Shows
The CX Lens: Rethinking leadership through the customer lensThe CX Lens: 2025 in review What This Episode Is About:2025 was the year AI got serious — and customer trust got shaky. In this special extended episode, The CX Lens dissects the forces reshaping customer experience: from agentic AI and predictive support to the rising cost of losing the human connection. With insights drawn from 58 expert sources, we explore what defined CX leadership this year — and what’s next.This isn’t a highlight reel. It’s a deeper lens on the tensions behind the trends. Key Themes:AI + Empathy: Why the smartest systems still need human softn...
2025-12-2245 min
Cows and EffectEpisode 2. Farmer jail, the first rule of ecology club and carry on with your dull stuff.We're staying in Ireland for Episode 2 and talking about a research paper that looks at four different pasture types (permanent pasture, perennial ryegrass, a six species mixture and a twelve species mixtures) under grazing. They measured yields, nutritive value and how plant species persisted and it's all fascinating stuff (it helps, if you keep telling yourself that). There's more. Paul cries at a boat. Michael reveals his Joel Williams man-crush. And there's four jokes. Here are the links. First things first; a link to a biograph of Fridtof Nansen. There's loads of stuff...
2025-07-311h 21
The CX Lens: Rethinking leadership through the customer lensLayovers, Loyalty, and Lost Bags — CX in Air Travel🪞 What This Episode Is About:What happens when you run an industrial-scale operation — but every mishap feels deeply personal? This episode unpacks the paradox at the heart of air travel: balancing relentless efficiency with real empathy. From lost bags and delayed flights to loyalty points and profit margins, we explore how airlines can turn operational friction into moments of trust — and why the brands that master this paradox will fly further with their customers.📌 Key Themes:High Emotion, High Volume: Why one lost bag can undo a million smooth flightsWhat Really Drives Cho...
2025-07-2720 minThe CX Lens: Rethinking leadership through the customer lensCheck‑In or Check‑Out? The Real CX Game in Hospitality🪞 What This Episode Is About:Behind every memorable customer experience is often a frontline employee who went off-script. In this episode, we explore how Ritz-Carlton, Four Seasons, and Airbnb Luxe design for trust, not just control—empowering staff to improvise, personalize, and create extraordinary moments that no checklist could predict. Because in high-stakes service, the difference between check-in and check-out is often a single human gesture.📌 Key Themes:Autonomy in Action: Why service excellence starts with trustImprovisation over Protocol: When the magic happens beyond the manualCulture First, Rules Second...
2025-07-2021 minThe CX Lens: Rethinking leadership through the customer lensEngineering Delight at Scale: What CX Leaders Can Learn from Theme Parks🪞 What This Episode Is About:Is it possible to delight millions—without becoming mechanical? In this episode, we go behind the scenes of the world's most iconic theme parks to explore how brands like Disney, Universal, and Europa-Park deliver consistent magic at massive scale. It's not just logistics—it's leadership. From scripted surprises to spontaneous moments, we ask: how do you design authenticity into a system? And what can CX leaders learn from environments built to create wonder under pressure?📌 Key Themes:Deliberate Design: Why standout moments must be engineered—not left to chan...
2025-07-1312 minThe CX Lens: Rethinking leadership through the customer lensAI and the Customer: Redefining Service, Reshaping Experience🪞 What This Episode Is About:Artificial Intelligence isn’t just transforming how we serve customers—it’s redefining what service is. In this episode, we explore how AI is shifting customer experience from reactive to predictive, from scripted to hyper-personalized, and from human-led to human–machine collaboration. But as AI grows smarter and more empathetic in tone, a deeper question arises: What happens to trust, authenticity, and the human touch?📌 Key Themes:AI as First Contact: From chatbots to copilots, AI is the new front doorSimulated Empathy: The power—and limitations—of AI-generated ca...
