CXM Academy Podcasts

Table Stakes - Don't bring the CEO to CX with Anna-Maija Tanninen

The conversation delves into the unique challenges of B2B customer experience, highlighting the fundamental differences between B2C and B2B, the organizational challenge of customer centricity, and the shift from insights to action in B2B CX. It emphasizes the importance of measuring success in B2B CX and the role of CX governance and organizational structure in driving customer-centric initiatives. Takeaways * B2B customer experience differs fundamentally from B2C * Organizational challenge of customer centricity in B2B Chapters * 00:00 Introduction to B2B Customer Experience * 05:04 Challenges of Applying B2C Strategies in B2B * 11:36 Shifting from Insights to Action in B2B CX * 22:52 CX Governance and Organizational Structure

Table Stakes - Your customer don't want your product with Eckhart Boehme

The conversation delves into the Jobs to be Done methodology, emphasizing the importance of understanding the customer's job to be done and the common mistakes made in customer understanding. It also explores the Customer Progress Design methodology and the potential role of AI in Jobs to be Done interviews. Takeaways * Understanding the customer's job to be done is crucial * Jobs to be done methodology provides a lens to look at human needs Chapters * 00:00 AI in Jobs to be Done Interviews

Table Stakes - Your CX is too simple with Helge Tennø

The conversation explores the concept of systems thinking and its application in understanding the whole system, emphasizing the importance of interdependencies and relationships. It delves into the friction caused by customer isolation, the significance of information, and the practical adoption of systems thinking. Additionally, it addresses resistance to systems thinking and provides a starting point for CX leaders to implement systems thinking in their organizations. Takeaways * Systems thinking focuses on the whole, not just the parts * Understanding the interdependencies and relationships within a system is crucial Chapters * 00:00 Starting Point for CX Leaders

Table Stakes - Your personalization feels fake because it is with Rasmus Houlind

The conversation delves into the personalization trap, the core misunderstandings about personalization, the practical application of the personalization bow tie, the balance between data and privacy, practical steps for marketing leaders, and the use of personalization cards for practical execution. Takeaways * Data vs. Understanding * The Personalization Trap Chapters * 00:00 The Personalization Trap * 05:50 Core Misunderstandings * 10:55 Practical Application of the Bow Tie * 23:01 Balancing Data and Privacy * 30:42 The Personalization Cards

Table Stakes - The Workshop formula that works with Dimitri Jambé

In this conversation, Michel Stevens and Dimitri Jambé discuss the critical aspects of learning design and the impact of workshops on professional development. They explore the importance of trust in learning design and the need to optimize workshops for change rather than content coverage. Dimitri shares insights on structuring workshops for application and the future of learning design, emphasizing the role of human connection and the evolving use of AI in the learning process. Takeaways * Designing workshops for change * The importance of trust in learning design Chapters * 00:00 The Design Problem in Workshops * 09:06 What's in it for Me? * 15:06 The Moment of Learning * 23:13 Structuring Workshops for Application * 31:47 The Future of Learning Design