Shows
The CXPodTrust, Growth & the Digital Shift in banking with Kantar´s Peter AitkenIn this conversation, Merete and Joanna engage with Peter Aitken, head of customer strategy and insight at Kantar, discussing the critical role of customer experience in banking. They explore the importance of trust, current trends in customer experience, effective measurement strategies, and the relationship between marketing and customer experience. Aitken shares insights from his extensive experience in the financial services sector, emphasizing the need for organizations to invest in customer experience to drive long-term growth and brand loyalty. In this conversation, Peter Aitken discusses the significant impact of digital experiences on brand perception, using examples from various...2025-05-2939 minThe CXPodDecoding Customer Behavior with Dr. Ana Iorga: Neuroscience Meets CXIn this episode of the CXPod, hosts Merete and Joanna welcome Dr. Anna Jorga, a Chief Neuroscientist at Buyer Brain, to discuss her unique journey from medical school to the world of customer experience and neuroscience. The conversation explores the importance of understanding biases in customer behavior, the challenges of navigating digital journeys, and the critical role of effective communication in enhancing customer experiences. Anna shares insights from her personal experiences and professional expertise, emphasizing the need for companies to segment their customers effectively and leverage AI to improve interactions. In this conversation, the speakers discuss the...2025-05-2250 minThe CXPodPunk CX & The Power of Authenticity: A Conversation with Adrian SwinscoeIn this episode of The CX Pod, hosts Merete and Joanna welcome Adrian Swinscoe, a seasoned expert in customer experience and podcasting, and author of several books about CX including Punk CX! They discuss the evolution of the podcast, Adrian's journey in the customer experience field, the importance of authenticity, current trends, and the role of leadership in fostering a customer-centric culture. Adrian shares insights on the significance of data and storytelling in customer experience, the challenges organizations face in becoming customer-centric, and his vision for the future of CX. The conversation concludes with Adrian reflecting on...2025-05-1540 minThe CXPodBridging technology and humanity: Bruce Temkin on Ai, Customer Experience and human-centric leadershipIn this episode of The CXPod, Merete and Joanna welcome Bruce Temkin, a thought leader in customer experience and AI. The conversation explores the intersection of technology and humanity, discussing how AI can enhance customer experiences while maintaining a human-centric approach. Bruce shares insights on the importance of understanding customer needs, the limitations of traditional metrics like NPS, and the future of leadership in creating human-centric organizations. The discussion emphasizes the need for empathy, connection, and the role of AI in supporting these goals.Link to Bruce on Linkedin: https://www.linkedin.com/in/brucetemkin/...2025-05-0844 minThe CXPodAI whispering and how to adapt to "machine customers" with Sirte PihlajaIn this episode, Merete, Joanna, and Sirte Pihlaja discuss the evolving landscape of customer experience (CX) and the significant role of artificial intelligence (AI) in shaping it. Sirte, known as the 'AI whisperer', shares insights on how AI can enhance customer and employee experiences, emphasizing the need for a human-centric approach. The conversation explores the concept of 'machine customers' and their implications for businesses, highlighting the necessity for companies to adapt their strategies to accommodate these digital entities. The episode also touches on the importance of creativity in CX and the ongoing efforts to grow the Customer Experience Professionals...2025-04-2446 minThe CXPodShaping Stronger Connections: Listen to Carina Dalquist Valbøll from SATS talk about Customer Service, Community, and AI in FitnessIn this episode of the CX pod, Merete and Joanna welcome CarinaDalquist Valbøll, the Nordic head of customer service at SATS, to discuss theunique challenges and strategies in the fitness industry. The conversationcovers