The CXPod

In this episode of The CX Pod, hosts Merete and Joanna welcome Adrian Swinscoe, a seasoned expert in customer experience and podcasting, and author of several books about CX including Punk CX! They discuss the evolution of the podcast, Adrian's journey in the customer experience field, the importance of authenticity, current trends, and the role of leadership in fostering a customer-centric culture. Adrian shares insights on the significance of data and storytelling in customer experience, the challenges organizations face in becoming customer-centric, and his vision for the future of CX.

The conversation concludes with Adrian reflecting on impactful moments in his career and the importance of doing what makes you happy.

Adrian is found here: https://www.linkedin.com/in/adrianswinscoe/?originalSubdomain=uk

In this episode of The CXPod, Merete and Joanna welcome Bruce Temkin, a thought leader in customer experience and AI. The conversation explores the intersection of technology and humanity, discussing how AI can enhance customer experiences while maintaining a human-centric approach. Bruce shares insights on the importance of understanding customer needs, the limitations of traditional metrics like NPS, and the future of leadership in creating human-centric organizations. The discussion emphasizes the need for empathy, connection, and the role of AI in supporting these goals.

Link to Bruce on Linkedin: https://www.linkedin.com/in/brucetemkin/

Humanity at scale: https://humanityatscale.substack.com/

In this episode, Merete, Joanna, and Sirte Pihlaja discuss the evolving landscape of customer experience (CX) and the significant role of artificial intelligence (AI) in shaping it. Sirte, known as the 'AI whisperer', shares insights on how AI can enhance customer and employee experiences, emphasizing the need for a human-centric approach. The conversation explores the concept of 'machine customers' and their implications for businesses, highlighting the necessity for companies to adapt their strategies to accommodate these digital entities. The episode also touches on the importance of creativity in CX and the ongoing efforts to grow the Customer Experience Professionals Association (CXPA) in Finland. In this conversation, Sirte Pihlaja discusses the transformative impact of AI on customer service, emphasizing the need for businesses to adapt to AI-driven customer interactions. She highlights the importance of creating effective digital assistants and leveraging AI for customer insights, while also addressing the role of AI in promoting inclusivity and accessibility. The discussion culminates in reflections on achievements in customer experience and the collaborative efforts to enhance human connections through technology.

Read more about Sirte and her work on the following links:

Website:
www.shirute.fi/en

You can follow Sirte on social media:
LinkedIn: https://www.linkedin.com/in/sirte I Follow me on LinkedIn
Instagram: https://www.instagram.com/sirteace
Facebook: https://www.facebook.com/shirute
Interested in AI, Agentic AI, Machine Customers, Digital Assistants and AI Twins?:

www.machinecustomers.fi I www.koneasiakkaat.fi (Digital Assistants Experience Report)www.aiexperience.fi (The AI Experience Podcast)

Talk with my AI Twin (Sirte AI)bit.ly/cx5book (The CX5 Book)
CX and CEM Benchmark:
www.shirute.fi/en/cemwww.cxmasterclass.fibit.ly/cx3book 

(The CX3 Book)

LEGO Serious Play & Creativity:

www.cxplay.fi I www.tosileikki.fibit.ly/cx2book (The CX2 Book)

In this episode of the CX pod, Merete and Joanna welcome CarinaDalquist Valbøll, the Nordic head of customer service at SATS, to discuss theunique challenges and strategies in the fitness industry. The conversationcovers personal anecdotes, the transition from telecom to fitness, drivingmembership engagement, the importance of community, and the role of AI inenhancing customer service.

Carina shares insights on maintaining motivation amongmembers, the significance of company culture, and the challenges of adoptingnew technologies in a competitive landscape. In this conversation, the speakersdiscuss the importance of understanding customer needs and the role of AI inenhancing membership experiences. They explore the future of customer service,the ethical responsibilities surrounding body image, and the significance ofdata insights in decision-making. The conversation also touches on pricingstrategies, customer loyalty, and the impact of economic changes on businessoperations. Finally, they reflect on leadership during crises and theimportance of maintaining a strong team culture.

Follow Carina here: https://www.linkedin.com/in/carina-cecilia-dalquist-valb%C3%B8ll-57b1b8/

In this episode of the CX pod, Merete and Joanna welcomeMiriam Agnese, the head of analytics at Allente, to discuss her journey intocustomer experience and the importance of data-driven decision-making. Miriamshares her experiences in transforming customer journeys, the significance ofcustomer journey mapping, and how data can drive meaningful change withinorganizations. The conversation also touches on the balance between technologyand human interaction in enhancing customer experiences.