2025-07-0619 minThe CX Lens: Rethinking leadership through the customer lensNPS: Metric, Myth, or Movement? Rethinking the Role of Net Promoter Score in Modern CX Leadership🪞 What This Episode Is About:The Net Promoter Score was supposed to be the one number to rule them all. But as more leaders look beneath the surface, a question emerges: has our obsession with NPS made us forget what it was meant to serve—understanding the customer? In this episode, we explore the rise, misuse, and rebirth of NPS. It’s not about abandoning the metric, but about moving from scores to stories—and reclaiming CX as a strategic leadership tool, not just a scoreboard.📌 Key Themes:The Simplicity Trap: Why NPS works—and where it f...
2025-06-3014 minThe CX Lens: Rethinking leadership through the customer lensLEGO and the power of friction: building customer experience brick by brick🪞 What This Episode Is About:While the world rushes toward frictionless convenience, LEGO has built a different path—one brick at a time. In this episode, we explore how LEGO’s customer experience model thrives on tactile play, intentional constraints, and a philosophy that says: effort matters. With initiatives like LEGO Insiders, sustainability campaigns, and inclusive retail experiences, LEGO shows that loyalty isn’t earned by removing friction—but by designing the right kind of it.📌 Key Themes:Tactile Power: Why physical interaction builds stronger emotional connectionsCreative Constraints: How limitations unlock imagination—an...
2025-06-2318 minThe CX Lens: Rethinking leadership through the customer lensCustomer Experience Without Competition: Rethinking CX in the Public SectorNo Rivals, No Excuses: Leading CX in the Public Sector🪞 What This Episode Is About:Public services don’t compete. Citizens can’t switch providers. So how do public leaders drive great experiences without the push of market pressure? In this episode, we unpack the paradox at the heart of public sector CX: limited choices, but unlimited responsibility. From infrastructure breakdowns to human dignity gaps, we ask—what does it really mean to lead CX when there's no competition but everything at stake?📌 Key Themes:The Trust Paradox: Earning trust without market pressure...
2025-06-1615 minThe CX Lens: Rethinking leadership through the customer lensWho Owns the Customer? Why Leadership Needs to Stop Outsourcing CX🪞 What This Episode Is About:We love to say “everyone owns the customer.” But in most organizations, that really means no one does. In this sharp and provocative episode, we explore the dangerous comfort of outsourcing customer experience—not just to vendors, but to silos, systems, and internal excuses. From Klarna’s AI reversal to B2B blind spots, we examine what happens when leadership disappears from CX.📌 Key Themes:The illusion of shared CX ownership—and its real costLeadership’s failure to take strategic responsibility for customer outcomesToxic incentives a...
2025-06-0918 min
LandbouwMechanisatie ZomertourZomertour 2025 | Terugblik op dag 5De vijfde dag van de LandbouwMechanisatie Zomertour 2025 beginnen redacteuren Chris Vlaanderen en Jasper Lentz bij het akkerbouwbedrijf van Mischa Raedts in Sevenum. Na een kort ritje bezoeken ze Abemec om vervolgens naar Coenders Lottum te rijden. Na een bezoek aan AM Machinery en Vomumatra komt het redactieduo aan in Nuth bij het akkerbouwbedrijf van familie Meels.
2025-06-0611 minThe CX Lens: Rethinking leadership through the customer lensThe B2B CX Shift: Competing on Experience in 2025In this episode of The CX Lens, we delve into the evolving landscape of B2B customer experience management (CXM) as we approach 2025. With CX becoming a pivotal differentiator, B2B organizations face the challenge of delivering value across complex customer journeys involving multiple stakeholders. We explore strategic CXM archetypes, the impact of emerging technologies like AI and blockchain, and how leaders can align CX initiatives with both operational efficiency and emotional resonance.💡 What You’ll Learn:The growing significance of CXM in B2B marketsThree universal CX goals: Relieve, Enable, Enrich...
2025-06-0216 minThe CX Lens: Rethinking leadership through the customer lensKlarna’s AI Curveball: When Speed Isn’t ServiceWhat looks like a tech reversal is often a leadership reckoning. Klarna made global headlines when it slashed human support jobs in favor of AI—only to later rehire. But this isn’t a story of retreat. It’s a mirror for every leader chasing efficiency. When fast isn't enough, when empathy can’t be faked, when trust starts slipping… how do you steer? Klarna’s pivot reveals something deeper about what it really means to lead customer-first in an AI age.
