The One Where We Hitch Our Wagon – Helge Tennø E232

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How can a small CX team make a big impact inside a giant organization?
CX Passport guest Helge Tennø says the answer is simple... hitch your wagon to something bigger.

In this episode, Helge challenges CX from every angle. He questions whether “customer” is even the right word, brings anthropology into business, and shows how CX gains influence when human needs and business needs overlap. You’ll also hear about his love for ultra running, his dream of exploring Bangkok, and the pasta dish he cannot stop cooking.

What you’ll hear in this episode:

• Why anthropology belongs in CX strategy
• The danger of reducing humans to just “customers”
• Business design and the overlap of human and company needs
• Why you might want to stop saying “CX” altogether
• How to move from engagement metrics to real learning and value

CHAPTERS
00:00 Welcome to Norway
01:34 Change workshops and the human at the center
03:32 Anthropology and ethnography in CX
06:25 Business design explained
10:10 Why sometimes you should stop saying “CX”
13:11 Is CX ripe for disruption?
14:55 From customer centric to system centric
16:10 First Class Lounge
20:13 Why tech transformations fail without the human
22:48 Hitch it to something bigger
25:01 Closing the gap between what vs. why
29:40 Where to find Helge

Guest Links
LinkedIn: https://www.linkedin.com/in/helgetenno/
Medium: https://everythingnewisdangerous.medium.com/

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation.