In this episode of CX Matters, host Bram De Vos brings together two leading voices in customer experience: Michel Stevens and Horst Remes. Michel brings the lens of leadership and culture, while Horst approaches CX through design, experimentation, and evidence. Together they explore the question that often sits unanswered in boardrooms: how do you turn customer experience into measurable financial impact? They discuss why CX has historically been framed around emotions rather than business va...
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In this episode of CX Matters, host Bram De Vos brings together two leading voices in customer experience: Michel Stevens and Horst Remes. Michel brings the lens of leadership and culture, while Horst approaches CX through design, experimentation, and evidence. Together they explore the question that often sits unanswered in boardrooms: how do you turn customer experience into measurable financial impact? They discuss why CX has historically been framed around emotions rather than business va...
Episode 2: When in Doubt, Be Human — How Technology Amplifies Customer Centricity
CX Matters by Hello Customer
29 minutes
3 days ago
Episode 2: When in Doubt, Be Human — How Technology Amplifies Customer Centricity
In this episode of CX Matters, host Bram De Vos sits down with Michel Stevens, one of the most respected voices in customer experience, to explore why culture and behavior matter far more than processes or technology. With over two decades of experience guiding organizations toward stronger customer relationships, Michel shares how real differentiation happens when companies align values, leadership, and frontline behavior. Together they dive into why technology alone won’t make you customer ...
CX Matters by Hello Customer
In this episode of CX Matters, host Bram De Vos brings together two leading voices in customer experience: Michel Stevens and Horst Remes. Michel brings the lens of leadership and culture, while Horst approaches CX through design, experimentation, and evidence. Together they explore the question that often sits unanswered in boardrooms: how do you turn customer experience into measurable financial impact? They discuss why CX has historically been framed around emotions rather than business va...