2025-05-2618 minThe CX Lens: Rethinking leadership through the customer lensThe Disney Blueprint for Customer Experience ExcellenceWhat if the “magic” of Disney wasn’t magic at all? In this episode, we unpack the carefully engineered reality behind Disney’s customer experience playbook. From obsessing over details to empowering employees as performers, Disney has turned process into enchantment. But here's the tension: can modern leaders replicate this without falling into the trap of surface-level mimicry? Or worse—thinking that culture alone will conjure CX excellence? We explore what’s replicable, what’s not, and what leaders must truly internalize to lead customer-first organizations.
2025-05-2008 minThe CX Lens: Rethinking leadership through the customer lens🎙️ Introduction: Why The CX Lens?What happens when a podcast is fully created by AI — but led by the customer perspective?In this short introduction, we unpack what The CX Lens is all about: a weekly, AI-generated podcast curated by CX strategist Ludo Raedts, designed for leaders who believe customer experience isn’t just a function — it’s a lens that reshapes how we lead.You’ll hear how tools like NotebookLM and Perplexity are used to generate each episode, how a custom GPT assistant challenges the process, and why this series skips the fluff to focus on sharp, customer-centric insight.
2025-05-1904 min
DAIRY CountryEpisode 55 - Hot science & industry insights: expert takes on gene tech, dairy innovation & moreIn this episode, we hear from experts at the Australasian Dairy Science Symposium, discussing the latest in dairy innovation, from benchmarking farm performance to using DNA technology for pest management. Plus, Glenn Jones shares insights from the Australian Dairy Conference and what’s coming up for farmers at this year’s SIDE event. Guests include: Kathryn Guthridge, Senior Research Scientist, Agriculture Victoria Research Peter Raedts, Researcher, University of Tasmania Mark Neal, Head of Data Science, DairyNZ Glenn Jones, Governance Group Chair, SIDE Hosts: Sheryl Haitana, Editor, Dairy Exporter Anne Lee, Deputy Editor, Dairy...
2025-02-2749 min
Big Pool Theory - Der Podcast, der für's Schwimmen Wissen schafftFolge 22: Mental gesund am Beckenrand - Über psychische Herausforderungen und Resilienz im TraineralltagWir Trainerinnen und Trainer sind ziemlich stark gefordert, nicht selten haben wir gleich mehrere Rollen zu erfüllen: Neben Technik- und Taktikvermittler sind wir Trainingsplaner, Organisator, Mentor, Pädagoge und oftmals auch Psychologe und Gesundheitsmanager für unsere Athleten. Und das gerade im Leistungssport so gut wie jeden Tag. Zur Ruhe kommen wir selten. Selbst in vermeintlichen Pausenzeiten sitzen wir zum Beispiel über der Saisonplanung oder organisieren das nächste Trainingslager. Dass es uns selbst dabei auch mal mental nicht gut gehen kann, ist mittlerweile durch Studien gut belegt. Gesprochen wird darüber jedoch selten. Das wollen wir ändern! In dies...
2025-01-0136 min
Passie als KompasE31. Maddie Raedts | Over het opbouwen en verkopen van een internationaal influencer marketing bedrijf.Haar kracht is vanuit het niets iets neerzetten, een échte visionair. Ze is een creatief ondernemer met een indrukwekkend trackrecord. Als pionier in influencer marketing zette ze een internationale standaard neer en bouwde ze een bloeiend bedrijf op dat ze met succes verkocht.
In deze interessante aflevering gaat onze host Rob van Ravenstein in gesprek met creator Maddie Raedts. We praten over haar nieuwe rol als adviseur en angel investor, en haar drang om andere startende ondernemers te ondersteunen. Maar ook deelt Maddie over haar reis eigen van idee tot internationale onderneming, en hoe ze als ondernemer s...
