The CXPod (Merete Medle &Joanna Carr)

In this episode of the CX pod, hosts Merete and Joanna welcome Lavrans Løvlie from former Livework Norway, now PwC to discuss the evolution of service design and its impact on customer experience. Lavrans shares his journey from industrial design to service design, the founding of Livework, and the transition to PwC. The conversation delves into the definition of customer experience, the importance of understanding customer journeys, and the complexities of ownership and responsibility in customer experience management. They also delve into the nuances of customer experience and management, exploring the evolution of customer-centric practices and the impact of technology on customer interactions, even touching upon the importance of voice of the customer programs and the role of employee experience in shaping company culture. The conversation culminates in practical advice on securing funding for customer-centric initiatives, emphasizing the need for a balanced approach that considers business, customer, and employee perspectives.

To follow Lavrans on Linkedin his profile is found here: https://www.linkedin.com/in/lavrans-lovlie/

I dagens episode diskuterer vi en artikkel skrevet av ingen ringere enn Joanna Carr, podkast vert i CX Podden! Artikkelen heter AI, Automatisering og CX; kombinajonen som skaper enestående verdi og tar for seg hvordan CX kan -og allerede påvirkes av AI og automasjon, hva forskjellen på AI og Automasjon er og når man bør bruke hva. Artikkelen har også en tilnærming til hvordan å lykkes med AI og automasjon i CX arbeidet, hva bør og bør man ikke gjøre, og ikke minst: etikk vedr bruk av maskiner som erstatning for mennesker. Artikkelen finner du her: https://www.allegro.no/aktuelt/ki-cx-og-automatisering/ Joanna og Merete - Med hjerte for CX

Jannecke is one of, if not the most experienced CX professionals in Norway. She is the CEO of Customer C, she is a founder of NCXN, a board member, mother and a strategy consultant! We are pleased to welcome Jannecke back to the pod, this time, for our 13 question challenge!

Jannecke is found here: https://www.linkedin.com/in/janneckedrangerthveding/

and to read more about Customer C: https://www.customerc.no/

Colin Shaw is an original pioneer of Customer Experience. LinkedIn has recognized him as one of the ‘World’s Top 150 Business Influencers‘, where he has over 292,000 followers and is one of the exclusive Top Voices which is the official LinkedIn influencer program. Colin’s company, Beyond Philosophy, LLC, has been recognized by the Financial Times as one of the leading management consultancies for the last four years. In this episode Colin gets challenged by the CXpods 13 question challenge, and we are so honored to have him, that we have dressed the same for the occation!

Who is Adrian, and is he the rebel of CX? We got to talk to this legend of a speaker and best-selling author on customer service, experience and engagement about his take on CX today, what matters and not, and not at least: Is it really possible to design an experience? A fun and engaging conversation with one of the pioneers within Customer Experience in Europe! This weeks cx position: how about this one: https://www.linkedin.com/jobs/view/3568356269/?alternateChannel=search&refId=GWulcnZrl%2Ff9hOzb85y7Ng%3D%3D&trackingId=NSqiOLviDXx2tOvCyCy0jg%3D%3D

For today's episode, we have read and gotten really inspired by the project "The Citizen Centric Police Initiative (Innbyggerstemmen)". The project aims to operationalise one of the police’s prioritized strategic areas: Improved service, increased availability and more efficient services to citizens. You can read the summary of the project, written by Anders Kjeseth Valdersnes, Director at PwC Norway, working with Service Design in the link below.

The project is unique in its challences, findings and approach to solution, and it is conducted in the finest service design-way. Totally inspiring, and we took the oportunity to dive into it to learn more, and simply find inspiration and motivation! The Citizen Centric Police initiative was selected as a Service Design Award 2023 finalist.

https://www.linkedin.com/pulse/citizen-centric-police-whatwhyand-how-anders-kjeseth-valdersnes/

I dagens episode diskuterer Joanna og Merete podcast-reisen så langt, med en aldri så liten recap av gjestene vi har hatt så langt, og hva vi tenker rundt temaene de har representert og belyst. Ikke mindre enn sju veldig dyktige gjester har bidratt med tanker og erfaringer fra alt fra Beyond Budgeting, via medarbeiderfokus og ledelse, til merkevarestrategi - for å nevne noen få. 

En perfekt oppsamlingsepisode om du ikke har tålmodighet til å høre på alle, med andre ord! 

PS: Husk å rate oss der du hører på podcast, og ikke nøl med å ta kontakt om du har ris, ros, generelle tilbakemeldinger eller ønsker kontakt for å diskutere noe spesifkt innen CX! Du finner oss på Linkedin: Joanna Carr og Merete Medle - eller på joanna@ncxn.no eller merete@ncxn.no

Ukens CX stilling finner du dessuten her: https://www.finn.no/job/fulltime/ad.html?finnkode=290960528

We are excited to welcome one of Canada's first customer experience experts Marc Gordon! We will be discussing the importance of viewing customer experience as a human process rather than just a business process, and Marc shares his unique perspective on customer experience, emphasizing authenticity and the need for companies to communicate effectively with their customers. The conversation also touches on the challenges businesses face in delivering exceptional customer service, the role of AI, and the significance of voice of the customer programs. Marc provides a compelling case study of a high-end restaurant that transformed its customer experience through innovative events, demonstrating the power of creativity in customer engagement.

Dont miss out on Marc on linkedin: https://www.linkedin.com/in/marcgordondotca/

And his website is: www.marcgordon.ca

Møt Joanna og Merete, i Norges eneste podkast om kundeopplevelse. De har begge lang erfaring og en gnistrende lidenskap for kunden og kundeopplevelsen, og i denne podkasten vil de ta for seg begrepene, prinsippene og de store og små spørsmålene som gjerne knytter seg til dette fagfeltet som i stadig større grad har en plass i de fleste organisasjoner. 

