CXM Academy Podcasts

CXM Academy

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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

4 NGÀY TRƯỚC

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 phút
3 THG 2

Table Stakes - The Workshop formula that works with Dimitri Jambé

In this conversation, Michel Stevens and Dimitri Jambé discuss the critical aspects of learning design and the impact of workshops on professional development. They explore the importance of trust in learning design and the need to optimize workshops for change rather than content coverage. Dimitri shares insights on structuring workshops for application and the future of learning design, emphasizing the role of human connection and the evolving use of AI in the learning process. Takeaways Designing workshops for changeThe importance of trust in learning design Chapters 00:00 The Design Problem in Workshops09:06 What's in it for Me?15:06 The Moment of Learning23:13 Structuring Workshops for Application31:47 The Future of Learning Design

35 phút
16/12/2025 · NỘI DUNG TẶNG THÊM

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 phút
09/12/2025

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.

1 giờ 1 phút
25/11/2025

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 phút
18/11/2025

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 phút
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 phút
04/11/2025

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 phút

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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

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CXM Academy
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CXM Academy Podcasts