2024-11-2147 min
Mr. T's TijdreisAflevering 5 - Koningin Clothilde en de doop van ClovisDeze aflevering:Het is het jaar 496. De zeventienjarige Adelinde is aanwezig bij één van de meest bepalende gebeurtenissen voor de religieus culturele toekomst van West-Europa. De Frankische koning Clovis zal het heidendom van zich afwassen en bekeert zich tot het christendom. En dat is voor een groot deel te danken aan een machtige vrouw: koningin Clothilde.
Ga je met me mee op tijdreis naar de middeleeuwen?
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2024-10-0120 min
Topsport Topics PodcastMentaal gezond, duurzaam en optimaal presterenIn deze aflevering van de Topsport Topics Podcast gaan we het hebben over de prestatiecyclus van mentaal gezond, duurzaam en optimaal presteren. We bespreken de drie fases van deze prestatiecyclus: mentale voorbereiding, excelleren en mentaal herstel. Want wat is het belang van een mentale voorbereiding? Wat is er nodig om te kunnen excelleren? En waarom is mentaal herstel -voor zowel sporters als coaches- essentieel voor een duurzame carrière? Nikki Kolman praat hierover met Eefje Raedts, hoofdexpert prestatiegedrag en mentale gezondheid bij NOC*NSF, en met ex-schaatsster en ervaringsdeskundige Ireen Wüst.
💻 www.topsporttopics.nl
2024-02-0650 min
FOLLOW MEMaddie Raedts, Creative Entrepreneur & Founder Of Bond: Disrupting The Traditional Commerce Model Of Influencer MarketingMaddie Raedts, a creative entrepreneur who launched her first company at 21 and is now working on her new venture, Bond, joins us today to discuss her career in entrepreneurship and her goal of revolutionizing influencer marketing.
Maddie introduced Bond to disrupt the traditional commerce model. In our conversation, Maddie breaks down the details of starting your own company and how taking risks to follow a career in alignment with your passion can have major results. She walks us through the steps of selling a successful agency, the challenges of developing her new app, and how diversifying revenue s...
2023-06-2028 min
BX1 - Le duelLe duel – Le bilan des clubs bruxelloisCe mercredi, + d'Actu revient sur cette saison de Pro League et sur la prochaine, où trois clubs bruxellois joueront au plus haut niveau. Mais il y a de quoi s'interroger : qu'est-ce qu'un club bruxellois quand les actionnaires n'ont rien de bruxellois ? Quelles sont les ambitions sportives des uns et des autres ? Pour en débattre, Fabrice Grosfilley reçoit deux journalistes. Guillaume Gauthier, pour Le Vif et Guillaume Raedts pour Le Soir et La Capitale.
2023-06-0724 min
Clubhouse - FRS01E17: 'Van Aert, C'est un coureur frisson'La saison de cyclo-cross à présent terminée, l’heure est venue de s’intéresser à celle sur route.Pour se faire, nous recevons Alexis Raedts, cycliste amateur, créateur de la page Cyclistes Belges sur Twitter et fondateur du podcast Le Petit Plateau.Véritable passionné, il nous fait part de ses favoris pour la course d’ouverture du calendrier belge, le Circuit Het Nieuwsblad. Son vainqueur potentiel ? L’inévitable Arnaud De Lie, qui a déjà levé les bras à plusieurs reprises cette saison.On parlera aussi des classiques italiennes comme les Strade Bianche ch...
2023-02-2436 min
Sudinfo SportsLe profil idéal pour remplacer Martinez, l’avenir des Diables…: nos experts se mouillent dans «La quotidienne Mondial 2022»Dans « La quotidienne Mondial 2022 » de ce vendredi 2 décembre, Frédéric Larsimont et Guillaume Raedts, nos envoyés spéciaux au Qatar, reviennent sur la cruelle élimination des Diables rouges au Mondial.
