The CXPod

The CXPod

By Merete Medle & Joanna CarrBusinessManagement
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The CXPod episodes

  • Practical advice on how to actually work with and improve customer experience, with Camilla Norseng

    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/

    Unfortunately we couldn't find the commercial from Nice mobil...


    48 min
  • The role of AI and significance of VOC programs, with Canadas leading CX expert Marc Gordon

    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



    1 hr 3 min
  • The CXPod gets the tables turned at JourneyOps

    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!

    39 min
  • CX from a B2B perspective: the role of tech, employee experience and the need for ownership - with Martin Bruun Conradsen

    In this episode, we welcome Martin Bruun Conradsen, a customer experience manager at Alfa Laval, to discuss the intricacies of customer experience management. We explore Martin's background, the importance of understanding customer needs, and the challenges companies face in delivering exceptional customer experiences. The conversation delves into the role of technology, employee experience, and the need for ownership in customer experience initiatives. Martin shares insights on trends in the industry and highlights IKEA as a prime example of effective customer experience strategies.


    To follow Martin on Linkedin click here: https://www.linkedin.com/in/martinconradsen/

    Please also note that the last part of the episode is generated by AI voice.



    54 min
  • What customer service truly means and how it has evolved over time, with Michel Stevens

    Meet Michael, or Michel, or is it Steven? In this lovely episode where we invite this Belgian CX enthusiast to give us his take on our question challenge! Michel also talks about what customer service truly means and how it has evolved over time. He also highlights the importance of training employees in customer experience and mentions his work training a million people through the CX Master Academy.

    1 hr 4 min
  • The importance of having a strategy to attract and retain customers in companies who target only specific groups - With Stine Kronback Arildslund

    In this weeks episode, Stine shares her story about transitioning from working in finance to becoming part of the leadership team at a Norwegian bank.

    We also discuss the importance of having a strategy to attract and retain customers, even though not everyone can be a customer in Stines case, as the bank she works for is only available to certain customers. Understand why, and hear Stines take on our question challenge!


    And if you want to reach out to Stine, you will find her here: https://www.linkedin.com/in/stine-borgen-kronback-arildslund-34613886/

    39 min
  • Turn your employees into advocates with insight - with Jill Raff

    Meet Jill Raff! She is all about "Insights Turning Employees Into Advocates and Customer Magnets", she is a Consultant, Speaker, Show Host, Columnist and CEO/Founder of Jill Raff Group, LLC.


    Jill litterally grew up at McDonalds, and is still working towards the restaurant industry with CX and EX in addition to starring in her own podcast and livestream "Riffs with Raff"!

    In this episode Jill underlines the importance of keeping the focus on the customer's experience and

    how technology can transform that experience. We also talk about the importance of investing in your employees and creating a culture that fosters empathy and engagement. Jill shares from her experience at McDonald's and lets us in on how they focused on delivering legendary service. Everything in between our question challenge, that is always part of our script.

    If you want to get in touch with Jill, here are her details:

    Webpage: https://www.jillraff.com/

    Linkedin: https://www.linkedin.com/in/ex2cx-advisor/


    1 hr 6 min
  • Transforming the Microsoft culture into a customer centric culture and digitalizing the customer journey - with ulrika Jonsson

    Meet Ulrika Jonsson, CEO of Brilliant Future! We are touching upon important subjects like customer centric culture, digitalizing the customer journey and Ulrika shares her experience with transforming the culture in Microsoft and how Brilliant Future aims to be - and is, a strategic partner for their customers.


    If you want to connect with Ulrika you will find her here: https://www.linkedin.com/in/ulrika-jonsson/


    And also pay a visit to Brilliant Future, they are found here: https://brilliantfuture.se/


    So ensure total transparency: Our pod-host Merete is on the board for Brilliant Future AB.

    57 min
  • Meeting the true CX expert, Diane Magers at The CXPod

    Meet Diane, probably one of the greatest CX Celebrities we have in our time, and listen as we take her trough our question challenge!

    With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She is also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field.

    You will find Diane on Linkedin here: https://www.linkedin.com/in/dianemagers/

    49 min
  • Season Finale: The CXPod meets Robin Daniels

    Robin might be Denmarks answer to Petter Stordalen energy-wize, and they are not that different in other aspects either! Robin booked a one way ticket to California and Silicon Valley at the age of 21 and didnt return until many years later. He has worked for companies like Matterport, Linkedin, Salesforce, WeWork to mention some, and currently he is transforming Zensai into a Customer Obsesed plattform for human engagement! Listen as he takes on our challenge with passion and lots of humor in this episode of The CXPod!


    To follow Robin on linkedin, use this link: https://www.linkedin.com/in/robingdaniels/

    47 min

About The CXPod

From the publisher's feed

Merete Medle: With over 20 years in CX, she excels in leadership, strategy, and operationalising CXM. As the Founder of NCXN Merete is known for her dedication to diversity, growth, and digital innovation in the Norwegian CX industry.