In this season finale and engaging conversation, Ian Golding, a renowned customer experience specialist, shares his insights on the evolving landscape of customer experience (CX) and the importance of humility, adaptability, and operationalizing experience management. He discusses his journey in the field, the challenges faced by CX professionals, and the impact of digital transformation and AI on customer interactions. Golding emphasizes the need for organizations to focus on human connections and the continuous management of customer experiences to truly meet the needs of their customers and colleagues. Ian also discusses the evolving landscape of Voice of the Customer (VOC) programs and the importance of focusing on qualitative insights over quantitative metrics. He emphasizes the need for organizations to transform customer feedback into actionable improvements and highlights the distinction between macro and micro issues in customer experience management. The episode also touches on the significance of change management and long-term thinking in achieving sustainable customer-centric practices. Ian shares a personal success story that underscores the value of empowering organizations to implement customer experience strategies effectively.Follow Ian here: https://www.linkedin.com/in/iangolding/

In this episode of the CX pod, Merete and Joanna welcome guest Mai Momani, a customer experience advocate with extensive experience in the financial services sector. The conversation explores the evolving landscape of customer experience, the integration of AI, and the cultural differences in customer service expectations. Mai emphasizes the importance of empathy, leadership, and operationalizing customer feedback to enhance service delivery. The discussion also highlights the UAE's proactive approach to customer experience and the significance of aligning customer experience with organizational goals. In this conversation, Mai Momani shares her insights on the importance of viewing customer service from the customer's perspective, emphasizing the need for back office staff to understand their impact on customer experiences. The discussion highlights the significance of storytelling in customer experience, the role of effective communication, and the challenges of maintaining high service standards. Looking ahead, the conversation explores the concept of hyper-empathy in customer service, the necessity of measuring the impact of services beyond mere satisfaction, and the power of personal connections in customer care.You can follow Mai here: https://www.linkedin.com/in/mai-momani-2424501b/

In this episode of The CX Pod, Merete , Joanna , Shiraz Abid, and Jannicken Lampe discuss the evolution of customer experience at ice, a telecommunications company in Norway. They explore the importance of customer loyalty, the balance between customer satisfaction and revenue, and the role of technology in enhancing customer engagement. The conversation emphasizes the need for a long-term vision in customer experience strategies and the challenges of navigating complexity in a digital world. The guests share their insights on maintaining a personal touch in an increasingly automated environment, highlighting the significance of treating customers equally as a competitive advantage. In this conversation, the speakers also discuss the intricate relationship between customer experience and brand consistency, emphasizing the importance of maintaining a strong cultural foundation within the company. They explore how customer insights drive decision-making and the role of technology, particularly AI, in enhancing customer experiences. The discussion also highlights the significance of employee satisfaction in achieving customer happiness and the need for a human-centric approach in an increasingly technological world.If you want to follow Jannicken on linkedin: https://www.linkedin.com/in/jannicken-lampe-a60a541/If you want to follow Shiraz: https://www.linkedin.com/in/shiraz-abid-766a548/And to see the award winning commercial, the link is here (in norwegian only, but the context is that the kid has been told all his life that the ipad only works when it rains): https://youtu.be/rFhMbe5H6xw?si=EsADT4ivpCnnX3Rk

This time, Merete and Joanna welcome Carlos Espinosa, a seasoned expert in customer experience (CX) with a rich background spanning multiple continents. The conversation delves into Carlos's journey in CX, the current trends and challenges in the field, and the transformative role of AI in enhancing customer interactions. They discuss the importance of quality assurance within CX teams and the evolving landscape of AI technologies, including the potential of virtual agents. The episode highlights the need for a collective effort in the CX community to improve influence and operationalize customer experience strategies effectively. In this conversation, the speakers explore the evolving landscape of customer experience (CX) in a technology-driven world. They discuss the importance of customer insights, the challenges posed by loneliness in society, and the need for effective storytelling to engage C-level executives. The conversation also touches on the role of AI in CX, emphasizing that while technology is a valuable tool, human connections remain essential. The speakers reflect on their journeys in the CX field, highlighting the importance of aligning customer experience with business strategy and the need for a collective effort to enhance human interactions in a post-pandemic world.Find and follow Carlos here:

In this engaging conversation, Merete, Joanna and Jenny McCoy explore the multifaceted world of customer experience (CX). They discuss the importance of human experience in CX, the challenges organizations face in delivering exceptional service, and the need for continuous improvement. Jenny shares her journey from frontline roles to leading CX strategy at the Irish Management Institute, emphasizing the significance of understanding both employee and customer experiences. The discussion also highlights the necessity of operationalizing customer insights and the balance between metrics and feelings in creating a customer-centric culture. In this engaging conversation, the speakers delve into the significance of customer experience (CX) in driving long-term brand growth. They discuss the challenges of measuring ROI in CX, the importance of understanding human behavior, and the future of CX in a rapidly evolving landscape. The conversation emphasizes the need for ethical leadership and a strong purpose in organizations to foster a customer-centric culture. The speakers also share personal achievements and insights gained from years of experience in the field, highlighting the continuous nature of CX improvement.If you want to follow Jenny, you find her here: https://www.linkedin.com/in/jenny-mccoy-253b792a/If you wonder what car brand, airline or pizza delivery company are referred to in the episode, reach out to [email protected]

In this conversation, Merete and Joanna engage with Peter Aitken, head of customer strategy and insight at Kantar, discussing the critical role of customer experience in banking. They explore the importance of trust, current trends in customer experience, effective measurement strategies, and the relationship between marketing and customer experience. Aitken shares insights from his extensive experience in the financial services sector, emphasizing the need for organizations to invest in customer experience to drive long-term growth and brand loyalty. In this conversation, Peter Aitken discusses the significant impact of digital experiences on brand perception, using examples from various companies, including Starbucks. He emphasizes the importance of customer experience as a growth driver and the need for effective measurement strategies. The discussion also touches on the role of AI in enhancing customer experience and the evolving landscape of brand management.Find Peter Aitken on linkedin here: https://www.linkedin.com/in/peteraaitken/

In this episode of the CXPod, hosts Merete and Joanna welcome Dr. Anna Jorga, a Chief Neuroscientist at Buyer Brain, to discuss her unique journey from medical school to the world of customer experience and neuroscience. The conversation explores the importance of understanding biases in customer behavior, the challenges of navigating digital journeys, and the critical role of effective communication in enhancing customer experiences. Anna shares insights from her personal experiences and professional expertise, emphasizing the need for companies to segment their customers effectively and leverage AI to improve interactions. In this conversation, the speakers discuss the evolution of customer segmentation, emphasizing the need to move beyond traditional demographics to a more experience-based approach. They explore the future of customer insights, the role of AI in enhancing customer experience, and the challenges of trust in AI interactions. The discussion also highlights the importance of measuring cognitive effort and emotional impact in understanding customer behavior, culminating in a reflection on the speakers' proudest achievements in the field.Follow Dr.Ana Iorga on Linkedin: Dr. Ana Iorga | LinkedIn

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/enYou can follow Sirte on social media:LinkedIn: https://www.linkedin.com/in/sirte I Follow me on LinkedInInstagram: https://www.instagram.com/sirteaceFacebook: https://www.facebook.com/shiruteInterested 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)