2022-12-0219 minSudinfo SportsQatar 2022 - Crise chez les Diables rouges: Eden Hazard et Thibaut Courtois tenter d'éteindre l'incendieDécryptage avec nos envoyés spéciaux, Guillaume Raedts et Frédéric Larsimont. Présentateur: Grégory Bayet
2022-11-2912 min
#teamretailDe digitale transformatie van de fysieke winkel, learnings uit 2 jaar toegepast onderzoek door de PXL Hasselt met Evi Knuts, Hermien Raedts & Steven Palmaers #40Vandaag aan de microfoon niet 1, 2 maar 5 verschillende gasten voor de veertigste en laatste aflevering van seizoen 2Samen met Evi Knuts, Hermien Raedts en Steven Palmaers van PXL Smart ICT en Expertisecentrum PXL - Innovatief Ondernemen bespreken we de learnings van twee jaar toegepast onderzoek naar de digitale transformatie van de fysieke winkel van de toekomst.Het mooie aan dit onderzoek is dat het gevoerd werd bij en met kmo's, lokale retailondernemers in co-creatie met technologie partners over een periode waarin de digitalisering een vlucht nam door de pandemie.In deze podcast horen jullie...
2022-06-2839 minBX1 - Le duelLe face à face – Qui de l’Union ou du Sporting fera vibrer les Bruxellois la saison prochaine ?La montée de l'Union Saint-Gilloise en Division 1A fait des émules. La saison prochaine le club saint-gillois rejoindra le RSC Anderlecht au sein de l'élite belge. Alors qui de l'Union ou du Sporting fera vibrer les Bruxellois ? Réponse dans le face à face de Toujours + d’Actu ce mercredi avec Yves Taildeman, journaliste au sein de la DH, Bernard Bolly, journaliste chez Eleven Sports et Guillaume Raedts, journaliste sportif au Soir.
2021-05-2715 min
Sudinfo SportsL'analyse du mercato hivernal d'Anderlecht avec Guillaume RaedtsLe mercato hivernal anderlechtois analysé par notre spécialiste Guillaume Raedts.
2021-02-0204 min
Sudinfo SportsRésultats, course au Top 4 et mercato: le point sur la situation d'AnderlechtGuillaume Raedts, notre journaliste spécialisé sur l'actualité d'Anderlecht, fait le point sur la situation des Mauves à neuf journées de la fin de la phase classique du championnat.
2021-02-0104 min
Sudinfo SportsDiables rouges : présentation d'Islande - Belgique avec Guillaume RaedtsGuillaume Raedts, notre journaliste "Diables rouges", préface la 4e journée de Nations League entre la Belgique et l'Islande
2020-10-1403 min
Sudinfo SportsPrésentation de Belgique - Côte d'Ivoire avec Guillaume RaedtsPrésentation de Belgique - Côte d'Ivoire avec Guillaume Raedts
2020-10-0705 min
Harper's Bazaar PowercastMaddie Raedts over het opstarten en uitrollen van haar influencer marketing agencyOndernemer Maddie Raedts over IMA, haar influencer marketing agency. Ze geeft een kijkje achter de schermen van de fusie met Mediamonks, en vertelt over het internationaal uitrollen van het bedrijf. See acast.com/privacy for privacy and opt-out information.
2020-03-2519 min
CRO.CAFE NederlandsBedrijven gaan schofterig om mensen, wat kunnen we daar aan doen? met Polle de Maagt en Lude RaedtsPolle en Ludo vinden dat bedrijven wel eens wat beter mogen omgaan met klanten, hier hoor je wat ze allemaal mis vinden gaan en wat we er aan kunnen doen om die menselijkheid terug te krijgen.
