CXM Academy Podcasts

CXM Academy
  • 0.0 (0)
  • MARKETING

Welcome to CXM Academy Podcasts, where we explore customer experience from every angle. Home to Table 7, our global journey into CX across cultures, and Table Stakes, deep-dive masterclasses with world-class CX experts. Whether you want conversational storytelling or expert insights, you'll find practical insights served fresh

  1. Table Stakes - Mind the Gap - with Graham Hill

    3D AGO

    Table Stakes - Mind the Gap - with Graham Hill

    The conversation delves into the disconnect between company perception and customer experience, the misalignment of customer journeys and experiences, the understanding of the SERVQUAL model, the five dimensions of service quality, the impact of over-promising in marketing, the relevance of SERVQUAL in the era of AI and automation, and the identification and addressing of service quality gaps. Takeaways Service quality is defined by the customer's expectations versus their perception.The SERVQUAL model identifies five gaps that lead to service quality failure. Chapters 00:00 Identifying and Addressing Service Quality Gaps

    28 min
  2. Table Stakes - Testing alone will make you lose - with Nils Stotz

    MAR 24

    Table Stakes - Testing alone will make you lose - with Nils Stotz

    The conversation delves into the concept of experimentation as a learning engine, emphasizing the importance of high-impact experimentation culture and the balance between velocity and quality. It also explores the differences between test level metrics and program level metrics, the structuring of experimentation teams, and the challenges of breaking out of a 'testing for winners' culture. The application of experimentation in CX leadership is also discussed, highlighting the need for change management and a narrative tailored to the organization's current setup. Takeaways Experimentation as a learning engineBalancing velocity and quality Chapters 00:00 Understanding Experimentation10:33 Test Level Metrics vs Program Level Metrics16:00 Balancing Velocity and Quality22:18 Applying Experimentation in CX Leadership

    24 min
  3. Table Stakes - Promises are made to be broken - with Amalia Goux

    MAR 17

    Table Stakes - Promises are made to be broken - with Amalia Goux

    The conversation explores the importance of a company's customer promise and the impact of trust friction on customer experience. It delves into the distinction between brand slogans and customer promises, the process of building a customer promise, and the balance between global brand consistency and local cultural relevance. Takeaways Trust friction is the most dangerous friction in any business.A customer promise is a contract, not just a claim or slogan. Chapters 00:00 The Danger of Trust Friction18:25 Building a Customer Promise27:22 Balancing Global Consistency and Local Relevance

    22 min
  4. Table Stakes - Don't just collect data - with Mikkel Korntved

    MAR 10

    Table Stakes - Don't just collect data - with Mikkel Korntved

    The conversation delves into the evolution of customer attitudes towards data sharing, the art of survey design, the science of response scales, data quality and validation, and motivating respondents to participate in surveys. Mikkel Korntved shares insights on the relevance of data, the importance of survey design, and the impact of response scales on data quality. Additionally, he discusses the challenges of motivating respondents and the significance of data integrity in customer experience programs. Takeaways Data RelevanceSurvey Design Chapters 00:00 The Evolution of Customer Attitudes08:00 The Science of Response Scales18:30 Data Quality and Validation30:03 Motivating Respondents

    35 min
  5. Table Stakes - Don't bring the CEO to CX - with Anna-Maija Tanninen

    MAR 3

    Table Stakes - Don't bring the CEO to CX - with Anna-Maija Tanninen

    The conversation delves into the unique challenges of B2B customer experience, highlighting the fundamental differences between B2C and B2B, the organizational challenge of customer centricity, and the shift from insights to action in B2B CX. It emphasizes the importance of measuring success in B2B CX and the role of CX governance and organizational structure in driving customer-centric initiatives. Takeaways B2B customer experience differs fundamentally from B2COrganizational challenge of customer centricity in B2B Chapters 00:00 Introduction to B2B Customer Experience05:04 Challenges of Applying B2C Strategies in B2B11:36 Shifting from Insights to Action in B2B CX22:52 CX Governance and Organizational Structure

    27 min
  6. Table Stakes - Your customer don't want your product - with Eckhart Boehme

    FEB 24

    Table Stakes - Your customer don't want your product - with Eckhart Boehme

    The conversation delves into the Jobs to be Done methodology, emphasizing the importance of understanding the customer's job to be done and the common mistakes made in customer understanding. It also explores the Customer Progress Design methodology and the potential role of AI in Jobs to be Done interviews. Takeaways Understanding the customer's job to be done is crucialJobs to be done methodology provides a lens to look at human needs Chapters 00:00 AI in Jobs to be Done Interviews

    30 min
  7. Table Stakes - Your CX is too simple - with Helge Tennø

    FEB 17

    Table Stakes - Your CX is too simple - with Helge Tennø

    The conversation explores the concept of systems thinking and its application in understanding the whole system, emphasizing the importance of interdependencies and relationships. It delves into the friction caused by customer isolation, the significance of information, and the practical adoption of systems thinking. Additionally, it addresses resistance to systems thinking and provides a starting point for CX leaders to implement systems thinking in their organizations. Takeaways Systems thinking focuses on the whole, not just the partsUnderstanding the interdependencies and relationships within a system is crucial Chapters 00:00 Starting Point for CX Leaders

    20 min
  8. Table Stakes - Your personalization feels fake because it is - with Rasmus Houlind

    FEB 10

    Table Stakes - Your personalization feels fake because it is - with Rasmus Houlind

    The conversation delves into the personalization trap, the core misunderstandings about personalization, the practical application of the personalization bow tie, the balance between data and privacy, practical steps for marketing leaders, and the use of personalization cards for practical execution. Takeaways Data vs. UnderstandingThe Personalization Trap Chapters 00:00 The Personalization Trap05:50 Core Misunderstandings10:55 Practical Application of the Bow Tie23:01 Balancing Data and Privacy30:42 The Personalization Cards

    30 min
See All (24)

About

Welcome to CXM Academy Podcasts, where we explore customer experience from every angle. Home to Table 7, our global journey into CX across cultures, and Table Stakes, deep-dive masterclasses with world-class CX experts. Whether you want conversational storytelling or expert insights, you'll find practical insights served fresh

Information

  • Creator
    CXM Academy
  • Years Active
    2025 - 2026
  • Episodes
    24
  • Rating
    Clean
  • Copyright
    © 2026 CXM Academy
  • Show Website
    CXM Academy Podcasts

You Might Also Like