In this episode of the CX Pod, Merete and Joanna welcome Mikkel Korn Tved, a seasoned expert in customer experience (CX) and customer-centric business development. Mikkel shares his extensive background in the industry, discussing the importance of nurturing customer relationships and the challenges companies face in truly becoming customer-centric. He highlights the significant gap between executive perceptions of customer centricity and actual customer experiences, emphasizing the need for a solid foundation of insights to drive effective CX strategies. Mikkel also discusses the critical role of leadership in fostering a customer-centric culture and the necessity of financial justification for CX initiatives. The conversation concludes with Mikkel's insights on building a customer-centric organization and the importance of treating customers according to their unique needs. In this conversation, Mikkel discusses the segmentation of companies in relation to customer loyalty, emphasizing the need for continuous improvement and the importance of understanding customer feedback through voice of customer programs. He highlights the necessity of transforming data into actionable insights and the attributes that define a truly customer-centric organization, including culture and leadership.

Mikkel's linkedin: https://www.linkedin.com/in/mikkelkorntved/

Vi snakker om kunderelasjoner og kundeforhold, men er det egentlig reelle forhold og relasjoner når kommuikasjonen og dialogen bare går en vei? Vi har tatt en prat med venn og bransjekollega Hege Marie Brown, selvstendig konsulent og "relasjons-nerd" for å snakke om hvordan vi kan skape enda tettere emosjonelle relasjoner til kundene våre. Ukens CX stilling: https://www.linkedin.com/jobs/view/3591317306 Lenke til Hege Marie Brown sin linkedinprofil: https://www.linkedin.com/in/hegebrown

Det er en jungel av begreper der ute, knyttet til kundeopplevelse og arbeidet med den. Vi tar for oss noen av dem, og forsøker å gi struktur rundt vår oppfatning av hva som er hva innen kundeopplevelsesarbeidet. Og vil du lese Johannas bok om CX finner du den her: https://info.allegro.no/last-ned-cx-ebok

Meet Kristine, from Latvia, living in Norway working for international Ardoq as their Global Director of Customer Support. This weeks CX position: https://www.linkedin.com/mwlite/jobs/view/3552253706?referenceId=GxHCbRuz1HZOJJrXKjThqg%3D%3D&eBP=CwEAAAGHvx31ogY7dv5oFQUhrYkNI2jCa0W4o32dK7g0pG_jQb-nTCYerSv4UK79QKF8hxC5wXM-IXZNQhq_qjdWEGiebuvmeGcqVS-2DxzLPjMahhF-QNWTNTlTEx01uNbI4ZBbGTG54rFSjnCG8xa_9NVtkvGpcOWYPKluvtHu0UqW8eBXuQdakjVBooftdd_1XrOeNAIkCd8KiIlT-x7fKqADtljNQHPKkWGSzoOXWr4RvedtB0xyx5TfEqHcE5rV3fjQdzgIUIbplsy85vn5Da-T1w7bvNnGrMVErlAmn2kmZinSITdAKJ7AnB3TVJd0FGES_xHIGCjSrWY-tWhnfLWbgQJxSYtr2uRs9CpzvqMz7Vt2dbxQcDexRd8f In this episode we're diving into the topic of customer support and service in B2B, where Kristine shares some exciting insights on how a Norwegian-founded Enterprise Architecture Company scaled their customer service and support to meet the demands of their impressive international growth.

Sandra Thompson is the first Emotional Intelligence Coach in the UK. She has been working for years with bringing Emotional Intelligence, the skill, to customer and employee experience. In this episode she has said yes to our 13 question challenge, and certainly has put her own touch on it! Enjoy! Ps: unfortunately Joanna had some issues with her sound / echo during the episode but as it is too good not to publish, we hope you can excuse this😃 Sandras LinkedIn: https://www.linkedin.com/in/cxeisandra?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app

Clare is the founder of Women in CX (WiCx) and has so much passion for CX that she created her own job and a network for women and allies around it! In this episode, she takes on our 13 question challenge and gives us her perspective on some of the most asked questions about CX in 2024.

Feel free to check out Clare on Linkedin: https://www.linkedin.com/in/clare-muscutt/

And make sure to look up and register for the WiCx network here: https://womenincx.community/

The article mentioned in the conversation is to be found here: https://womenincx.community/articles-and-blogs/why-customer-centricity-may-be-killing-your-cx-strategy-by-clare-muscutt

In this week's episode, we give you a recap of our trip to London and the WiCx Conference, but with focus on the travel experience. We (Joanna and Merete) had quite different experiences with everything from the hotels we stayed at, to the journey itself, including restaurants, coffee shops and more. And if you stay tuned towards the end of the episode, you will get to see one of Merete's famous "rants" - this time in a positive, or more enthusiastic version, when talking about why technology - even in the service industry, never should replace humans.

Meet Ulrika Jonsson, CEO of Brilliant Future! We are touching upon important subjects like customer centric culture, digitalizing the customer journey and Ulrika shares her experience with transforming the culture in Microsoft and how Brilliant Future aims to be - and is, a strategic partner for their customers.

If you want to connect with Ulrika you will find her here: https://www.linkedin.com/in/ulrika-jonsson/

And also pay a visit to Brilliant Future, they are found here: https://brilliantfuture.se/

So ensure total transparency: Our pod-host Merete is on the board for Brilliant Future AB.

