Experience the Difference

By: Hosted by Christopher Brooks ECXO UK Ambassador
  • Summary

  • The ECXO (European Customer Experience Organisation) seeks to bring together leaders and organisations, operating in Europe and beyond. The ambition is for these progress types to share knowledge, best practice, insights, stories and lessons with a view to raising the collective experience standards and develop the European approach for Customer Experience.In this podcast series we meet the founder, the ambassadors and the members of the ECXO. We hear their stories through CX and their views on the importance in recognising and celebrating the cultural difference of CX across Europe. Cover image by Nataliya Vaitkevich from Pexels
    © 2024 Experience the Difference
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Episodes
  • ECXO - Experience the Difference - Nicolette Wuring - Cultivating the right environment for CX
    May 7 2024

    Nicolette Wuring casts a formidable figure on the European CX landscape. She has led CX teams both sides of the Atlantic and is spearheading the EXCO as part of the executive team. The years of practice both clientside and as a consultant have taught her many things. And like all the best CXers she's happy to share it all in conversation with the ECXO podcast host, Christopher Brooks.

    They discuss the importance within a workplace to nurture and grow the focus on the customer to achieve more with colleagues and for customers .

    Nicolette also shares her views on the importance of community with CX and the ECXO is achieving this.

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    29 mins
  • Experience the Difference - Irina Mostovaya - How to succeed with B2B CX
    Apr 17 2024

    The ECXO aims to bring you expert voices from across Europe, sharing their stories to inform and inspire others facing similar challenges. In this episode we look at how to succeed with B2B CX. With present experience in manufacturing as well as previously companies who sell direct to consumers Irina Mostovaya, Customer Experience Specialist from Finland shares the learnings made operating in B2B CX. In conversation with host Christopher Brooks, also a B2B CX specialist they cover a range of topics such as the different approach needed to gain feedback from customers, the importance of functional partners within the business and how to measure progress and contribution from CX.

    As a community committed to the differences CX experiences in Europe compares to other continents, they also discuss the importance and relevance of the ECXO creating a sharing platform for CX practitioners across Europe.

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    24 mins
  • ECXO - Experience the Difference - Measuring Emotional Drivers - Anne-Laure de Broissia
    Oct 31 2023

    In the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up with Measuring Emotional Drivers. Based in Paris, France Anne-Laure is co-founder of emotional driver platform Maia- BE. As a former researcher, Anne-Laure shares how an engagement with a client in the luxury brand market highlighted the limitations of conventional measures of CX which inspired her to develop a solution the client could not only use but take the findings and action. To hear anne-Laure’s journey, the impact Maia-BE is making in the world of CX and how the ECXO is supporting that journey, download the podcast.

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    24 mins

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