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.

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