I denne ukens CX Podden hører du Merete snakke om Pride og kundeopplevelse, og sammenhengen mellom disse. Kundeopplevelse handler om mennesker. Pride handler i aller høyeste grad også om mennesker, likevel er svært mange organisasjoner i beste fall ubevisst neglisjerende når det kommer til inkluderende språk og representasjon. Dette er en personlig episode, så vel som en viktig episode innenfor kommunikasjonsdelen av kundeopplevelsen. Alle tilbakemeldinger er velkomne, såfremt de rettes på et konstruktivt vis. Happy pride fra oss i CX podden! Noen verdifulle lenker å ta med seg: Kjønnsinkongruens og begreper: https://kjonnsinkongruens.no/ressurser/begreper/ To podcast episoder som på en god måte belyser temaene: Om å være mamma til et kjønnskreativt barn: https://open.spotify.com/episode/2ILU82SZheUPwNwZdLLWhP?si=f05976de4fb84af9  Raising a trans child: https://open.spotify.com/episode/6ZGwlFQKaiRzKpWVqsiLBl?si=be786c026692459c

CX poddens aller første gjest er Bjarte Bogsnes, mannen som å kunne sies å være Beyond Budgetings far. Bjarte forklarer hva dette er, og vi reflekterer rundt hvilke effekter denne litt annerledese måten å se på budsjettering på, har på kundeopplevelsen. 

Bjarte er dessuten aktuell med ny bok ute i disse dager, og This is Beyond Budgeting får du tak i her: https://www.amazon.com/This-Beyond-Budgeting-Adaptive-Organizations/dp/1394171242

Og ukens CX stilling, UX designer for Vy ligger her: https://www.linkedin.com/jobs/search/?currentJobId=3407547357&keywords=ux%20designer

Meet Stine, this firework of a CX enthusiast from Denmark! With a great passion for inclusive customer experiences, she touches on two of the topics that we are the absolute most passionate about here at The CXPod! Stine explains why being inclusive and taking this factor into consideration when working with customer journeys is important - for humanity and for business, and she does off course also take on our 13 question challenge!

If you want to reach Stine, her linkedin is found here: https://www.linkedin.com/in/stinemarsal/

Fra Oktober 2021 til Oktober 2022 løftet ice bedrift seg fra jumboplass til førsteplass i EPSIs årlige kundetilfredshetsmåling. Joanna og Merete har derfor tatt en prat med Elin Røsholt Bakken, CX manager i ice bedrift, for å forstå hvordan de klarte dette løftet, hva de fokuserte på, og hva det har gjort med ice bedrift å klare denne fantastiske bragden. Dessuten finner du lenke til CX bootcamp her: https://info.allegro.no/cx-workshop-2023

Merete and Joanna went to London to attend the WiCx Conference and wow did we come home with a lot of inspiration, ideas, great mamories and even an award!

In this week's episode, we will summarize our experiences from the event and try to inspire as many people to attend next year, as this was amazing!

If you want to read more about WiCx you find information here: https://womenincx.community/

Vi har endret litt på CX Podden, og ønsker i denne episoden velkommen til en splitter ny sesong (2) og vårt nye konsept. I hver episode tar vi for oss en artikkel eller sak vi har lest/blitt tipset om, som vi diskutere og reflekterer rundt - der CX selvsagt fremdeles står i fokus! I denne episoden diskuterer vi en sak fra Women in CX, hvor Claire Muscott spør: Kan fokuset på kundesentrisitet ødelegge for strategien til et selskap?

Vi gleder oss til å høre hva du synes - rate gjerne episoden der du lytter til podkast, og legg igjen en kommentar i feedback-feltet!

Merete og Joanna

- Med hjerte for CX

Hvordan utvikler en av Norges største banker sine digitale tjenester for omnikanal og til kundens velbehag? Vi fikk en skikkelig spennende prat, og et innblikk i hvordan DNB har omfavnet så mange av prinsippene vi har diskutert i podden - slik at de kan jobbe i tverrfaglige autonome team på tvers av siloer, med stor autonomi og verdibasert ledelse - alt for å lage mest mulig kundesentriske produkter og tjenester til kundens - og DNBs beste! En "must-listen-episode" for inspirasjon og glede over at enkelte steder får man det faktisk veldig bra til!

Ukens CX Stilling fra DNV finner du her: https://www.linkedin.com/jobs/view/3509476338

Og Forsta sin løsning som Joanna nevner i episoden (ikke sponset) heter Crowdsourcing, og du kan lese mer her: https://www.forsta.com/resources/crowdsourcing/

In this episode, we welcome Martin Bruun Conradsen, a customer experience manager at Alfa Laval, to discuss the intricacies of customer experience management. We explore Martin's background, the importance of understanding customer needs, and the challenges companies face in delivering exceptional customer experiences. The conversation delves into the role of technology, employee experience, and the need for ownership in customer experience initiatives. Martin shares insights on trends in the industry and highlights IKEA as a prime example of effective customer experience strategies.

To follow Martin on Linkedin click here: https://www.linkedin.com/in/martinconradsen/

Please also note that the last part of the episode is generated by AI voice.

Robin might be Denmarks answer to Petter Stordalen energy-wize, and they are not that different in other aspects either! Robin booked a one way ticket to California and Silicon Valley at the age of 21 and didnt return until many years later. He has worked for companies like Matterport, Linkedin, Salesforce, WeWork to mention some, and currently he is transforming Zensai into a Customer Obsesed plattform for human engagement! Listen as he takes on our challenge with passion and lots of humor in this episode of The CXPod!

To follow Robin on linkedin, use this link: https://www.linkedin.com/in/robingdaniels/

Meet Diane, probably one of the greatest CX Celebrities we have in our time, and listen as we take her trough our question challenge!

