Table 7

CXM Academy
  • 0.0 (0)
  • BUSINESS

Ever wonder why customer experience is different in Denmark vs.Dubai? Or what ”good CX” even means in Poland? Table 7 pulls up a chair. Literally. Host Michel Stevens travels the globe, sitting down with sharp CX minds – marketers, restaurateurs, consultants, academics – to figure out what makes customer experience tick across different cultures. Forget generic advice. Get real conversations, cultural insights, and actionable CX ideas served fresh, city by city. Pull up a chair. Join the conversation.

  1. Table 7 in Sweden: Design Delight At Christmas (Christmas Special)

    12/16/2025

    Table 7 in Sweden: Design Delight At Christmas (Christmas Special)

    Imagine a masterclass with five of the world’s leading Customer Experience minds, recorded live with an audience. That’s this episode. We brought Michel Stevens, Mikkel Korntved, Dimitri Jambé, Dominik Olejko, and Nancy Haenen together on one stage at Dialogkonferansen 2025 for a special Christmas recording. They cut through the noise to deliver the core strategies that move the needle: • The critical, actionable art of customer listening. • The undeniable data linking staff morale to customer satisfaction. • A persuasive framework for securing executive buy-in and budget for CX initiatives. • Candid stories and proven advice from recipients of the prestigious CX 50 award. And so much more! Whether you're a CX pioneer or just starting your journey, this episode packs a year’s worth of insight into one powerful session. Press play to elevate your strategy with wisdom from the global stage. Subscribe now to never miss an episode.

    58 min

  2. 12/09/2025

    Table Stakes - The Myth of Loyalty with Dale W. Harrison

    Think your most frequent customer is your most loyal one? You're probably wrong. This topic was so information-dense and critical, we had to make this a special double-length episode. Loyalty expert Dale W. Harrison delivers an authoritative, no-fluff masterclass that challenges outdated brand strategies. He explains why "it's not how often someone buys your brand" that defines loyalty. So, what is the real metric? Dale breaks it down: True customer loyalty is measured by the "proportion of total purchases that go to a specific brand". A customer who buys from you 10 times, but only from you, can be far more loyal than a high-frequency customer who splits their purchases with your competitors. This masterclass will teach you: Why "high purchase frequency does not guarantee high loyalty". How to properly measure loyalty by the "fraction of total purchases". Why your brand strategy must "focus on retaining loyal customers rather than just increasing purchase frequency". Using the right "customer loyalty metrics" to inform your marketing and "identify key customer segments". At CX Master Academy, we focus on practical application and measurable results. This conversation gives you the actionable insights to stop chasing the wrong numbers and start building real loyalty. Want to stop using outdated methods and get real results? 🔔 SUBSCRIBE for more world-class, practical CX training that challenges the status quo and empowers you to drive growth.

    1h 1m

  3. 11/25/2025

    Table Stakes - Metrics that Predict Program Success with Anouk Devriese

    Why do so many change programs fail? Leaders track budgets, timelines, and milestones, but they miss the single most important metric that predicts success. In this authoritative, practical episode, organizational expert Anouk Devriese reveals the #1 predictor of change failure: Cultural Alignment. She explores the direct "causal link between culture and strategy failure", using the powerful example of what happens when you force an "aggressive sales strategy" into a "clan culture"—one that "is like one big family". The hard truth? It simply "won't work". This "cultural misalignment" is a metric you can assess, and ignoring it will lead to "strategic failures" and tank "employee morale". At CX Master Academy, we focus on measurable, results-oriented action. This is a masterclass for leaders on how to use "understanding organizational culture" as a predictive metric before you launch your next big change. Want more actionable insights to stop strategies from failing? 🔔 SUBSCRIBE for more world-class, practical CX and leadership training that goes beyond theory to deliver real-world results.

    26 min

  4. 11/18/2025

    Table Stakes - Employee-led transformations are the BEST with Ed Murphy

    Why do so many big transformations fail to deliver? According to organizational change expert Edward Murphy, it's because leaders are missing the single most critical component: their employees. The best transformations aren't just pushed onto employees; they are employee-led. In this practical, no-fluff discussion, Ed breaks down why "co-creation" is the key to success. When you "get the employees involved" from the very beginning, you don't just get buy-in; you get a deeper level of engagement, understanding, and commitment. This is a masterclass in: Involving employees in "strategy" and "vision" creation. Helping teams "create how we're going to get there." Ensuring everyone understands the "reasons behind changes." Aligning "daily activities" with the transformation goals. At CX Master Academy, we focus on actionable insights that deliver measurable results. This is how you stop managing change and start leading it. Want more no-fluff, practical CX and leadership strategies? 🔔 SUBSCRIBE for more world-class training that empowers you to become a strategic leader and drive customer-centric growth. #CXMasterAcademy #CXM #OrganizationalChange #Transformation #EmployeeEngagement #Leadership #CoCreation #CXStrategy #ChangeManagement #PracticalExpertise #ResultsOriented

