CXM Academy Podcasts

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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

HACE 6 DÍAS

Table 7 in Germany - The Art of the Ands

Table 7 · S2 · E01 — The Art of the Ands Germany · with hosts Michel Stevens & Bram De Vos Michel and Bram packed a car in Belgium and drove eight hours into Germany to test a stereotype. Efficient. Organized. A little serious. They came back with the season's thesis instead: the best customer experiences aren't built by choosing between precision and warmth. They're built by holding on to both. Three interviews, two cities, ski jumping, river surfing, and one finger-wrestling champion. Chapters 00:00 — Why we drove eight hours to Germany 01:24 — Belgium to Munich. Eight hours, Michel's taste in music, coffee. 02:16 — Cologne. Meeting Dr Graham Hill (former plant geneticist) 03:00 — Marks & Spencer interviewed 3,000 Germans. Hired virtually none. 06:30 — The 5% rule, and why CRM isn't about customers 14:45 — Rethinking the stereotype on the way south 16:30 — Munich. Meeting Christian Peter, author of It Depends on the Ands 28:00 — AI in CX: more noise or more signal? 35:42 — The Eisbachwelle: a permanent surf wave in a city with no ocean 39:00 — Helmut Blocher: sixteen years, same conference, on purpose 43:03 — Frances Chapireau: surveys, closeness, and German trust 47:57 — South to the Alps. The Olympia Schanze. 51:00 — Thomas Post: competitive finger wrestler since age three Guests, in order of appearance Graham Hill — CX consultant, Cologne. PhD in plant genetics, three decades consulting some of the largest enterprises in Europe. Toyota-Lean lineage, jobs-to-be-done practitioner, sceptic of journey-mapping orthodoxy. LinkedIn Christian Peter — Munich-based author and former German banker. Author of It Depends on the Ands (the case for combining opposites in customer focus: data and human, automation and empathy, today and tomorrow). LinkedIn · Book Helmut Blocher — Organizer of the German CRM Forum, sixteen years and counting. Has deliberately refused to scale the event past a few hundred. Specialist in CRM, innovation, and transformation. LinkedIn · Conference Frances Chapireau — Keynote speaker at the German CRM Forum. British-born, Germany-based VoC specialist. Champion of customer-advisory boards over survey monoculture. LinkedIn Thomas Post — Reigning German champion in Fingerhakln (finger wrestling), Mittenwald. Third-generation competitor. Started at age three. Hosts Michel Stevens — Course Director, CXM Academy. CX practitioner, writer, and traveller. LinkedIn Bram De Vos — Co-host. The man who said yes to driving eight hours for a podcast. LinkedIn This episode was produced by CXM Academy, the school for people who want to actually do customer experience, not just talk about it. Use code TABLE7 for 15% off your first program. Limited time offer.

59 min
12 MAY

Table Stakes - Data-driven content - With Anthony Cocozza

The conversation explores the purpose of content marketing, emphasizing its role in reducing friction, increasing confidence, and deepening customer relationships. Content serves to reduce friction, increase confidence, or deepen the customer relationship

27 min
5 MAY

Table Stakes - Designing AI with care - With Sune Selsbæk-Reitz

The conversation explores the distinction between AI fluency and intelligence, highlighting the impact of fluency on human perception. It also delves into the concept of trust in AI language models and the influence of clear and convincing explanations. Takeaways AI fluency influences human perceptionTrust in AI language models is influenced by the clarity and confidence of explanations

23 min
28 ABR

Table Stakes - How to build a real CX Strategy - with Joan Sardà

The conversation delves into the essence of a real CX strategy, the assessment of organizational capabilities, the challenge of pushing back on quick fixes, prioritizing CX investments, connecting CX strategy to business outcomes, and starting a CX strategy. It emphasizes the importance of customer data, analytics, and organizational alignment in building a successful CX strategy. Takeaways Real CX strategy is not just a list of initiatives, but a clear-eyed assessment of what can be done and what should be done.Connecting a CX strategy to business outcomes requires a deep understanding of customer data, analytics, and organizational alignment. Chapters 00:00 Defining a Real CX Strategy05:38 Assessing Organizational Capabilities12:31 Prioritizing CX Investments28:08 Starting a CX Strategy

32 min
21 ABR

Table Stakes - From handle time to human time - with Luke Jamieson

The conversation explores why traditional contact center metrics, such as average handle time and service levels, often fail to reflect the real customer experience. Michel Stevens and Luke Jamieson discuss the human cost of outdated performance measures, the hidden role of technology in shaping both agent and customer outcomes, and how CX observability can help leaders see what is really happening across the contact center. Takeaways Traditional contact center metrics often reward efficiency at the expense of real customer experience.Technical issues, such as poor audio and weak desktop performance, can drive both customer distrust and agent attrition.CX observability offers a way to connect operational, technical, and experience data to create better decisions.

31 min
31 MAR

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
24 MAR

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
17 MAR

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

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
Años de actividad

2025 - 2026
Episodios

29
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