With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She is also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field.

You will find Diane on Linkedin here: https://www.linkedin.com/in/dianemagers/

When being from a small, small coumtry like Norway, making and hosting a small, small podcast like CX Podden, it may seem a bit bold asking one of the biggest names within CX, all the way from the US to join the podcast. But as we are on a mission to engage and create enthusiasm around the field of CX, we dared to ask Annette Franz to join us, and guess what?! She said yes! Listen and learn about Annettes journey into CX, how it all started, and what her perspectives on CX are today? We will also find out if Norway is far behind the US when it comes to how we see and think around CX management, and there is even a blooper that we have decided not to cut from our lovely and inspiring chat with Annette! Enjoy!

In this weeks episode, Stine shares her story about transitioning from working in finance to becoming part of the leadership team at a Norwegian bank. We also discuss the importance of having a strategy to attract and retain customers, even though not everyone can be a customer in Stines case, as the bank she works for is only available to certain customers. Understand why, and hear Stines take on our question challenge!

And if you want to reach out to Stine, you will find her here: https://www.linkedin.com/in/stine-borgen-kronback-arildslund-34613886/

For this very special episode of The CXPod, Joanna and Merete gets the tables turned at the JourneyOps event held at Telenor Norway in august 2024. Founder of JourneyOps and Spark Design, Esa Nettamo, gets to ask them their very own questions from the pods question challenge, and here you can see how they did!

Dagens tema er Voice of the customer, eller "kundens stemme" om du vil. Joanna og Merete tar for seg hvilke ulike måter man har å skaffe kundeinnsikt på, hva som gjør en god kundeundersøkelse, hvilke fallgruver man bør unngå, og ikke minst hvordan man kan og bør bruke kundeinnsikt i kundeopplevelsesarbeidet. 

I tillegg fortsetter innslaget "Ukens CX stilling" og ukens stilling finner du her (lenke til Linkedin): https://www.linkedin.com/jobs/view/direkt%C3%B8r-kundeopplevelse-kvalitet-og-milj%C3%B8-at-postnord-norway-3339506918/?originalSubdomain=no

Jannecke Drangert-Hveding, fra Customer C (også medlem av Norsk CX Nettverk) har gjort et omfattende stykke arbeid for å kartlegge hva som definerer de Norske selskapene som faktisk lykkes med reell kundeorientering. Hun har kommet frem til fem faktorer, og i forbindelse med rapporten har hun skrevet en sak som vi har tatt for oss i dagens episode. Her diskuterer vi de fem faktorene, og dersom du har meninger om dem, kan du også delta i Norsk CX Nettverk sin World Cafe på nettopp dette temaet, torsdag 31.august kl 16.00 på Mesh Nationaleatret. Arrangementet er gratis.

Lenke til info og påmelding her: https://www.ncxn.no/world-cafe-reell-kundeorientering

Lenke til saken Jannecke har skrevet her: https://podcasters.spotify.com/pod/dashboard/episode/e28culp/metadata/edit

Fahim har gjort Customer Success til sin nisje, og bruker dagene på å hjelpe organisasjoner med å komme i gang med Customer Success arbeidet - og å ta organisasjoner fra å jobbe reaktivt med kundesupport, til å jobbe mer proaktivt med Customer Success. Men hva mer er egentlig customer success, hva har bedrifter å vinne på å fokusere på dette? Og ikke minst; hva er Fahims beste tips til å lykkes med arbeidet? Kanskje mest relevant for de som jobber med B2B, men absolutt et tankekors for B2C industrien også - fordi Customer Success har kommet for å bli, og kan fungere for alle segmenter - mener vi, i denne episoden. Ukens CX stilling er: https://www.linkedin.com/jobs/view/3481616232

Joanna og Merete tar for seg hvilke spådommer som ble gjort innen CX for 2022, hvilke som slo til, og hvilke som kanskje bør med inn i dette helferske nye året. Hva blir viktig fremover, hva klarte vi ikke å levere på i 2022 og hvorfor? En aldri så liten slags årskavalkade i årets første episode, hvor vi også diskuterer hvorvidt kundeopplevelsen er god eller dårlig i "Grevinnen og Hovmesteren"

Ukens CX stilling finner du her: https://www.linkedin.com/jobs/search/?currentJobId=3398524661&keywords=cx%20analytiker

I denne episoden tar vi for oss bloggartikkelen "Creating an action plan for your customer feedback strategy" fra Lumoa.

Vi går gjennom artikkelen som tar for seg hvordan å skape en action plan, samt hvorfor de ulike elementene er viktige.

Lenke til artikkelen finner du her:

https://www.lumoa.me/blog/customer-feedback-strategy-action-plan/

Joanna og Merete

- Med hjerte for CX

In this episode of the CX Pod, hosts Merete and Joanna welcome Michael Brandt, a seasoned expert in customer experience. They discuss Michael's journey in the field, the importance of complaint management, and the role of voice of customer programs. The conversation delves into the responsibilities of organizations in managing customer experience, the challenges posed by AI, and the significance of change management. Michael shares insights on creating a customer-centric culture, the balance between innovation and consistency, and the future of voice of customer initiatives. The episode concludes with practical advice on securing funding for customer-centric improvements and the importance of understanding customer needs.

Link to Michaels linkedin: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/

Hvordan skape og etablere kundeløfter og en kundestrategi? Johanna gir oss ert innblikk i sin tilnærming til dette arbeidet, og hvorfor dette er en så fundamentalt viktig del av kundeopplevelsesarbeidet. Vi snakker også litt om hvorfor det lønner seg å satse på kundeopplevelsen, og banner litt i kirken i form av å spørre om det kan bli litt mye kundeopplevelse også noen ganger? 