    32 min

  5. 11/11/2025

    Table Stakes - Stakeholders that make or break it with Jannecke Drangert-Hveding

    Why do so many massive, top-down transformation programs fail? We build complex frameworks and try to "persuade" people... but we forget the most important part. In this podcast, transformation expert Jannecke Drangert-Hveding shares practical, results-oriented insights that will change your entire approach: stop trying to force change and "start small, one conversation at a time." Jannecke explains that "real transformation begins in small conversations" because true "human alignment" is the only thing that creates lasting momentum. It's not about fighting resistance; it's about "mobilizing energy." This is a masterclass in: Understanding "individual motivations." Aligning "personal goals with company ambitions." Focusing on "connection rather than persuasion" to drive real, measurable change. At CX Master Academy, we focus on actionable insights that deliver real-world results. This is one of them.   Want more no-fluff, practical CX and leadership strategies? 🔔 SUBSCRIBE for more world-class training that empowers you to become a strategic leader and drive customer-centric growth.   #CXMasterAcademy #ChangeManagement #CXTransformation #Leadership #Communication #EmployeeEngagement #HumanAlignment #CXStrategy #PracticalExpertise #ResultsOriented

    24 min

  6. 11/04/2025

    Table Stakes - Getting CX Buy-In Without The Battle with Alain Thys

    Ever launched a CX transformation with a big bang, only to watch it… fizzle out? You're not alone. It’s that “painfully familiar scenario”: the kickoff is energizing, but six months later, everyone reverts to old behaviors, and your big initiative quietly fades into the background. It’s one of the most frustrating realities in CX. But why does it happen? And how do you finally make change stick? In this episode of Table Stakes, our Course Director Michel Stevens sits down with the man who literally wrote the book on it. Alain Thys, author of "The Transformation Code," challenges the "industrial age habits" and "outdated training methods" that sabotage lasting transformation. In this episode, you’ll get the playbook for real buy-in: The 3-Part Formula: Alain reveals his simple but powerful "Transformation Code" (Story x Resonance x Flow) that separates initiatives that fly from those that fade. Compliance vs. Invitation: Learn why most top-down change is just a "compliance story" (destined to fail) and how to create an "invitation" that people want to accept. Find Your "Hell Yeah": Why doesn't your "great story" get traction? You're probably missing "Resonance." Alain explains how to find what your audience actually cares about. Kaizen vs. Kakushin: Are you doing the right thing or just getting better at the wrong thing? Learn when to evolve (Kaizen) and when you need to "break the mold" (Kakushin). A 3-Step Action Plan: Get actionable advice for tomorrow if your CX project is losing momentum. If you're tired of change initiatives that don't change a thing, this episode is for you. Stop the battle for buy-in and start creating the conditions for real, sustainable transformation. Pull up a chair. Join the conversation. If you want to read Alain's book, head down to https://amzn.to/3Lmtk41

    38 min

  7. 10/28/2025

    Table Stakes - Beyond the Survey Trap with Frances Chapireau

    Across the globe people are measuring the customer experience with metrics like Net Promoter Score , Customer Satisfaction, or Customer Effort Score. These are very good metrics to measure the perception a customer has as they effectively measure the (perceived) Value for the Customer. What these don’t tell is what the Value for the Business, all the while organizations want to understand this. These metrics don’t tell either is what the context was under which these perceptions were created. And yet, this is where the key lies. This is one of the traps people have when they create surveys. Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extraordinaire pairs up with Frances Chapireau, Founder, Customer Experience Consultant and Facilitator of the LEGO®️ SERIOUS PLAY®️ Method. Together they dive into common issues when performing surveys and what you need to pay attention for. A good half an hour of your time, but a lifetime of wisdom (and better surveys) guaranteed!

    45 min

  8. 10/21/2025

    Table Stakes - Using Research to Drive Conversions with Daniël Granja Baltazar

    "We put the customer first", "we are customer-centric" and "we listen to our customers" are promises often heard among management. But what's behind these promises? Unfortunately, you often don't have to dig deep under the surface to reveal lack of action and consequences behind promises. The customers feel disappointed, the employees don't believe it, and management wonders: why did all the good intentions fail? The answer: Simply because it's not sufficient to have "good intentions" when putting Customer Experience on the agenda. Customer Experience must show financial value if you wish to ensure full backing from management and the rest of the organization. Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extravaganza meets Daniël Granja Baltazar, B2B CRO expert of Vodafone Business and uncovers the secrets on how you can transform your surveys to cold, hard cash. Or, at the very least, conversions.

    40 min
See All (15)

About

Ever wonder why customer experience is different in Denmark vs.Dubai? Or what ”good CX” even means in Poland? Table 7 pulls up a chair. Literally. Host Michel Stevens travels the globe, sitting down with sharp CX minds – marketers, restaurateurs, consultants, academics – to figure out what makes customer experience tick across different cultures. Forget generic advice. Get real conversations, cultural insights, and actionable CX ideas served fresh, city by city. Pull up a chair. Join the conversation.

Information

  • Creator
    CXM Academy
  • Years Active
    2K
  • Episodes
    15
  • Rating
    Clean
  • Copyright
    © Copyright 2025 All rights reserved.
  • Show Website
    Table 7