06 The Moment of Learning
• 23:13 Structuring Workshops for Application
• 31:47 The Future of Learning Design

Imagine a masterclass with five of the world’s leading Customer Experience minds, recorded live with an audience. That’s this episode.

We brought Michel Stevens, Mikkel Korntved, Dimitri Jambé, Dominik Olejko, and Nancy Haenen together on one stage at Dialogkonferansen 2025 for a special Christmas recording. They cut through the noise to deliver the core strategies that move the needle:

• The critical, actionable art of customer listening. • The undeniable data linking staff morale to customer satisfaction. • A persuasive framework for securing executive buy-in and budget for CX initiatives. • Candid stories and proven advice from recipients of the prestigious CX 50 award.

And so much more!

Whether you're a CX pioneer or just starting your journey, this episode packs a year’s worth of insight into one powerful session. Press play to elevate your strategy with wisdom from the global stage.

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Think your most frequent customer is your most loyal one? You're probably wrong.

This topic was so information-dense and critical, we had to make this a special double-length episode. Loyalty expert Dale W. Harrison delivers an authoritative, no-fluff masterclass that challenges outdated brand strategies.

He explains why "it's not how often someone buys your brand" that defines loyalty.

So, what is the real metric?

Dale breaks it down: True customer loyalty is measured by the "proportion of total purchases that go to a specific brand". A customer who buys from you 10 times, but only from you, can be far more loyal than a high-frequency customer who splits their purchases with your competitors.

This masterclass will teach you:

• Why "high purchase frequency does not guarantee high loyalty".
• How to properly measure loyalty by the "fraction of total purchases".
• Why your brand strategy must "focus on retaining loyal customers rather than just increasing purchase frequency".
• Using the right "customer loyalty metrics" to inform your marketing and "identify key customer segments".

At CX Master Academy, we focus on practical application and measurable results. This conversation gives you the actionable insights to stop chasing the wrong numbers and start building real loyalty.

Want to stop using outdated methods and get real results?

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Why do so many change programs fail? Leaders track budgets, timelines, and milestones, but they miss the single most important metric that predicts success.

In this authoritative, practical episode, organizational expert Anouk Devriese reveals the #1 predictor of change failure: Cultural Alignment.

She explores the direct "causal link between culture and strategy failure", using the powerful example of what happens when you force an "aggressive sales strategy" into a "clan culture"—one that "is like one big family".

The hard truth? It simply "won't work". This "cultural misalignment" is a metric you can assess, and ignoring it will lead to "strategic failures" and tank "employee morale".

At CX Master Academy, we focus on measurable, results-oriented action. This is a masterclass for leaders on how to use "understanding organizational culture" as a predictive metric before you launch your next big change.

Want more actionable insights to stop strategies from failing?

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Why do so many big transformations fail to deliver? According to organizational change expert Edward Murphy, it's because leaders are missing the single most critical component: their employees.

The best transformations aren't just pushed onto employees; they are employee-led.

In this practical, no-fluff discussion, Ed breaks down why "co-creation" is the key to success. When you "get the employees involved" from the very beginning, you don't just get buy-in; you get a deeper level of engagement, understanding, and commitment.

This is a masterclass in:

Involving employees in "strategy" and "vision" creation.

Helping teams "create how we're going to get there."

Ensuring everyone understands the "reasons behind changes."

Aligning "daily activities" with the transformation goals.

At CX Master Academy, we focus on actionable insights that deliver measurable results. This is how you stop managing change and start leading it.

Want more no-fluff, practical CX and leadership strategies?

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#CXMasterAcademy #CXM #OrganizationalChange #Transformation #EmployeeEngagement #Leadership #CoCreation #CXStrategy #ChangeManagement #PracticalExpertise #ResultsOriented

Why do so many massive, top-down transformation programs fail? We build complex frameworks and try to "persuade" people... but we forget the most important part.

In this podcast, transformation expert Jannecke Drangert-Hveding shares practical, results-oriented insights that will change your entire approach: stop trying to force change and "start small, one conversation at a time."

Jannecke explains that "real transformation begins in small conversations" because true "human alignment" is the only thing that creates lasting momentum. It's not about fighting resistance; it's about "mobilizing energy."

This is a masterclass in:

Understanding "individual motivations."

Aligning "personal goals with company ambitions."

Focusing on "connection rather than persuasion" to drive real, measurable change.

At CX Master Academy, we focus on actionable insights that deliver real-world results. This is one of them.

Want more no-fluff, practical CX and leadership strategies?

🔔 SUBSCRIBE for more world-class training that empowers you to become a strategic leader and drive customer-centric growth.

#CXMasterAcademy #ChangeManagement #CXTransformation #Leadership #Communication #EmployeeEngagement #HumanAlignment #CXStrategy #PracticalExpertise #ResultsOriented