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/

In this episode of the CX Pod, Merete and Joanna welcome Camilla Norseng, Lead CX at Lyse Tele, to discuss the intricacies of customer experience (CX) in the telecom industry. The conversation covers Camilla's background, the importance of customer exit experiences, and the shared responsibility for CX across all levels of an organization. They delve into the challenges of meeting customer expectations, the significance of employee experience in delivering great customer service, and the role of voice of the customer management in shaping business strategies. Camilla shares insights on building trust as a challenger brand and the attributes that define a successful customer-centric company, concluding with memorable customer experiences that inspire her work.

Camillas linkedin is here: https://www.linkedin.com/in/camilla-norseng-1399289/

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We are excited to welcome one of Canada's first customer experience experts Marc Gordon! We will be discussing the importance of viewing customer experience as a human process rather than just a business process, and Marc shares his unique perspective on customer experience, emphasizing authenticity and the need for companies to communicate effectively with their customers. The conversation also touches on the challenges businesses face in delivering exceptional customer service, the role of AI, and the significance of voice of the customer programs. Marc provides a compelling case study of a high-end restaurant that transformed its customer experience through innovative events, demonstrating the power of creativity in customer engagement.

Dont miss out on Marc on linkedin: https://www.linkedin.com/in/marcgordondotca/

And his website is: www.marcgordon.ca

For this very special episode of The CXPod, Joanna and Merete gets the tables turned at the JourneyOps event held at Telenor Norway in august 2024. Founder of JourneyOps and Spark Design, Esa Nettamo, gets to ask them their very own questions from the pods question challenge, and here you can see how they did!