Del gjerne dine meninger med oss på linkedin eller på joanna@ncxn.no eller merete@ncxn.no. Du kan også laste ned Joannas e-bok her: https://info.allegro.no/last-ned-cx-ebok 

Ukens stilling; https://www.finn.no/job/fulltime/ad.html?finnkode=278520055

In this conversation, Andrew Carothers from Cisco discusses the evolution of customer experience (CX) within the company, emphasizing the importance of digital transformation and the integration of AI. He shares insights on how Cisco has developed its CX function over the years, the complexities of delivering a seamless digital experience, and the collective responsibility of all employees in enhancing customer interactions. The discussion also highlights the significance of understanding customer needs and the role of data in shaping effective CX strategies. In this conversation, Andrew Carothers discusses the importance of understanding the voice of the customer and how organizations can leverage AI and digital tools to enhance customer experience. He emphasizes the need for data democratization across departments and the critical role of employee experience in shaping customer interactions. The discussion also highlights the shifting attitudes towards digital customer experiences and the necessity of aligning customer experience initiatives with business metrics to demonstrate value and secure funding.

Link to Andrew's Linkedin: https://www.linkedin.com/in/andrew-carothers/

Vi tester video i denne ukens episode, hvor vi diskuterer denne saken fra Ipsos, som tar for seg 5 myter om Millennials. Vi har sett på mytene og forsøker å sette dem i et CX perspektiv - og håper du synes det er spennende, og kanskje ekstra gøy at du får se oss mens vi gjør det.

Lenke til saken:

https://www.ipsos.com/en/data-dive-millennial-myths-vs-realities

John Sills, or the yellow chair-man as we like to refer to him as, is the writer of the book Human experience; how to make life better for your customers and create a more successful organization (Book of the year 2023). He is also the Managing Partner at The Foundation. Today he is our eminent podcast guest, and has let us challenge him with our 13 questions on and about customer, or human experience as we like to call it! Enjoy!

I denne episoden tar vi for oss en artikkel av ingen ringere enn vår tidligere gjest, Adrian Swinscoe, hvor han tar for seg noen urovekkende trender innen kundesentre i 2023 - hvor han også adresserer hva han mener er viktige faktorer for å lykkes med en bra kundeservicetjeneste. Vi vet at Kundeservice ikke definerer hele kundereisen, men det er likevel en så vital del av den at denne artikkelen måtte vi prate om! Lenke til saken: https://www.forbes.com/sites/adrianswinscoe/2023/07/26/recent-research-suggests-that-something-has-to-change-in-the-contact-center-space/

Merete har for lengst erklært Jannecke som Norges CX dronning, og endelig er hun gjest i podden! Jannecke Drangert-Hveding startet i sin tid Norges første byrå som var eksperter på kundeopplevelse, hun brenner for kunden og faget, og har også jobbet med å implementere CX tankegodset i offentlig sektor i arbeidet med blant annet pasientreiser. Hun var med og drev Customer Experience Professionals Association (CXPA) i sin tid, og er også en av grunnleggerne av Norsk CX Nettverk. I dag driver hun for seg selv, under navnet CustomerC og har et brennende ønske om å skape enda mer engasjement og kunnskap for dette faget vi alle deler lidenskap for.

Ukens CX stilling finner du her: https://www.finn.no/job/fulltime/ad.html?finnkode=299536242

Og lenke til NCXN sitt Frokost og fagsnack finner du her: https://www.linkedin.com/events/7056563674525646849/comments/

Joanna og Merete tok en prat med Eirik Ekrann i Metro branding for å høre hvordan CX og merkevarearbeidet egentlig henger sammen. Og hvordan definerer man sin måte å differensiere seg på i en verden full av konkurrenter, og de ulike merkevarene leverer likere og likere kundereiser? 

Og husk å følge CX_Podden på Instagram, hvor vi bl.a live streamer fra Kampanje sin kundeopplevelsesdag 9.februar 2023 ! 

In this episode of the CX pod, hosts Merete and Joanna welcome Mike Robinson, a seasoned professional in the retail and customer experience space. Mike shares his journey from a small town in Pennsylvania to becoming a key player in the retail industry, discussing his passion for sustainability and optimizing customer experiences. The conversation delves into the importance of understanding customer needs, the impact of AI on customer interactions, and the necessity of creating memorable experiences that resonate with consumers. Mike emphasizes the need for businesses to adapt to changing consumer behaviors and the role of sustainability in shaping the future of retail. In this conversation, Mike Robinson discusses the evolution of loyalty programs, emphasizing the importance of understanding customer needs and preferences. He highlights the challenges companies face in becoming customer-centric and the significance of employee experience in enhancing customer satisfaction. The discussion also covers the role of voice of the customer programs in gathering insights and the necessity of treating employees as valuable assets to ensure a positive customer experience.

Link to Mikes Linkedin: https://www.linkedin.com/in/mikerobinsonsf/

I Norge finnes det et smalt utvalg om man vil utdanne seg innen CX, mens i Sverige har de kommet noe lenger. I denne episoden møter vi Helen Rigamonti med det fantastiske navnet og all hennes rike kunnskap om CX og hvordan dette faget har blitt større og større de siste årene. Helen utdanner CXere fra IHM Business School i Stockholm og brenner for å prate om - og utvikle faget. I tillegg er hun en "hoppa-rundt-chef", eller interim-leder om du vil, og har masse erfaring fra å lede selskaper fra ulike midlertidige roller - en perfekt måte å introdusere kundesentrisitet på, synes vi. 