The episode also delves into the intricacies of customerexperience (CX) programs, emphasizing the importance of operationalizing theseinitiatives effectively. They discuss the role of technology, particularly AI,in enhancing customer engagement and the challenges posed by survey fatigue.The conversation highlights the need for companies to build trust in acompetitive landscape, focusing on customer retention over acquisition. Theintegration of voice of the customer into journey mapping is explored, alongwith the adoption of new technologies. The episode also touches on the futureof AI in CX, emphasizing hyper-personalization and the balance between digitaland human interactions.

If you want to follow Miriam on LInekdin, she is foundhere: https://www.linkedin.com/in/miriamagnese/

In this episode, Merete, Joanna, and Gitana Veličkaitė-Remeikienė discuss the evolving landscape of customer experience (CX), sharing personal stories and insights. Merete opens with a positive customer experience story, highlighting the importance of understanding customer needs. The conversation transitions to Gitana's background and her efforts to raise awareness of CX in Lithuania. They explore the operationalization of customer insights, the impact of AI on CX, and the balance between digital transformation and human interaction. The episode concludes with reflections on the importance of customer experience in business strategy and memorable moments in the field.

Gitana is found here: https://www.linkedin.com/in/gitanavelickaite/

In this episode of The CXPod, hosts Merete and Joanna welcome Anna-Maija Tanninen, a B2B customer experience expert. They discuss the unique challenges and opportunities in B2B customer experience, the importance of customer-centricity, and the shift from reactive to predictive customer experience management. Anna-Maija shares her journey in the field, the differences between B2B and B2C, and how companies can better operationalize customer insights. The conversation also touches on the evolving role of voice of the customer and the future of customer experience measurement and the ladies discuss the upcoming Nordic B2B CX Conference in Copenhagen on the 9th of april 2025. Link to the conference: https://b2bcxnordic.com/Link to Anna-Maijas Linkedin: https://www.linkedin.com/in/amvuorio/

In this episode of The CXpod, Joanna, Merete, and Ronny Ellefsen discuss the evolving landscape of customer experience, focusing on the importance of qualitative insights, the challenges of integrating AI, and the necessity of understanding customer needs. Ronnie shares his journey from design to consulting, emphasizing the value of user testing and the insights gained from direct customer interactions. The conversation also touches on the pitfalls of relying solely on quantitative data and the need for a balanced approach to customer feedback. In this conversation, Ronny shares insights on transformative customer experiences, the future of customer experience with AI, and the balance between data privacy and innovation. He emphasizes the importance of understanding customers and creating value through design. The discussion also touches on the impact of AI on customer experience and the need for transparency in data usage.

Ronny is found here: Ronny Ellefsen | LinkedIn

In today´s episode of the CX Pod, Merete and Joanna welcome Eirik Ekrann, managing director of Ipsos Norway, to discuss the intersection of customer experience, brand strategy, and media dynamics. The conversation explores Eirik's insights on political polling, the challenges of interpreting data, and the importance of curiosity in understanding customer insights. They also delve into the relationship between brand strategy and customer experience, emphasizing the need for consistency and authenticity in messaging. Finally, the discussion touches on the media's tendency to focus on negative news and its impact on public perception.

The conversation also explores the importance of positivity in public discourse, the evolution of customer experience, and the need for distinctive brand strategies. Eirik, Merete and Joanna discuss how organizations can align their brand strategies with customer experiences to create meaningful interactions and they emphasize the role of leadership in fostering a customer-centric culture and the significance of delivering valuable insights to clients.

The episode concludes with reflections on generational interactions and the positive aspects of modern communication.

If you want to follow Eirik on linkedin, you find him here: https://www.linkedin.com/in/eirik-ekrann-600ab022/

In this season 4 premiere episode (!), Joanna and Merete discuss the upcoming Nordic B2B Customer Experience Conference with Torben Degn, CEO of Customer Agency. They explore the evolution of customer experience in B2B, the importance of data, and the need for continuous improvement in customer experience programs. The conversation highlights the shift from product-centric to customer-centric approaches in B2B companies and the growing recognition of customer experience as a vital component across all organizational functions. The episode also delves into the intricacies of customer experience (CX) and its pivotal role in business strategy. They discuss the importance of defining what constitutes a superior customer experience, aligning organizational goals with customer needs, and empowering frontline employees to make impactful decisions. The conversation also touches on the future of CX, emphasizing the need for companies to focus on existing methodologies rather than chasing new buzzwords. Ultimately, they highlight the competitive advantages that come from investing in customer experience and the pride that comes from fostering a customer-centric culture within organizations.

Torben is found on linkedin here: https://www.linkedin.com/in/torben-degn-3644093/