CX change makers
Temporada 1
Future Proofing CX with the Right Technology
Building a customer-first culture
Why does CX actually matter, and where do you begin?
por Henrik Liderfelt & Maria Lallerman
In this episode of The CX Changemakers, Maria and Henrik explore why the right technology is a key enabler of great customer experiences, but only when it supports a clear strategy and measurable business goals. They discuss why organizations should start by defining the outcomes they want to achieve, rather than being distracted by feature lists or vendor promises. From running structured vendor evaluations and meaningful product demonstrations to testing solutions through proof of concepts, they share practical advice on how to select technology that delivers real business value. You’ll also hear why successful CX technology is built on partnership rather than procurement, how to create stronger collaboration with vendors, and why continuous adaptation is essential for keeping both your technology and customer experience future ready.
In this episode of The CX Changemakers, Maria and Henrik explore what it really takes to build a customer-first culture, and why strategy alone isn’t enough. They unpack the common trap of collecting customer data without acting on it, and discuss how organizations can move from surveys and dashboards to real, company-wide change. From making insights accessible across teams to creating shared ownership of the customer experience, this conversation highlights how culture turns CX into a true business driver. You’ll also hear how to connect CX with employee engagement, measure cultural progress, and shift from a product-led mindset to solving real customer problems.
In this episode of The CX Changemakers, Maria and Henrik tackle one of the most critical questions in CX: Why does it actually matter, and where do you begin? They challenge the idea that CX starts with surveys and dashboards, and instead explore how a strong CX strategy must be rooted in business goals, leadership commitment, and a clear vision. From connecting insights to revenue and retention, to embedding CX into company culture, this conversation is about making CX a true business driver, not just a reporting function. If you want your CX efforts to survive budget cuts and create real impact, this episode is for you.
This is the introduction, where Maria and Henrik share the ambition behind this podcast: moving CX beyond scores and dashboards, and turning customer insights into real business value. Because surveys don’t drive change, actions do. Drawing from their joint journey at Asiakastieto, UC and Netigate, they set the stage for practical, hands-on conversations about building a true customer-first culture and creating measurable impact.