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Podcast : CX passport Search for original: Link Key Take Aways Emphasising small signals and attention to detail in service delivery enhances customer perceptions of care and professionalism. Internal customer focus can lay the foundation for superior external customer experience, especially in technically complex industries. Effective translation of specialised technical expertise into compelling stories strengthens external stakeholder engagement. Differentiation in commoditised industries hinges on the experience of project execution, particularly during installation, commissioning, and handling issues. Safety and organisational culture… Read more

Podcast : CX Passport Search for original: Link Key Take Aways Customer experience (CX) should be a means to solve real customer problems, not an end in itself, especially in complex organisations. CX is often hampered by over-reliance on frameworks, awards, and industry buzzwords, which can detract from delivering tangible value. In the Nordic context, success in digital transformation hinges on humility and understanding the inherent trade-offs faced by leadership. Customer-centric practitioners must balance outside-in thinking with an appreciation of… Read more

Podcast : uncensored CMO Search for original: Link Key Take Aways Creative leaders with extensive industry experience can positively influence organisational culture and innovation, particularly when they balance strategic business understanding with creative talent. Transitioning from executive roles can be seen as a phase of ‘weaning off’ from full-time responsibilities, allowing more personal freedom while remaining contributory. Having a strong belief system and intuition can serve as a guiding principle in career decisions, sometimes outweighing formal business plans. A consistent… Read more

Podcast : Next in Queue Search for original: Link Key Takeaways Contact centres are evolving from cost centres into strategic hubs underpinning customer insights and organisational growth. Measurement of success in AI-enabled contact centres remains nascent; organisations struggle to define meaningful metrics beyond traditional KPIs. The real value of AI lies in enhancing personalised customer interactions by matching the right interaction to the customer’s immediate need rather than broad demographics. Cashing in on AI’s potential involves reinvesting efficiency gains into… Read more

Podcast : Punk CS Podcast Search for original: Link Key Take Aways Customer experience remains an ongoing challenge, with many issues persisting unchanged for decades despite technological advances. AI’s potential is often overpromised; successful use hinges on enhancing the human, personalised, and intuitive aspects of customer interactions. Metrics such as call deflection or containment should be reconsidered; they are meaningful only when aligned with overall customer satisfaction and business outcomes. Systemic, incremental improvements, rather than large-scale deployments, tend to generate… Read more