personal anecdotes, the transition from telecom to fitness, drivingmembership engagement, the importance of community, and the role of AI inenhancing customer service. Carina shares insights on maintaining motivation amongmembers, the significance of company culture, and the challenges of adoptingnew technologies in a competitive landscape. In this conversation, the speakersdiscuss the importance of understanding customer needs and the role of AI inenhancing me...2025-04-1040 minThe CXPodCrafting Exceptional Customer Experiences: Data-Driven Insights with Miriam AgneseIn this episode of the CX pod, Merete and Joanna welcomeMiriam Agnese, the head of analytics at Allente, to discuss her journey intocustomer experience and the importance of data-driven decision-making. Miriamshares her experiences in transforming customer journeys, the significance ofcustomer journey mapping, and how data can drive meaningful change withinorganizations. The conversation also touches on the balance between technologyand human interaction in enhancing customer experiences. The episode also delves into the intricacies of customerexperience (CX) programs, emphasizing the importance of operationalizing theseinitiatives effectively. They discuss the role of technology, particularly AI,in enhancing customer engagement a...2025-04-0342 minThe CXPodCX awareness in Lithuania, and the balance between digital transformation and human interaction - with Gitana Veličkaitė-RemeikienėIn this episode, Merete, Joanna, and Gitana Veličkaitė-Remeikienė discuss the evolving landscape of customer experience (CX), sharing personal stories and insights. Merete opens with a positive customer experience story, highlighting the importance of understanding customer needs. The conversation transitions to Gitana's background and her efforts to raise awareness of CX in Lithuania. They explore the operationalization of customer insights, the impact of AI on CX, and the balance between digital transformation and human interaction. The episode concludes with reflections on the importance of customer experience in business strategy and memorable moments in the field.2025-03-2736 minThe CXPodCX from a B2B perspective and the future of experience measurement, with Anna-Maija TanninanIn this episode of The CXPod, hosts Merete and Joanna welcome Anna-Maija Tanninen, a B2B customer experience expert. They discuss the unique challenges and opportunities in B2B customer experience, the importance of customer-centricity, and the shift from reactive to predictive customer experience management. Anna-Maija shares her journey in the field, the differences between B2B and B2C, and how companies can better operationalize customer insights. The conversation also touches on the evolving role of voice of the customer and the future of customer experience measurement and the ladies discuss the upcoming Nordic B2B CX Conference...2025-03-2037 minThe CXPodTransforming Customer Experience: Insights, AI Challenges, and the Power of Design - with RonnyIn this episode of The CXpod, Joanna, Merete, and Ronny Ellefsen discuss the evolving landscape of customer experience, focusing on the importance of qualitative insights, the challenges of integrating AI, and the necessity of understanding customer needs. Ronnie shares his journey from design to consulting, emphasizing the value of user testing and the insights gained from direct customer interactions. The conversation also touches on the pitfalls of relying solely on quantitative data and the need for a balanced approach to customer feedback. In this conversation, Ronny shares insights on transformative customer experiences, the future of customer experience with AI...2025-03-1338 minThe CXPodThe intersection of CX, brand strategy, and media dynamics - with Eirik EkrannIn today´s episode of the CX Pod, Merete and Joanna welcome Eirik Ekrann, managing director of Ipsos Norway, to discuss the intersection of customer experience, brand strategy, and media dynamics. The conversation explores Eirik's insights on political polling, the challenges of interpreting data, and the importance of curiosity in understanding customer insights. They also delve into the relationship between brand strategy and