CXM Academy Podcasts

Ever launched a CX transformation with a big bang, only to watch it… fizzle out?

Across the globe people are measuring the customer experience with metrics like Net Promoter Score , Customer Satisfaction, or Customer Effort Score. These are very good metrics to measure the perception a customer has as they effectively measure the (perceived) Value for the Customer.

What these don’t tell is what the Value for the Business, all the while organizations want to understand this. These metrics don’t tell either is what the context was

And yet, this is where the key lies. This is one of the traps people have when they create surveys.

Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extraordinaire pairs up with Frances Chapireau, Founder, Customer Experience Consultant and Facilitator of the LEGO®️ SERIOUS PLAY®️ Method. Together they dive into common issues when performing surveys and what you need to pay attention for. A good half an hour of your time, but a lifetime of wisdom (and better surveys) guaranteed!

"We put the customer first", "we are customer-centric" and "we listen to our customers" are promises often heard among management. But what's behind these promises?

Unfortunately, you often don't have to dig deep under the surface to reveal lack of action and consequences behind promises. The customers feel disappointed, the employees don't believe it, and management wonders: why did all the good intentions fail?

The answer: Simply because it's not sufficient to have "good intentions" when putting Customer Experience on the agenda. Customer Experience must show financial value if you wish to ensure full backing from management and the rest of the organization.

Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extravaganza meets Daniël Granja Baltazar, B2B CRO expert of Vodafone Business and uncovers the secrets on how you can transform your surveys to cold, hard cash. Or, at the very least, conversions.

You've put in the work, you've crunched the numbers, you've built the perfect dashboard and yet nothing changes. Your brilliant insights are dying a silent death on a PowerPoint slide.

The numbers speak to you but they're mute to the rest of the room. You've spent countless hours in the data trenches, and the story you've uncovered is crystal clear to you. But when you present your findings, you get a blank stare and a polite nod, and then your insights quietly fade into the background. Your hard work just became part of the digital wallpaper.

We’re getting into the nitty-gritty with data storytelling maestro, Brent Dykes. For those of you who don't know him, he's the guy who literally wrote the book on how to make data influential. As a consultant, speaker, and author, he's helped countless organizations turn their data into powerful, persuasive narratives that actually drive decisions. He'll show us how to make sure our numbers don’t just have something to say, but that they scream. We’ll talk about how to stop hiding your main findings and start making them impossible to ignore. Because, as Brent knows, if your data isn’t sparking a conversation, it’s not data, it’s just noise.

This is a show for anyone who has ever felt their insights were invisible. Stop just showing your work; start selling it. Because the best ideas in the world are useless if they can't make it past the first slide. It’s time to move your work from a nice-to-have report to the business-changing truth it was always meant to be.

Brent Dykes is the author of Effective Data Storytelling: How to Drive Change with Data, Narrative, and Visuals. He has over 15 years of experience as a consultant, where he has consulted with major companies such as Microsoft, Sony, Nike, and Amazon. In addition to his books, Brent is a frequent speaker at data conferences and workshops worldwide. He evangelizes the need for data storytelling by presenting at conferences, speaking on podcasts, and publishing LinkedIn posts, blog content, and Forbes articles.

Anchor yourself in Oslo for a very special episode of Table 7, recorded live at the historic Fram Museum—home of the famed polar exploration ship, the Fram.

Join your host Michel Stevens as he navigates the evolving waters of customer experience with three of Norway's most esteemed CX pioneers: Helge Tennø, Jannecke Drangert-Hveding and Janine Hess

In this episode, we explore: 🌊 Why Norway's digital-first society sets sky-high customer expectations. 🤖 The real-world balance between AI-driven efficiency and human-centric design. 📖 How powerful storytelling builds belonging in a commoditized world. ⏳ Why time is the ultimate currency for today's consumers. 🧠 The "data trap"—why companies are collecting metrics but missing true human insight.

Plus, we play a game to invent a new word for rediscovering the wheel! Tune in for a conversation filled with authentic stories, practical strategies, and a unique Nordic perspective on putting the customer first.

Listen now!

In this episode of "Table Stakes," host Michel Stevens dives into the world of entrepreneurship within customer experience. Joined by experts Elles, Bartek Lechowski, and Anna-Maija Tanninen, they explore the highs and lows of taking the entrepreneurial leap.

From the skills needed beyond expertise to the mindset that can make or break your journey, this conversation uncovers the raw truths of forging your own path. Whether you're considering freelancing, launching a consultancy, or leaving the traditional nine-to-five, this episode offers invaluable insights and advice for those ready to bet on themselves.

Tune in for an honest discussion about the realities of entrepreneurship and the courage it takes to succeed.

This month on Table Seven, we’re unpacking how Bulgarian businesses are navigating the digital age – where customer expectations meet old-school charm. (Yes, we did discuss why McDonald’s kiosks haven’t caught on here. Turns out, we still like a human touch.) Join us for insights on: * The self-service dilemma – When efficiency clashes with "but I want someone to hand me my fries" * AI’s awkward phase – Why chatbots haven’t quite won us over (yet) * The workforce behind the magic – How to keep both employees and customers happy (it’s harder than it sounds) With expert perspectives from: 🔹 Ralitsa Zaharieva, MCIM (Head of Customer Experience and Marketing, Postbank (Eurobank Bulgaria AD)) – On bridging digital and human interactions 🔹 Irina “Mateeva” Hollatz (WFM Transformation Consultant & Founder at rightWFM) – Why scheduling isn’t just "math with consequences" 🔹 Iliyan D. (Grand Master of re:do) – The tech upgrades customers actually want

This episode is so packed with insights, even our AI bots needed a coffee break. A few Takeaways: ✅ Trust in finance? More like "trust but verify… with ChatGPT." ✅ The best CX starts with hiring people who 𝒍𝒊𝒌𝒆 people. ✅ The secret sauce behind "human magic" in CX ✅ And so much more Starring Dominik Olejko, Paulina Garstka, Bartek Lechowski and Michel Stevens Watch the episode... before your competitors do. 😉

Culture & Connection: How Culture Shapes Customer Experience in Belgium

Is your customer experience strategy stuck in a one-size-fits-all approach? Or do you assume that digital transformation alone will solve your CX challenges? Time for a reality check.

Join Michel Stevens in the second episode of Table 7 at Antwerp’s breathtaking Botanic Sanctuary—a former monastery turned luxury hotel—where he sits down with three Belgian CX visionaries:

• A customer service alchemist who turns frustrated calls into loyal relationships (Dimitri)
• A multidisciplinary business designer who blends data, rugby, and homemade hot sauce into customer solutions (Koen)
• A marketing leader who treats customer feedback like her morning coffee—essential and energizing (Anne-Laura)

Together, they unpack how Belgium’s unique cultural mosaic—172 nationalities, three languages, and centuries of trade—demands a fresh approach to CX. You’ll learn:

* Why listening to real customer calls is more powerful than any dashboard * How Belgian businesses balance digital convenience with human connection * What kung fu schools and lion dances teach us about community-driven experiences * When failing (spectacularly) can actually boost customer loyalty

No theoretical fluff—just real stories, surprising insights, and actionable ideas from the heart of Europe. Because in CX, as in Belgian beer, the best flavors come from thoughtful blending.

Served with a side of Antwerp charm and a dash of irreverent humor.

Michelin Stars & Marketing Minds