Nyt dagens episode, og Helen finner du her: https://www.linkedin.com/in/helenrigamonti/

Ukens CX Stillling fra Eika ligger her: https://www.finn.no/job/management/ad.html?finnkode=291407656

Og sist men ikke minst: Info om Joannas CX Bootcamp ligger her: https://info.allegro.no/cx-workshop-2023

I dagens episode opplever vi en aldri så liten generasjonskløft, hvor Tage representerer den kommende generasjonen som forventer helt ande ting av kundeopplevelsene enn det f.eks. vi millenials gjør. Tage jobber med AI, og har tatt i bruk Chat GPT som hjelpemiddel for å forbedre kundeservice. Hvilke muligheter byr det på? Kommer menneskene til å bli helt erstattet i kundeopplevelsesarbeidet, og hvilke etiske problemstillinger står man ovenfor når man lar teknologi overta såpass mye av jobben? Få med deg en spennende og fremtidsrettet episode av CX Podden! Og ukens CX stilling fra Norwegian finner du her; Ta en titt på denne stillingen på Norwegian: https://www.linkedin.com/jobs/view/3508002142

Meet Michael, or Michel, or is it Steven? In this lovely episode where we invite this Belgian CX enthusiast to give us his take on our question challenge! Michel also talks about what customer service truly means and how it has evolved over time. He also highlights the importance of training employees in customer experience and mentions his work training a million people through the CX Master Academy.

Historien om Flyr fascinerer på mange måter, hvordan passasjerer ble gjester, vann ble igjen delt ut gratis ombord, og kabinpersonalet gikk med sneakers. Det tok (bokstavelig talt) av, da selskapet lanserte med bilde av en ikke spesielt mangfoldig ledergruppe - og fikk tyn for det, før selskapet vant det som virker som hele Norges hjerter med sin gode service, sitt gøyale språk, (en bag er en bag) og et helt nytt kundefokus. Tonje var med på reisen, både take-off, cruising og den kontrollerte nødlandingen som tilsutt ble nødvendig. Hør henne fortelle om reisen, strategiene for kundeopplevelsen og medarbeideropplevelsen - før hun avslører hva hun skal gjøre nå. Tonje finner du på LinkedIn.com/Tonje.langtangen Og ukens CX stilling fra Wolt finner du her: https://www.linkedin.com/jobs/collections/recommended/?currentJobId=3555843833

In this episode of the CXPod, hosts Merete and Joanna engage with Patrik Stoopendahl, a researcher from Lund University, to explore the evolving landscape of customer experience (CX) and its integration with technology. The conversation delves into the importance of understanding customer journeys, the role of market shaping in business strategy, and the unique challenges faced by higher education institutions in delivering effective customer experiences.

Patrik shares insights from his research on customer journeys, emphasizing the need for a holistic approach that goes beyond traditional purchase-driven models. The discussion also highlights the significance of cross-functional teams in fostering a customer-centric culture within organizations and the necessity of quantifying customer engagement to secure buy-in from stakeholders.

Overall, the episode provides a comprehensive overview of the current state and future directions of customer experience management.

Follow Patrik on linkedin: https://www.linkedin.com/in/patrikstoopendahl/

Vi har tatt en liten påskeferie, men selvsagt må vi publisere en liten påskehilsen.

Meet Jill Raff! She is all about "Insights Turning Employees Into Advocates and Customer Magnets", she is a Consultant, Speaker, Show Host, Columnist and CEO/Founder of Jill Raff Group, LLC.

Jill litterally grew up at McDonalds, and is still working towards the restaurant industry with CX and EX in addition to starring in her own podcast and livestream "Riffs with Raff"!

In this episode Jill underlines the importance of keeping the focus on the customer's experience and how technology can transform that experience. We also talk about the importance of investing in your employees and creating a culture that fosters empathy and engagement. Jill shares from her experience at McDonald's and lets us in on how they focused on delivering legendary service. Everything in between our question challenge, that is always part of our script.

If you want to get in touch with Jill, here are her details:

E-mail jill@jillraff.com

Webpage: https://www.jillraff.com/

Linkedin: https://www.linkedin.com/in/ex2cx-advisor/

In this episode of the CX pod, Merete and Joanna engage with Jørgen Schüren, who shares insights from his extensive experience in customer experience (CX) technology. The conversation covers Jørgen's recent career transition, the evolution of customer experience over the past 13 years, and the importance of proactivity in customer engagement. They discuss the challenges faced by customer-centric companies, the link between employee and customer experience, and strategies for securing funding for CX initiatives. Jørgen emphasizes the need for a company-wide commitment to customer experience and the importance of building a solid business case to gain support from management.

You can find Jørgen here: https://www.linkedin.com/in/j%C3%B8rgen-sch%C3%BCren-5579031/

What does harmony have to do with Customer and Human experience? We asked Olga Potaptseva, CX consultant and CEO at European Customer Consultancy (ECC), our 13 questions and once again we got new perspectives to them. Do not miss out on this educational episode, and also check out Olgas Linkedin and last but not least: CX panda!

You will find Olga here: https://www.linkedin.com/in/olga-potaptseva/

and CX Panda here: https://cx-panda.com/

Enjoy this teaser featuring Clare Muscott from Women in CX, who has been one of our first guests on the "new" CXPod. We have embraced video, we have changed the language to meet the requests from abroad (!) and we have made a 13 question challenge for our guests!

In today's episode, we discuss customer experience within the competitive legal and advisory business world, and what they can and need to do to deliver superior client experiences (CX).

Joanna is talking about this at a Women in CX event today, therefore we found it valuable to share some of it in the pod as well, where she shares a glimpse from a case that addresses this challenge by showcasing how to mobilise employees to consistently provide superior client experiences using practical collaborative design tools and a dynamic CX guidebook.