customer experience, emphasizing the need for consistency and authenticity in messaging. Finally, the discussion touches on the media's tendency to focus on negative news and its impact on public perception. The conversation also explores t...2025-03-0635 minThe CXPodThe shift from produc centric to customer centric approaches in B2B with Torben Degn, CEO of Customer AgencyIn this season 4 premiere episode (!), Joanna and Merete discuss the upcoming Nordic B2B Customer Experience Conference with Torben Degn, CEO of Customer Agency. They explore the evolution of customer experience in B2B, the importance of data, and the need for continuous improvement in customer experience programs. The conversation highlights the shift from product-centric to customer-centric approaches in B2B companies and the growing recognition of customer experience as a vital component across all organizational functions. The episode also delves into the intricacies of customer experience (CX) and its pivotal role in business strategy. They discuss the importance...2025-02-2735 minThe CXPodSeason Finale: Customer journey management, the evolving definitions of customer experience and understanding both customer and business perspectives - with Esa NettamoIn 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...2024-12-2655 minThe CXPodAligning customer needs with business strategy, the role of data and operationalizing CX across organisations, with Helge TennøIn 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, t...2024-12-1955 minThe CXPodThe importance of complaint management, the role of VOC programs and what the future looks like, with Michael BrandtIn 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...2024-12-1250 minThe CXPodThe importance of nurturing customer relationships and the challenges companies face in truly becoming customer centric - with Mikkel KorntvedtIn 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...2024-12-0552 minThe CXPodCX in the retail industry, and from a sustainability perspective, with Mike RobinsonIn 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...2024-11-2154 minThe CXPodA researcher´s take on CX from a consumer and student perspective, with Patrik StoopendahlIn 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...2024-11-1455 min
Perspektiver - på barnehagefaglige fenomenerEpisode 38: Ann Merete Otterstad - om posthumanistisk barnehageforskning, teori og metodologiVi snakker med professor emerita i barnehagepedagogikk Ann Merete Otterstad om posthumanistiske teorier, forskningsmetodologier og begreper, og hva de kan gjøre med måten man tenker, hører og forsker på. Litteratur og referanser som blir nevnt i episoden:Lerbak, Kari; Skoglund, Tonje; Otterstad, Ann Merete (2022). Å gjøre «hørestyrke» til en mindre fortelling om barns språk. Nordisk barnehageforskning. Vol. 19.https://doi.org/10.23865/nbf.v19.246Otterstad, Ann Merete (2024). Posthumane og ny-materielle teorier. (157-181). I: Vitenskapsteori for masterstudenter i barnehagelærerutdanningen. En innføring. Mirjam Dahl Bergsland og Gry Mette D. Haugen (re...2024-11-1235 minThe CXPodThe journey of design and design thinking, and how it has affected our lives - with Lavrans LøvlieIn 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 o...2024-10-3157 minThe CXPodHow to use the available CX tech that is out there, and how to ensure support from management - with Jørgen SchurenIn 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 supp...2024-10-2445 minThe CXPodPractical advice on how to actually work with and improve customer experience, with Camilla NorsengIn 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...2024-10-1747 minThe CXPodThe CXPod gets the tables turned at JourneyOpsFor 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! 2024-10-0338 minThe CXPodTransforming the Microsoft culture into a customer centric culture and digitalizing the customer journey - with ulrika JonssonMeet 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...2024-08-2956 minThe CXPodThe CXPod meets Melanie WrightMelanie 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...2024-05-161h 01
