In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.

About the Guest

Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.

Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.

Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.

MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.

Relevant Links

LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/

Website: https://movexm.com

The Top 3 Key Learnings

1. AI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.
2. Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."
3. Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.

Chapters (Audio Version)

00:00 Introduction and Guest Introduction

03:07 AI in Customer Experience

05:50 Challenges in AI Implementation

11:41 Customer-Centric Culture and AI Implementation

13:57 Data Privacy and Security

18:29 Customer-Centric Culture at MoveXM

22:02 Future of CX and AI

23:16 Contact Information and Closing Remarks

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