Nicolette Wuring casts a formidable figure on the European CX landscape. She has led CX teams both sides of the Atlantic and is spearheading the EXCO as part of the executive team. The years of practice both clientside and as a consultant have taught her many things. And like all the best CXers she's happy to share it all in conversation with the ECXO podcast host, Christopher Brooks. They discuss the importance within a workplace to nurture and grow the focus on the customer to achiev...

The ECXO aims to bring you expert voices from across Europe, sharing their stories to inform and inspire others facing similar challenges. In this episode we look at how to succeed with B2B CX. With present experience in manufacturing as well as previously companies who sell direct to consumers Irina Mostovaya, Customer Experience Specialist from Finland shares the learnings made operating in B2B CX. In conversation with host Christopher Brooks, also a B2B CX specialist they cover a range of ...

In the latest episode of Experience the Difference, the ECXO’s podcast we speak with Federico Cesconi, a recognised leader in customer intelligence. As the CEO and Founder of AI powered CXM solution, Sandsiv, Federico has established his reputation as a world authority on customer feedback. Having worked on his first NPS programme two decades ago, Federico has harnessed technology to assist clients across the globe get closer to customer intelligence. But collection and action are very...

In the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up with Measuring Emotional Drivers. Based in Paris, France Anne-Laure is co-founder of emotional driver platform Maia- BE. As a for...

Finland may not be the first country you think of when you consider Customer Experience. But why not? The dynamics of a nation can often accelerate the importance of CX as part of the buying criteria. Kari, has been practising CX in service of organisations in Finland, and now beyond, for many years. He has made many observations, often reported in articles and when invited to share with audiences. One particular topic he has an interesting perspective which will resonate with anyone who has ...

Danny Peters is the co-founder and CEO of MilkyMap. He has spent his career rocketing to where he is now with a fundamental truth driving him; customer journey mapping is limited without a management structure to drive insights through to delivered change. In discussion with EXCO podcast host Christopher Brooks, Danny shares how evolving from a backlog of business directed to customer led only improvements is possible with the right approach to customer journey management. Danny also helps us...

In this episode, Agneiszka Sulicka-Faverey shares her views on the growing confusion created across customer experience through poor role profile and job title labelling. As a CX practitioner with many years of experience for organisations in Poland and beyond, Agneiszka is well placed to discuss views on this with the ‘Experience the Difference’ podcast hosted by Global CX Expert and ECXO podcast host, Christopher Brooks. Join them for a bite sized discussion covering importance of collabora...

In discussion with global CX consultant, Ladislau Batahla, EXCO podcast host Christopher Brooks explores the impact the race to digitising the customer experience has on the employees involved. Originating from Portugal, Ladislau’s international experiences qualify his perspective, sharing considerations for those driving digital improvements to remember both the effect on those displaced, but also the increased complexity humans have to manage as digital equivalents typically take on just th...

At the ECXO we progress the importance of context, country and culture in customer experience. The one size fits all model is outdated in Europe, as local adaptions are required by country. This makes for a fascinating and diverse learning in customer experience. The ‘Experience the Difference’ podcast brings voices from across Europe to the microphone to share their perspective, influenced by their origin and places of practice. In this episode we introduce Kirsti Laasio, a leading CX practi...

Thomas Wieberneit has travelled extensively; by geography, industry and roles in CX. This vantage point has allowed him to observe that there is no ‘one size fits all’ in CX. In fact, the experience isn’t even the organisations to own, as he put it to ECXO podcast host, Christopher Brooks. To paraphrase Thomas, the customers context is ‘king’. Whether the time of day, the previous experience, the importance of the purchase or a number of other factors, they all influence the type of ex...