Stemmebåndet - den levende stemmeDen naturlige stemme - samtale med Emilie MogensenLyt med i den nye episode når jeg taler med dagens gæst, Emilie Mogensen, Inner Development Goals konsulent, om den regenerative tilgang som en feminin essens.Emilie Mogensen og jeg dykker ned i kvinders stemmer og taler om den regenerativ tilgang er en feminin essens, som kan være afgørende for at gendanne bedre balance både for samfundets trivsel og bæredygtige løsninger. Og hvorfor ældgamle visdomstraditioner bør have en endnu større stemme i 2024.Lyt med for en inspirerende rejse mod indre fornyelse og grøn transformation.Merete Nø...2024-01-1748 minThe CXPodCX Podden - The London ExperienceIn 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. 2023-11-0225 minThe CXPodEnglish episode: CX Podden, a summary of us attending the WiCX in London, 10th of Oct 2023Merete 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/
2023-10-1828 minStemmebåndet - den levende stemmeEr kvinder socialiseret til at bruge deres stemme på en særlig måde? Samtale med Lene StavngaardNy episode i Stemmebåndet :Hør hvordan dagens gæst Lene Stavngaard, der er nyudnævnt Chef for Beskyttelse mod digitale krænkelser hos Red Barnet, gør os klogere på, hvordan kvindens stemme skabes igennem vores kulturhistorie. Vi taler om, hvordan kvindestemmer opfattes i vores moderne samfund, og hvordan kvinder er socialiseret til at bruge deres stemme på en særlig måde.Vi kommer ind på, hvordan kvinden fremstilles igennem forskellige kulturprodukter og forsøger at forstå, hvilken betydning kvindens køn og seksualitet har for kvindestemmens historiske plads.Merete Nørgaardwww.livingvoic...2023-09-231h 02Stemmebåndet - den levende stemmeEr kvinder er socialiseret til at bruge deres stemme på en særlig måde? Samtale med Lene StavngaardHør hvordan dagens gæst Lene Stavngaard, der er nyudnævnt Chef for Beskyttelse mod digitale krænkelser hos Red Barnet, gør os klogere på, hvordan kvindens stemme skabes igennem vores kulturhistorie. Vi taler om, hvordan kvindestemmer opfattes i vores moderne samfund, og hvordan kvinder er socialiseret til at bruge deres stemme på en særlig måde.Vi kommer ind på, hvordan kvinden fremstilles igennem forskellige kulturprodukter og forsøger at forstå, hvilken betydning kvindens køn og seksualitet har for kvindestemmens historiske plads.Merete Nørgaardwww.livingvoice.dk2023-09-231h 02The CXPodCX podden - Om kunstig intelligens og automasjonI 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 h...2023-08-3127 minThe CXPodCX Podden - Hvordan skape en action plan for kundefeedback?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 CX2023-08-1721 minThe CXPodCX Podden - Sesongpremiere og nytt konsept! Dagens tema: Kan fokuset på kundesentrisitet ødelegge for et selskaps strategi?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 ly...2023-08-1022 minThe CXPodCX Podden, om Pride🌈 og Kundeopplevelse - en soloepisodeI 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/b...2023-06-0824 minThe CXPodCX Podden med Jørgen Schüren, Business Director,Customer Experience ManagementI 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 lyt...2023-06-0136 minThe CXPodCX Podden, med Jannecke Drangert-Hveding, grunnlegger av Kobra og CustomerCMerete 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 kunnsk...2023-05-0431 minStemmebåndet - den levende stemmeKvinders manglende stemmer i medier og generelt - samtale med Birgitte Baadegaard.KVINDERS MANGLENDE STEMMER I MEDIER OG GENERELTMin gæst i denne podcast er Birgitte Baadegaard, som taler med mig som en del af min serie om Kvindestemmer. For hun har et vigtigt budskab, som hun hver dag arbejder på at udbrede, for hun mener, vi har en enorm skævhed i vores samfund. Hun kalder det for det lineære system – andre ville nok kalde det for patriarkatet.Birgitte Baadegaard, har sit eget konsulentfirma, og hun skriver bøger og for nylig udkommet med bogen: Lige er ikke det samme som ens.Desu...2023-04-0353 min
