The CX Cast

Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.

In this engaging conversation, Debra Eddy, a guest lecturer at University College London and former FMCG marketing expert, reveals how universities are molding future CX leaders. She shares insights on adapting curricula to incorporate real-world skills, the importance of balancing soft and technical skills, and the role of AI in education. Debra highlights shifts in student attitudes and emphasizes hands-on consultancy projects that ensure students gain practical experience while maintaining academic integrity.

Discover why change management is crucial for successful customer experience (CX) transformation. The hosts dive into emotional engagement, leadership dynamics, and how AI can enhance change initiatives. They discuss the importance of customizing communications and involving employees in the change process to drive buy-in. Balancing technical and emotional aspects of change is essential for lasting impact. Join the conversation on addressing the pitfalls of metrics and fostering resilience in organizational transformations.

In this engaging discussion, Jason Bradshaw, Chief Customer Officer at Volkswagen Group Australia and an expert in CX and EX, shares his journey starting a business at 14. He emphasizes the universal importance of customer experience across all industries. Jason delves into defining CX principles, balancing personalization with respect, and the significance of sustainable cultural change over quick wins. He highlights how improved employee experience directly impacts customer satisfaction and advocates for consistent small improvements that yield significant returns.

Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success.

Join Paul Miller, a VP and principal analyst with a focus on mobility strategy, and Hannah Jachim, a CX researcher with expertise in autonomous systems. They tackle the need for a customer-centric approach to mobility, moving beyond tech jargon. Discover how electric vehicle charging can align with user goals and explore innovative city-led pilots that enhance energy efficiency. They discuss the critical balance between micromobility and mass transit, trust in autonomous systems, and the future impact of automation on workforce roles.

How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing measurement and analytics. Brad shares how to accurately measure the impact of marketing efforts, the evolution of marketing mix modeling, and the role of data science in modern marketing strategies.

Cecilie Kobbelgaard, Global Customer Journey Manager at Grundfos, shares her expertise in journey orchestration. She discusses the creation of a customer journey mapping "cookbook" and a Journey Atlas to standardize practices across business units. Cecilie highlights the challenges of implementing a consistent approach in an organization with varying levels of journey maturity. She emphasizes the importance of measuring progress and engaging leadership for sustainable improvements in customer experience, shedding light on the complexities of both B2B and B2C interactions.

J. P. Gownder, VP and Principal Analyst at Forrester, dives into the fast-paced world of technological change and its implications for organizations. He explains the Technology Change Quotient (TCQ), a measure that helps assess employee readiness for adapting to new tech. The discussion highlights striking shifts in customer expectations driven by technology, the crucial balance between seizing opportunities and navigating challenges of rapid advancement, and the need for leadership that fosters a culture of continuous learning.

Joana de Quintanilha, VP and principal analyst at Forrester, brings her expertise in customer journey innovation to the conversation. She discusses how companies can move beyond merely fixing broken experiences by co-creating value with customers. Joana emphasizes the need for a balance between data-driven insights and creative thinking. She also shares strategies for preparing innovation sessions, the importance of asking the right questions, and embracing discarded ideas to foster a culture of experimentation and improvement.