What if the “magic” of Disney wasn’t magic at all? In this episode, we unpack the carefully engineered reality behind Disney’s customer experience playbook. From obsessing over details to empowering employees as performers, Disney has turned process into enchantment. But here's the tension: can modern leaders replicate this without falling into the trap of surface-level mimicry? Or worse—thinking that culture alone will conjure CX excellence? We explore what’s replicable, what’s not, and what leaders must truly internalize to lead customer-first organizations.

What happens when a podcast is fully created by AI — but led by the customer perspective?

In this short introduction, we unpack what The CX Lens is all about: a weekly, AI-generated podcast curated by CX strategist Ludo Raedts, designed for leaders who believe customer experience isn’t just a function — it’s a lens that reshapes how we lead.

You’ll hear how tools like NotebookLM and Perplexity are used to generate each episode, how a custom GPT assistant challenges the process, and why this series skips the fluff to focus on sharp, customer-centric insight.

No human voice recordings. No generic leadership talk. Just AI storytelling with strategic intent.

Welcome to the lens.