REAL QUESTIONS FOR THE CX PROFESSIONAL (because the best insights come at 2 AM)

Answers that keep you up at night

New Report: The Journey-First Enterprise

By CXM Academy Research

This article introduces the key findings from our new +70-page research report, The Journey-First Enterprise. It reveals the Double Bind that traps modern enterprises, explains why collaboration alone cannot solve the problem, and introduces a new operating model that shifts the unit of management from products and functions to customer journeys themselves.
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Operationalizing Customer Centricity

LIVE WEBINAR
Fri, Feb 27, 2026 10:00 AM CET

Most organizations understand that customer centricity matters. But few know how to embed it into their operations and turn it into measurable business results. Join Anne-Laura Janssens and Mikkel Korntved as they reveal how to operationalize customer centricity across your entire organization; and why it's the foundation of sustainable growth.
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Service Recovery Done Right

RECORDED WEBINAR

Discover how strategic service recovery transforms customer complaints into your most powerful loyalty drivers with Michel Stevens, and why customers who experience excellent problem resolution become more loyal than those who never had issues.
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Experimentation. Personalization. The Playbook

Most personalization fails because companies don't understand the models that drive customer behavior. Rasmus Houlind and Daniël Granja Baltazar share the frameworks and real-world case that prove what works.
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CXM Academy's CX podcast

Most of the advice is rubbish. Not because it's wrong, but because it assumes every customer thinks like a 28-year-old from San Francisco with a startup job and strong opinions about oat milk. So, we started a podcast that goes where the real CX innovation is happening. We travel around the world to figure out what makes customer experience tick across different cultures.
CXM Academy's Expert Panel

People driving insights

Frances Chapireau

VOICE OF CUSTOMER EXPERT
Specializes in designing and implementing customer experience and Voice of Customer programs.

Nils Stotz

Product Leader
Drives CX improvements through advanced experimentation, A/B testing, and data-driven growth strategies.

Michel Stevens

CX Expert
A pragmatic customer experience expert helping companies design and deliver better experiences.

Waleed AlHamdan

CX Change Architect
A leading strategist reshaping customer culture in the MENA region. He guides organizations from product-centric to people-centric models.

Mikkel Korntved

Loyalty EXPERT
CEO of Loyalty Group specializing in profitable, customer-centric strategies and deep customer loyalty.

Anna-Maija Tanninen

B2B CX Expert
Helps companies connect customer experience with commercial strategy and organizational culture.

Daniël Granja Baltazar

Conversion & CX Specialist
Emphasizes that successful CRO is fundamentally driven by a superior customer experience.

Eckhart Boehme

CX Pioneer
Pioneered Customer Progress Design and the Wheel of Progress for understanding customer jobs-to-be-done.

Martin Bruun Conradsen

Transformational CX Leader
15+ years building global CX programs focused on driving meaningful change and customer success.

Joan Sardà

CX Design Expert
Helps organizations build profitable strategies through customer analytics and brand alignment.

Camilla Norseng

CX Design Expert
Bridges the gap between hard data and empathy. She specializes in using churn prediction and insights to fix the "exit" journey and retain customers.

Anne-Laura Janssens

Chief Marketing & CX Officer
Bridges the gap between strict operational processes and customer empathy. She aligns legal, product, and service teams to remove friction in complex ecosystems.

Maria Lallerman

OPS CX LEADER
Combines CX with Operations to solve root causes rather than just treating symptoms. She drives culture change by embedding customer feedback loops.

Alain THys

Transformation Architect
Alain moves beyond buzzword theatre. He specializes in the "Transformation Code"; a framework for creating emotional resonance that customers are willing to pay more for.

Horst Remes

Myth-Busting Strategist
Horst is known for dismantling the "fluffy" myths surrounding customer centricity. He helps leadership teams focus on the pragmatic, bottom-line strategies that actually drive profit.

Bram De Vos

CX OPTIMIZATION advisor
Bram specializes in identifying the friction points that silently erode revenue. He works with companies to optimize their customer experience structures, reducing costs while increasing satisfaction.

Suvi Lindfors

Voice of Customer Democratizer
A co-founder of Lumoa, Suvi is a pioneer in using generative AI to make customer feedback accessible to every employee. Her work focuses on breaking down data silos so that  insights drive decisions.

Bill Staikos

Experience Integration Leader
Host of the popular "Be Customer Led" podcast, Bill helps leaders understand that sustainable growth is only possible when these two disciplines are managed as a single, holistic ecosystem.

Graham Hill

Value Co-Creation Pioneer
A longtime advocate of Service-Dominant Logic, Graham challenges businesses to stop "managing" customers and start co-creating value with them. He focuses on innovation that solves customer problems rather than just selling products.

Rick Denton

Customer passport guide
Host of the "CX Passport" podcast, Rick explores global best practices in customer experience. He helps brands to deliver consistent, world-class experiences that transcend cultural borders.

Abeer Al Subait

Patient Experience Advocate
A leader in the healthcare sector, Dr. Abeer transforms clinical environments by prioritizing "Patient Experience" (PX) alongside medical quality. She works to ensure that safety, quality, and human compassion are delivered.

Jannecke Drangert-Hveding

Change Management Catalyst
Founder of Customer C, Jannecke specializes in the strategic side of CX. She helps complex organizations move from strategy to actual behavioral change.

Amalia Goux

Emerging Market Strategist
Amalia helps global brands navigate the complexities of Southeast Asian consumer markets. She focuses on "Green CX" and the unique cultural definitions of value that define success in emerging markets.

Yanuar Rezqi

CX Community builder
Yanuar is at the forefront of advancing the customer experience discipline in South-East Asia. He helps brands move away from surveys to capture real-time, contextual insights that drive action.