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 hello@thecxpod.no

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/en

You can follow Sirte on social media:
LinkedIn: https://www.linkedin.com/in/sirte I Follow me on LinkedIn
Instagram: https://www.instagram.com/sirteace
Facebook: https://www.facebook.com/shirute
Interested 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)

In this episode of the CX pod, Merete and Joanna welcome CarinaDalquist Valbøll, the Nordic head of customer service at SATS, to discuss theunique challenges and strategies in the fitness industry. The conversationcovers personal anecdotes, the transition from telecom to fitness, drivingmembership engagement, the importance of community, and the role of AI inenhancing customer service.

Carina shares insights on maintaining motivation amongmembers, the significance of company culture, and the challenges of adoptingnew technologies in a competitive landscape. In this conversation, the speakersdiscuss the importance of understanding customer needs and the role of AI inenhancing membership experiences. They explore the future of customer service,the ethical responsibilities surrounding body image, and the significance ofdata insights in decision-making. The conversation also touches on pricingstrategies, customer loyalty, and the impact of economic changes on businessoperations. Finally, they reflect on leadership during crises and theimportance of maintaining a strong team culture.

Follow Carina here: https://www.linkedin.com/in/carina-cecilia-dalquist-valb%C3%B8ll-57b1b8/

In this episode of the CX pod, Merete and Joanna welcomeMiriam Agnese, the head of analytics at Allente, to discuss her journey intocustomer experience and the importance of data-driven decision-making. Miriamshares her experiences in transforming customer journeys, the significance ofcustomer journey mapping, and how data can drive meaningful change withinorganizations. The conversation also touches on the balance between technologyand human interaction in enhancing customer experiences.

The episode also delves into the intricacies of customerexperience (CX) programs, emphasizing the importance of operationalizing theseinitiatives effectively. They discuss the role of technology, particularly AI,in enhancing customer engagement and the challenges posed by survey fatigue.The conversation highlights the need for companies to build trust in acompetitive landscape, focusing on customer retention over acquisition. Theintegration of voice of the customer into journey mapping is explored, alongwith the adoption of new technologies. The episode also touches on the futureof AI in CX, emphasizing hyper-personalization and the balance between digitaland human interactions.

If you want to follow Miriam on LInekdin, she is foundhere: https://www.linkedin.com/in/miriamagnese/

In this episode, Merete, Joanna, and Gitana Veličkaitė-Remeikienė discuss the evolving landscape of customer experience (CX), sharing personal stories and insights. Merete opens with a positive customer experience story, highlighting the importance of understanding customer needs. The conversation transitions to Gitana's background and her efforts to raise awareness of CX in Lithuania. They explore the operationalization of customer insights, the impact of AI on CX, and the balance between digital transformation and human interaction. The episode concludes with reflections on the importance of customer experience in business strategy and memorable moments in the field.

Gitana is found here: https://www.linkedin.com/in/gitanavelickaite/

In this episode of The CXPod, hosts Merete and Joanna welcome Anna-Maija Tanninen, a B2B customer experience expert. They discuss the unique challenges and opportunities in B2B customer experience, the importance of customer-centricity, and the shift from reactive to predictive customer experience management. Anna-Maija shares her journey in the field, the differences between B2B and B2C, and how companies can better operationalize customer insights. The conversation also touches on the evolving role of voice of the customer and the future of customer experience measurement and the ladies discuss the upcoming Nordic B2B CX Conference in Copenhagen on the 9th of april 2025. Link to the conference: https://b2bcxnordic.com/Link to Anna-Maijas Linkedin: https://www.linkedin.com/in/amvuorio/

In this episode of The CXpod, Joanna, Merete, and Ronny Ellefsen discuss the evolving landscape of customer experience, focusing on the importance of qualitative insights, the challenges of integrating AI, and the necessity of understanding customer needs. Ronnie shares his journey from design to consulting, emphasizing the value of user testing and the insights gained from direct customer interactions. The conversation also touches on the pitfalls of relying solely on quantitative data and the need for a balanced approach to customer feedback. In this conversation, Ronny shares insights on transformative customer experiences, the future of customer experience with AI, and the balance between data privacy and innovation. He emphasizes the importance of understanding customers and creating value through design. The discussion also touches on the impact of AI on customer experience and the need for transparency in data usage.

Ronny is found here: Ronny Ellefsen | LinkedIn

In today´s episode of the CX Pod, Merete and Joanna welcome Eirik Ekrann, managing director of Ipsos Norway, to discuss the intersection of customer experience, brand strategy, and media dynamics. The conversation explores Eirik's insights on political polling, the challenges of interpreting data, and the importance of curiosity in understanding customer insights. They also delve into the relationship between brand strategy and customer experience, emphasizing the need for consistency and authenticity in messaging. Finally, the discussion touches on the media's tendency to focus on negative news and its impact on public perception.

The conversation also explores the importance of positivity in public discourse, the evolution of customer experience, and the need for distinctive brand strategies. Eirik, Merete and Joanna discuss how organizations can align their brand strategies with customer experiences to create meaningful interactions and they emphasize the role of leadership in fostering a customer-centric culture and the significance of delivering valuable insights to clients.

The episode concludes with reflections on generational interactions and the positive aspects of modern communication.

If you want to follow Eirik on linkedin, you find him here: https://www.linkedin.com/in/eirik-ekrann-600ab022/

In this season 4 premiere episode (!), Joanna and Merete discuss the upcoming Nordic B2B Customer Experience Conference with Torben Degn, CEO of Customer Agency. They explore the evolution of customer experience in B2B, the importance of data, and the need for continuous improvement in customer experience programs. The conversation highlights the shift from product-centric to customer-centric approaches in B2B companies and the growing recognition of customer experience as a vital component across all organizational functions. The episode also delves into the intricacies of customer experience (CX) and its pivotal role in business strategy. They discuss the importance of defining what constitutes a superior customer experience, aligning organizational goals with customer needs, and empowering frontline employees to make impactful decisions. The conversation also touches on the future of CX, emphasizing the need for companies to focus on existing methodologies rather than chasing new buzzwords. Ultimately, they highlight the competitive advantages that come from investing in customer experience and the pride that comes from fostering a customer-centric culture within organizations.

Torben is found on linkedin here: https://www.linkedin.com/in/torben-degn-3644093/

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/

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/

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/