2019-12-1234 min
CRO.CAFE NederlandsBedrijven gaan schofterig om mensen, wat kunnen we daar aan doen? met Polle de Maagt en Lude RaedtsGuest 1: Polle de Maagt URL: https://nl.cro.cafe/gast/polle-de-maagt | Guest 2: Ludo Raedts URL: https://nl.cro.cafe/gast/ludo-raedts
2019-12-1234 min
The Brief - Een podcast over content, marketing en creatie061 - Maddie Raedts (IMA) over de ontwikkeling van influencer marketingIn deze aflevering van The Brief interviewen Mark Schoones en Matthijs Tielman oprichter en Chief Creative Officer van IMA; Maddie Raedts. We spreken Maddie over de ontwikkeling van influencer marketing. Shownotes uitzending #0610:56 Succession (HBO Serie)https://www.youtube.com/watch?v=OzYxJV_rmE8 6:06 Liquid Death (Certified Cursed for October)https://www.youtube.com/watch?v=loQBh2qJCc8&t 7:23 Liquid Death (Murder Your Thirst campaign)https://www.youtube.com/watch?v=jYkKBXqqunE 8:00 Jennifer Aniston’s lanceert Instagram account en crashed Instagramhttps://bit.ly/2oRD7FD 9:47 Disney’s tweet chainhttps://twitter.com/disneyplus/status/1183715553057239040 10:22 Disney’s 3 uur lange videohttps://www.youtube.com/watch?v...
2019-11-2058 min
The Brief - Een podcast over merken, marketing en content061 - Maddie Raedts (IMA) over de ontwikkeling van influencer marketingIn deze aflevering van The Brief interviewen Mark Schoones en Matthijs Tielman oprichter en Chief Creative Officer van IMA; Maddie Raedts. We spreken Maddie over de ontwikkeling van influencer marketing. Shownotes uitzending #0610:56 Succession (HBO Serie)https://www.youtube.com/watch?v=OzYxJV_rmE8 6:06 Liquid Death (Certified Cursed for October)https://www.youtube.com/watch?v=loQBh2qJCc8&t 7:23 Liquid Death (Murder Your Thirst campaign)https://www.youtube.com/watch?v=jYkKBXqqunE 8:00 Jennifer Aniston’s lanceert Instagram account en crashed Instagramhttps://bit.ly/2oRD7FD 9:47 Disney’s tweet chain...
2019-11-2058 min
She Did It Her WaySDH 305: Behind the Scenes on How to Lead an International Business with Maddie ReadtsEver wonder how an influencer works and how they can affect purchase decisions? How about where to find these influencers, or to even become one? Today's guest has been at the forefront of harnessing the power of the international bloggers and digital influencers since 2010 and she's here to talk about influencer marketing!
Maddie Raedts, Founder & Chief Creative Officer at IMA, is responsible for advising clients on strategy when working with influencers & talent, while always keeping the match of influencers and aesthetic quality of creative in mind. Throughout her career, she has secured many partnerships and developed concepts...
2018-11-0523 min
The Untold Stories of Starting a Creative Business#8 - Maddie Raedts of IMA (in Dutch)We hadden een heel prettig gesprek met Maddie Raedts, oprichter en chief creative officer van IMA - Influencer Marketing Agency. IMA is opgericht in 2010, nog ver voordat de influencer een bekend begrip was, en in 2017 opgenomen in de "Forbes 30 under 30" lijst van meest veelbelovende ondernemers. Inmiddels is IMA uitgegroeid tot een bureau met 75 man, 20 nationaliteiten en een wereldwijd netwerk van 35.000 influencers.
We spraken met Maddie over hoe het allemaal begon, over groei en de stap van ideeën bedenken naar het managen van een groot team en het belang van erkenning bij creatieve prijzenfestivals.
2018-08-1658 min
TNW ConferenceMaddie Raedts on your best self in the age of social mediaAs a social media pioneer, Maddie weighs in on how she keeps a clear head while she scrolls chaotic newsfeeds on the daily. With the pressures of social media on perfectionism only intensifying, Maddie and her 75-man millennial team are living by a company culture and creating campaigns that help tackle this.
Full video: https://youtu.be/KSzoEHXcVqk
All about TNW Conference: https://tnw.to/conference
2018-07-1113 min
Het Laatste WoordAfl. 5: Herfsttij der MiddeleeuwenHet boek dat de late middeleeuwen niet tot een opmaat van de renaissance degradeerde, maar tot een slotfinale van eigen pracht, geschreven door Johan Huizinga
Besproken door historicus Peter Raedts
2016-07-0725 min