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/