Melanie is the Global Partnership Leader at Kantar X Qualtrics, she is part of the Kantar CX Leadership Team and same as The CXPod's host Merete, Melanie is also a twin mum! This, and her quite different take on our 13 question challenge has made her an excellent guest at our podcast - enjoy this episode filled with laughter and great shopping tips too!

PS: As we struggled a bit with delayed sound in this episode, we seem to interrupt eachother even more than usual. Hope you can bear with us :D

You can find and reach out to Melanie here:

https://www.linkedin.com/in/melanie-wright-90699827/

Joanna og Merete møter Mette Hopsdal, Norges første (og oss bekjent, eneste) DNA direktør og ambassadør - og nå selvstendig næringsdrivende.  Metter brenner for DNA  - altså "Det Nye Arbeidslivet" som handler om å sette mennesket i fokus, og å satse på folkene i en organisasjon. Det handler også om tillitsbasert ledelse, og det er vi umiddelbart i skjæringspunktet kunde- og medarbeideropplevelse, noe vi velger å kalle people experience, for der det egentlig så ulike fag? Og påvirker de ikke hverandre ganske masse? Hør oss snakke om ulikheter og likhetstrekk i disse to disiplinene, hvor vi også diskuterer hvordan det jo egentlig handler om det samme, nemlig mennesker - i denne energiinsprøytingen av en episode hvor både vestlandsk temperament og latter sitter løst!  Ukens CX stilling fra Schibsted finner du her: https://www.linkedin.com/jobs/view/3453138855 Og husk; Følg CX_Podden på instagram! Mette finner du dessuten på www.mettehopsdal.no

In this episode of the CX Pod, Michael Killeen shares his extensive experience in customer experience (CX) and discusses the importance of defining CX, the role of employees and shareholders, and the challenges organizations face in implementing effective CX strategies. He emphasizes the need for cross-departmental collaboration, the significance of voice of the customer programs, and offers practical advice on securing funding for customer-centric improvements. The conversation highlights the evolving landscape of CX, particularly with the integration of AI and the necessity for organizations to adapt and innovate to meet customer needs.

Michael is found on linkedin here: https://www.linkedin.com/in/michael-killeen-cx/

I denne episoden møter vi vår venn og kollega fra NCXN, Jørgen Schüren! Jørgen er i tillegg Business Director innen CXM i trolig Norges eldste CX program selskap, nemlig Forsta, tidligere Confirmit.

Vi snakker om hvordan utviklingen har vært, og er, med tanke på å erstatte tradisjonelle kundeundersøkelser med "lytteposter" og hvordan konsolidering av data gir en helt ny verden av muligheter for å forstå kundene dine. Men hva gjør alle disse nye måtene å hente innsikt for oss, dersom vi ikke klarer å handle ut fra dem? Og hvorfor oppforder Jørgen noen av lytterne våre til å rett og slett legge ned VOC programmet sitt?

Det er noen av temaene i dagens episode av CX Podden.

Frem til sommeren vil vi ikke publisere flere Ukens CX stlillinger. Har du tips til stillinger du ønsker å dele, eller ønsker du å annonsere en ledig stilling der du jobber, kan du ta kontakt med merete@ncxn.no for en uforpliktende prat om spons/spot i podden.

Hva slags mandat trenger man for å lede kundeopplevelsesarbeidet, og spiller det egentlig noen rolle til hvem man rapporterer til som CX-ansatt i en bedrift? Merete og Joanna forsøker å nøste opp i hvordan arbeidet bør (og ikke bør) organiseres og drives, og hvordan man best mulig lykkes med CX arbeidet. 

Vi introduserer også "Ukens CX stilling" i denne episoden, og denne ukens CX stilling finner du her: https://app.cvideo.no/rikstv/stilling/8582

Katja Olilla has over 20 years of experience in B2B branding, communications and marketing. Currently she is the V of Group marketing and communications at Ahlstrom, where she is also responsible for establishing their NPS program, gaining actionable insight to operationalize improvements for their customers. Listen in to Katja giving us her take on our 13 question challenge, while we paralelly discover at least two rabbit holes, get excited about sustainability and the connection between brand and CX! Enjoy!

And if you want to follow or connect with Katja you find her here: https://www.linkedin.com/in/katja-ollila-b7a8382/

I dagens episode diskuterer vi en sak fra Kundeserviceavisen, som snakker om forskjellen på kundeopplevelse i privat vs. offentlig sektor.

Er det en forskjell? Ja! - definitivt! Så hva trenger offentlig sektor å bli bedre på? Og hvordan?

Vi reflekterer over teamet i ukens episode og toucher også innom noen personlige erfaringer hvor kundeopplevelsen kanskje ikke var den beste...

Link til saken: https://kundeserviceavisen.no/2022/03/20/kundeservice-i-privat-eller-offentlig-sektor-er-det-noe-forskjell/

In this episode of the CX Pod, Merete and Joanna welcome Camilla Norseng, Lead CX at Lyse Tele, to discuss the intricacies of customer experience (CX) in the telecom industry. The conversation covers Camilla's background, the importance of customer exit experiences, and the shared responsibility for CX across all levels of an organization. They delve into the challenges of meeting customer expectations, the significance of employee experience in delivering great customer service, and the role of voice of the customer management in shaping business strategies. Camilla shares insights on building trust as a challenger brand and the attributes that define a successful customer-centric company, concluding with memorable customer experiences that inspire her work.

Camillas linkedin is here: https://www.linkedin.com/in/camilla-norseng-1399289/

Unfortunately we couldn't find the commercial from Nice mobil...

