The CXPod

In this episode of the CX Pod, hosts Merete and Joanna celebrate the two-year anniversary of their podcast with guest Esa Nettamo. They discuss Esa's journey from design to customer experience, the importance of customer journey management, and the evolving definitions of customer experience. The conversation highlights the need for executive ownership of customer experience initiatives, the role of quality assurance, and the skills required for effective customer journey management. The episode emphasizes the significance of understanding both customer and business perspectives in creating seamless experiences. In this conversation, the speakers delve into the complexities of customer experience, emphasizing the need for organizations to bridge silos and foster collaboration across departments. They discuss the challenges of understanding customer centricity, the importance of accurate customer insights, and the role of voice of the customer programs in enhancing customer experience. The conversation also explores the transformative impact of technology, particularly AI, on customer interactions and the future of customer experience management.

Esa´s linkedin: https://www.linkedin.com/in/nettamo/

In this episode of the CX pod, Joanna and Merete discuss the recent International Customer Experience Awards and welcome Helge Tennø, a customer experience

They explore Helge's journey into the field, the evolution of customer experience, and the importance of aligning customer needs with business strategy. The conversation also touches on the role of data, the concept of the premium puzzle, and the challenges of operationalizing customer experience across organizations. In this conversation, Helge, Joanna, and Merete explore the intricacies of customer experience (CX) in organizations, discussing the

 Linkedin: https://www.linkedin.com/in/helgetenno/

Helge´s

In this episode of the CX Pod, hosts Merete and Joanna welcome Michael Brandt, a seasoned expert in customer experience. They discuss Michael's journey in the field, the importance of complaint management, and the role of voice of customer programs. The conversation delves into the responsibilities of organizations in managing customer experience, the challenges posed by AI, and the significance of change management. Michael shares insights on creating a customer-centric culture, the balance between innovation and consistency, and the future of voice of customer initiatives. The episode concludes with practical advice on securing funding for customer-centric improvements and the importance of understanding customer needs.

Link to Michaels linkedin: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/

In this episode of the CX Pod, Merete and Joanna welcome

Mikkel's linkedin: https://www.linkedin.com/in/mikkelkorntved/

In this conversation, Andrew Carothers from Cisco discusses

Link to Andrew's Linkedin: https://www.linkedin.com/in/andrew-carothers/

In this episode of the CX pod, hosts Merete and Joanna welcome Mike Robinson, a seasoned professional in the retail and customer experience space. Mike shares his journey from a small town in Pennsylvania to becoming a key player in the retail industry, discussing his passion for sustainability and optimizing customer experiences. The conversation delves into the importance of understanding customer needs, the impact of AI on customer interactions, and the necessity of creating memorable experiences that resonate with consumers. Mike emphasizes the need for businesses to adapt to changing consumer behaviors and the role of sustainability in shaping the future of retail. In this conversation, Mike Robinson discusses the evolution of loyalty programs, emphasizing the importance of understanding customer needs and preferences. He highlights the challenges companies face in becoming customer-centric and the significance of employee experience in enhancing customer satisfaction. The discussion also covers the role of voice of the customer programs in gathering insights and the necessity of treating employees as valuable assets to ensure a positive customer experience.

Link to Mikes Linkedin: https://www.linkedin.com/in/mikerobinsonsf/

In this episode of the CXPod, hosts Merete and Joanna engage with Patrik Stoopendahl, a researcher from Lund University, to explore the evolving landscape of customer experience (CX) and its integration with technology. The conversation delves into the importance of understanding customer journeys, the role of market shaping in business strategy, and the unique challenges faced by higher education institutions in delivering effective customer experiences.

Patrik shares insights from his research on customer journeys, emphasizing the need for a holistic approach that goes beyond traditional purchase-driven models. The discussion also highlights the significance of cross-functional teams in fostering a customer-centric culture within organizations and the necessity of quantifying customer engagement to secure buy-in from stakeholders.

Overall, the episode provides a comprehensive overview of the current state and future directions of customer experience management.

Follow Patrik on linkedin: https://www.linkedin.com/in/patrikstoopendahl/

In this episode of the CX Pod, Michael Killeen shares his extensive experience in customer experience (CX) and discusses the importance of defining CX, the role of employees and shareholders, and the challenges organizations face in implementing effective CX strategies. He emphasizes the need for cross-departmental collaboration, the significance of voice of the customer programs, and offers practical advice on securing funding for customer-centric improvements. The conversation highlights the evolving landscape of CX, particularly with the integration of AI and the necessity for organizations to adapt and innovate to meet customer needs.

Michael is found on linkedin here: https://www.linkedin.com/in/michael-killeen-cx/

In this episode of the CX pod, hosts Merete and Joanna welcome Lavrans Løvlie from former Livework Norway, now PwC to discuss the evolution of service design and its impact on customer experience. Lavrans shares his journey from industrial design to service design, the founding of Livework, and the transition to PwC. The conversation delves into the definition of customer experience, the importance of understanding customer journeys, and the complexities of ownership and responsibility in customer experience management. They also delve into the nuances of customer experience and management, exploring the evolution of customer-centric practices and the impact of technology on customer interactions, even touching upon the importance of voice of the customer programs and the role of employee experience in shaping company culture. The conversation culminates in practical advice on securing funding for customer-centric initiatives, emphasizing the need for a balanced approach that considers business, customer, and employee perspectives.

To follow Lavrans on Linkedin his profile is found here: https://www.linkedin.com/in/lavrans-lovlie/

In this episode of the CX pod, Merete and Joanna engage with Jørgen Schüren, who shares insights from his extensive experience in customer experience (CX) technology. The conversation covers Jørgen's recent career transition, the evolution of customer experience over the past 13 years, and the importance of proactivity in customer engagement. They discuss the challenges faced by customer-centric companies, the link between employee and customer experience, and strategies for securing funding for CX initiatives. Jørgen emphasizes the need for a company-wide commitment to customer experience and the importance of building a solid business case to gain support from management.

You can find Jørgen here: https://www.linkedin.com/in/j%C3%B8rgen-sch%C3%BCren-5579031/