The CXPodCX Podden - en liten "recap" så langtI 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...2023-03-0231 minStemmebåndet - den levende stemmeGry Jexen giver historiske kvinder en stemme - hør hende fortælle om dette vigtige arbejdeBestseller-forfatter Gry Jexen giver glemte og bortgemte kvinder fra vores fælles historie en stemme. Hør hende fortælle om dette vigtige arbejde her.Gry Jexen har på kort tid øget vores allesammens bevidsthed om, hvor mange kvinder fra vores fælles historie, der uretmæssigt er glemt og bortgemt. Hør hende selv og hendes egen vigtige og stærke stemme her i en samtale om, hvor vigtigt det er, at vi har andre kvinder at spejle os i, og hvorfor det er helt afgørende, at kvinder er repræsenteret alle vegne - i politik, k...2023-02-0953 minThe CXPodCX podden med Eirik Ekrann - om CX og merkevarestrategi, innsikt, analyse og litt tilJoanna 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 ! 2023-02-0932 minThe CXPodCX podden med Mette Hopsdal, om sammenhengen mellom medarbeider- og kundeopplevelserJoanna 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...2023-02-0230 min
The CXPodCX podden med Elin Røsholt Bakken fra mobilselskapet iceFra 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-20232023-01-1929 minThe CXPodCX podden - 2022 oppsummert, hvilke trender trodde vi skulle komme og hvordan gikk det?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%20analytiker2023-01-0528 minStemmebåndet - den levende stemme`Jeg har lige en lille besked´ - samtale med Anne Waagstein.Denne samtale er med Anne Waagstein , der er chef for CSR og strategi hos Kammeradvokaten og desuden er formand for de privatansatte i DJØF.Jeg kender Anne fra nogle stemmetræningsforløb, og hun fortæller om nogle af de overvejelser, der førte til, at hun opsøgte mig – og hvad hun har fået ud af det. Jeg indledte jo denne sæson af min podcast med at tale med Nanna Vestgård Sørensen, der er retoriker og har forsket i kvindestemmer, og det er jo sådan, at kvinder har vanskeligere ved...2023-01-0253 min
Career Gems with Merete Fields#43: What are Recruiters Looking for in Candidates?Wondering how to stick out from the crowd? Or wondering what recruiters are looking for? Wonder no more!This month’s series is all about how you can have a competitive edge in the job market. For this month’s speaker series, I was able to sit down with an Amazon recruiter, Dionne Letts, who gushes all the details on what recruiters are looking for in candidates. Episode LinksGuest Speaker: Dionne Letts @yepirecruitAbout Merete FieldsMerete helps professional women of color purpos...2022-12-1525 minThe CXPodCX podden - Hvilke kvaliteter trenger man som leder for kundeopplevelsesarbeidetMerete 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-ebok2022-11-2414 minCareer Gems with Merete Fields#42: Red Flags You Can’t Ignore!Sometimes there can be glaringly obvious red flags but we somehow find a way to excuse terrible behavior for the sake of giving someone the benefit of the doubt (even when they don’t deserve it). In this month’s series, we’re talking with Lauren Lake to share all the ways to recognize red flags and how to avoid them.Episode LinksGuest Speaker: Lauren Lake @laurenlakeesqWorking With Lauren: https://docs.google.com/forms/d/e/1FAIpQLScSjFJM9At5sAt6E84NHjljdMbpurNIMFgVzQUlmf5cejF0mQ/viewform?usp=send_form 2022-11-1725 minThe CXPodCX Podden - Hvordan etablere og jobbe med kundeløfter?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...2022-11-1722 minThe CXPodCX Podden - Voice of the Customer (VOC)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
2022-11-1023 minThe CXPodCX podden - Hvordan lede kundeopplevelsesarbeidetHva 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/85822022-11-0323 minCareer Gems with Merete Fields#41: The Benefits of CoachingWe’ve all seen ads for coaching and let’s be honest the market is saturated with coaches! So how do you know what’s the right fit for you let alone if coaching is even beneficial for you?Check out this month’s speaker series with Cat Marte who shares the benefits of coaching.Episode LinksGuest Speaker: Cat Marte @iamcatmarteWorking With Cat: https://linktr.ee/itsthegoodlifeco About Merete FieldsMerete helps professional women of color purposely and successfully pivot their careers a...2022-10-2022 minThe CXPodCX Podden - bli kjent med Joanna og MereteMøt 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.2022-10-2020 minStemmebåndet - den levende stemmeKvindestemmer - samtale med Nanna Vestgaard,Skrigeskinken, Støjsenderen, Den Talende taske. Tre