CX change makers

CX change makers

by Henrik Liderfelt & Maria Lallerman

Management How To

Season 1

When Customer Voice Meets the Product - Saying goodbye to Maria and Welcoming Johanna.

In this episode we say goodbye to co-host Maria Lallerman and welcome Johanna Blomé, Head of CPO office at Enento/UC, who joins Henrik as the new co-host. Maria shares where she will start now, lessons learned in the podcast, and CX within Enento while Johanna takes us inside the product perspective and why she thinks CX is such an interesting perspective for Enento, as they increase their commitment into their product portfolio development.

How do you turn CX into real business value?

In this episode of The CX Changemakers, Maria and Henrik welcome their first guest, Elina Stråhlman, CFO of Enento Group, to explore how customer experience can be translated into tangible business value and why gaining executive buy-in starts with speaking the language of business. They discuss why CX should be an integral part of the business strategy rather than a separate initiative, and how customer insights can be turned into measurable outcomes such as reduced churn, increased revenue and greater operational efficiency. Elina shares how connecting customer feedback to specific business processes has helped Enento prioritize actions and demonstrate real impact. You’ll also hear why data is essential when building a business case for CX, how different customer segments require different approaches, and why successful CX ultimately depends on making it a team sport — with leadership commitment, clear targets and actions across the organization.

Future Proofing CX with the Right Technology

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.

Building a customer-first culture

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.

Why does CX actually matter, and where do you begin?

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.

Welcome to The CX Changemakers!

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.