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

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 importance of mapping customer needs to business value, the challenges of governance, and the role of leadership in driving CX initiatives. They emphasize the need for empowering frontline workers, the significance of data quality, and the necessity of transforming customer-centric business practices. The discussion also touches on the limitations of voice of the customer programs and the strategies for securing funding for CX initiatives.

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

Helge´s own website: https://everythingnewisdangerous.medium.com/