In this very international episode, we are delighted to have Gavin Scott guesting our little CX show. Gavin lets us in on his thoughts on what customers will want more of in 2023, what trends he has seen in 2022 and we also got him to comment on a not too good pizza ordering experience, before explaining to us what "the pizza test" is.  If you like Gavin, you will find his podcast here: https://gavinscott.me/podcast/

I denne ukens episode, fortsatt på video, diskuterer vi en sak av Yvonne Fosser og Rune Semundseth som handler om Kulturanalyse og kulturkoding. Vi forsøker å reflektere strukturert rundt hvordan dette henger sammen, hvordan man skaper god kultur, som også er kundesentrisk og hvordan kulturen vedvarer. Det er et vanskelig tema, og det er lett å gå seg litt vill - noe vi absolutt gjør, før fotball-analogier hjelper oss tilbake på riktig spor. Neste uke og uken etter tar CX podden høstferie, så er vi tilbake i uke 42!

To succeed with customer experience, one of the key factors is to be able to measure and get value out of customer insights. And who better to talk to about this than Suvi, who has so much passion for this, that she founded her own company to do it! With a mission to disrupt how companies use open end comments as source for valuable customer insights, we find her the perfect guest for the pod! 

Hear us talk about this, and also touch upon subjects like networking, how to create a customer centric culture in a company that aims to help others and much more, in this second english-speaking episode of CX podden! And also: you might learn some finnish!

This week´s CX role from Fortum is found here: https://www.finn.no/job/fulltime/ad.html?finnkode=290585164

And if you want to talk more to Suvi, you find her here: https://www.linkedin.com/in/suvilindfors/

Also, do not forget to sign up for the CX Bootcamp: https://info.allegro.no/cx-workshop-2023

In this episode of the CX Pod, hosts Merete and Joanna celebrate the two-year anniversary of their podcast with guest Esa Nettamo. They discuss Esa's journey from design to customer experience, the importance of customer journey management, and the evolving definitions of customer experience. The conversation highlights the need for executive ownership of customer experience initiatives, the role of quality assurance, and the skills required for effective customer journey management. The episode emphasizes the significance of understanding both customer and business perspectives in creating seamless experiences. In this conversation, the speakers delve into the complexities of customer experience, emphasizing the need for organizations to bridge silos and foster collaboration across departments. They discuss the challenges of understanding customer centricity, the importance of accurate customer insights, and the role of voice of the customer programs in enhancing customer experience. The conversation also explores the transformative impact of technology, particularly AI, on customer interactions and the future of customer experience management.

Esa´s linkedin: https://www.linkedin.com/in/nettamo/

Merete har blitt syk, dermed er ukens episode et soloshow med Joanna, hvor hun kommer med tips til hvilke kvaliteter man trenger som CX leder! CX podden tar nå en liten juleferie, før vi er tilbake på nyåret med gjester, mange spennende temaer og annet CX relatert! 

Ukens CX stilling finner du her: https://www.linkedin.com/jobs/view/3363277702 

Og Joannas e-bok kan du laste ned gratis her: https://info.allegro.no/last-ned-cx-ebok

In this episode of the CX pod, Joanna and Merete discuss the recent International Customer Experience Awards and welcome Helge Tennø, a customer experience expert.

They explore Helge's journey into the field, the evolution of customer experience, and the importance of aligning customer needs with business strategy. The conversation also touches on the role of data, the concept of the premium puzzle, and the challenges of operationalizing customer experience across organizations. In this conversation, Helge, Joanna, and Merete explore the intricacies of customer experience (CX) in organizations, discussing the importance of mapping customer needs to business value, the challenges of governance, and the role of leadership in driving CX initiatives. They emphasize the need for empowering frontline workers, the significance of data quality, and the necessity of transforming customer-centric business practices. The discussion also touches on the limitations of voice of the customer programs and the strategies for securing funding for CX initiatives.

 

 Linkedin: https://www.linkedin.com/in/helgetenno/

Helge´s own website: https://everythingnewisdangerous.medium.com/

Eirin Olsen lever og ånder merkevaern Rituals, men om du spør henne hvilket produkt hun kjøpte første gang hun entret en Rituals butikk, så husker hun ikke produktet - kun opplevelsen - som var hele årsaken til at hun ville begynne å jobbe akkurat her. Eirin loser oss gjennom noen av "hemmelighetene" bak Rituals enestående konsept og kundeopplevelser, og deler litt om hva som gjør at så mange av de ansatte lever og ånder for merkevaren som også må nevnes å være en av Joannas absolutte favoritter. En etterlengtet episode hvor fokuset er på på retail opplevelsen - som jo er der mennesker møter mennesker.

Ukens CX stilling er Head of Customer Success for Culture Intelligence, og mer info finner du her: https://www.linkedin.com/jobs/view/3512837367/

He introduces himself as what happens when a musician and pastor turns Walt Disney Imagineer turns CXO, Founder and author gets and beats cancer turns CEO to help humanize the world, one person at a time! Meet Shawn Mason from USA and hear his take on our 13 questions!

Denne episoden starter med årets største avsporing så langt, men hva gjør vel det når temaet vi sporer av med er så viktig? Ellers diskuterer vi hvordan man skal komme i gang med arbeidet etter at CX strategien er lagt og kundeløftene er etablert. For hvor starter man? Og hvordan? 

Nok en episode med refleksjoner og tanker rundt faget, organisering og ikke minsk - menneskene i det hele. 

Og som alltid, ukens CX stilling finner du her: 

https://careers-dnv.icims.com/jobs/20850/group-customer-experience-manager/job?%3Fmode%3Djob&iis=Job+Board&iisn=LinkedIn&mode=job#