The CX Lens: Rethinking leadership through the customer lens
By Ludo Raedts
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Image by Ludo Raedts
Category: Management
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Episodes: 14
Description
The CX Lens offers weekly, AI-generated insights for leaders who take customer-centricity seriously. Each episode explores what leadership looks like when organizations are truly seen through the eyes of their customers.
| Episode | Date |
|---|---|
|
CX Jokes - 2026 Kick Off
|
Jan 01, 2026 |
|
The CX Lens: 2025 in review
|
Dec 22, 2025 |
|
Layovers, Loyalty, and Lost Bags — CX in Air Travel
|
Jul 27, 2025 |
|
Check‑In or Check‑Out? The Real CX Game in Hospitality
|
Jul 20, 2025 |
|
Engineering Delight at Scale: What CX Leaders Can Learn from Theme Parks
|
Jul 13, 2025 |
|
AI and the Customer: Redefining Service, Reshaping Experience
|
Jul 06, 2025 |
|
NPS: Metric, Myth, or Movement? Rethinking the Role of Net Promoter Score in Modern CX Leadership
|
Jun 30, 2025 |
|
LEGO and the power of friction: building customer experience brick by brick
|
Jun 23, 2025 |
|
Customer Experience Without Competition: Rethinking CX in the Public Sector
|
Jun 16, 2025 |
|
Who Owns the Customer? Why Leadership Needs to Stop Outsourcing CX
|
Jun 09, 2025 |
|
The B2B CX Shift: Competing on Experience in 2025
|
Jun 02, 2025 |
|
Klarna’s AI Curveball: When Speed Isn’t Service
|
May 26, 2025 |
|
The Disney Blueprint for Customer Experience Excellence
|
May 20, 2025 |
|
🎙️ Introduction: Why The CX Lens?
|
May 19, 2025 |