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 read ...