eksempler på mærkater, der er klistret på nulevende danske politikere, og der findes flere. For kvinder bliver vurderet og stemplet alene på deres stemmer. Og forskning viser, at vi i langt højere grad respekterer mænd og har større tillid til dem, alene ud fra deres stemme.I de kommende udsendelser vil jeg undersøge dette fænomen, som jeg selv kender fra mit arbejde som stemme- og performancetræner, nærmere.I denne første udsendelse taler jeg med Nanna Vestgaard, som er retorisk rå...2022-09-1647 minCareer Gems with Merete Fields#40: Are You Using LinkedIn Correctly?Fall has the tendency to be the time of year when you get reinvigorated and motivated to finish the year strong. It’s usually the time where you reflect and evaluate if you’re truly professionally happy.And usually, the first place to go is LinkedIn. But you may be wondering how do you reach out to folks on LinkedIn if you haven’t spoken to them in years? Or with all the daily updates and changes, are you even using LinkedIn correctly?If this is you, tune into this month’s speaker series wi...2022-09-1524 minCareer Gems with Merete Fields#39: Why Representation MattersThere was a time when low representation was a norm but times are changing (thank goodness–I mean there is still a lot of work to do, but slow progress is still progress nonetheless). Companies are starting to realize they need to prioritize diversity, equity, and inclusion or they will be out of talent. In this month’s speaker series podcast episode that is exactly what we are talking about!I had the privilege of interviewing Adriele Parker. She is a diversity, equity, and inclusion (DEI) thought partner with over 13 years of combined experience in DEI s...2022-05-2634 minCareer Gems with Merete Fields#38 Finding Your Passions and Interests...while Still Being EmployedIf you feel like you keep working, working, and working, but you just aren’t fulfilled and want to find something else (but you need to keep your job) this episode is especially for you.In this episode, I spoke with Carolyn Pitt who is an Intellectual Property and Entertainment Attorney with significant experience in Human Capital Management Consulting, Strategy, and Business Development. She previously practiced law at Alston & Bird LLP and received her BS in Psychology from Vanderbilt University and her JD from American University’s Washington College of Law.Carolyn is also the Found...2022-04-2124 minStemmebåndet - den levende stemmeRelation på skærm - samtale med Rie Helmer NielsenDet handler om nærværMerete Nørgaard taler med tidligere studievært og nu kommunikationsrådgiver Rie Helmer Nielsen, der netop har udgivet en bog om at have skærmtække. For det har mange af os fået brug for, efter corona-krisen sendte os alle hjem bag skærmen. For hvordan kan vi få og opretholde en relation, når der sker gennem en skærm?Det handler ikke om at se ud på en bestemt måde, eller at tale på en bestemt måde - det handler helt simpelt om n...2022-04-0844 minCareer Gems with Merete Fields#37: It's Never Too Late to Change CareersHave you ever had aspirations to change careers and start in a new industry but felt like it was too late? Then you're going to love this episode because you're going to learn that there's no such thing!In this episode, I spoke with experienced marketing professional, Brandon Delesline to talk all about how he successfully transitioned careers, and share tips on how you can too! Brandon is currently the head of DEI Marketing at Twitch, and works to build brand campaigns that reflect the diverse communities that leverage the global streaming platform.2022-03-1739 minStemmebåndet - den levende stemmeHvordan er stemmen sjælens udtryk - samtale med Gertrud HøjlundI denne udsendelse taler Merete Nørgaard med Gertrud Højlund, studievært på TV2 News. For hende er alt med stemmen let og naturligt. Hun tænker egentlig ikke over, hvordan hun lyder, og hvordan hun trækker vejret, når hun taler. Men det er vigtigt for hende, at folk kan høre, hun er til stede. Ind i mellem modtager hun små videoer fra seerne, der viser små børn, der falder helt til ro, mens de sidder og kigger på hende på skærmen. Gertrud mener selv, at hun har så godt styr på sin stemme, fordi...2022-03-0746 min