In this episode of the CX Pod, hosts Merete and Joanna welcome Michael Brandt, a seasoned expert in customer experience. They discuss Michael's journey in the field, the importance of complaint management, and the role of voice of customer programs. The conversation delves into the responsibilities of organizations in managing customer experience, the challenges posed by AI, and the significance of change management. Michael shares insights on creating a customer-centric culture, the balance between innovation and consistency, and the future of voice of customer initiatives. The episode concludes with practical advice on securing funding for customer-centric improvements and the importance of understanding customer needs.

Link to Michaels linkedin: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/