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business
Hosted by Ludo Raedts · business · EN · 14 episodes
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.
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Signup to Generate a PitchThe CX Lens: Rethinking leadership through the customer lens is a business podcast hosted by Ludo Raedts, with 14 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.
Ludo Raedts hosts The CX Lens: Rethinking leadership through the customer lens, a business show with 14 episodes published.
Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.
Episode #1
<p>Not all CX lessons come from dashboards. Some come from dead parrots, exploding printers, and customers who think the CD tray is a cup holder.</p><p>In this short episode of The CX Lens, we explore the funny, bizarre, and totally real stories that remind us: customer experience is deeply human — and often hilariously illogical.</p><p>We reflect on why humor isn't just a distraction — it's a strategy.</p>
Episode #12
<p> What This Episode Is About:</p><p>2025 was the year AI got serious — and customer trust got shaky. In this special extended episode, The CX Lens dissects the forces reshaping customer experience: from agentic AI and predictive support to the rising cost of losing the human connection. With insights drawn from 58 expert sources, we explore what defined CX leadership this year — and what’s next.</p><p>This isn’t a highlight reel. It’s a deeper lens on the tensions behind the trends.</p><p><br></p><p> Key Themes:</p>AI + Empathy: Why the smartest systems still need human softn...
Episode #12
<p>🪞 What This Episode Is About:<br>What happens when you run an industrial-scale operation — but every mishap feels deeply personal? This episode unpacks the paradox at the heart of air travel: balancing relentless efficiency with real empathy. From lost bags and delayed flights to loyalty points and profit margins, we explore how airlines can turn operational friction into moments of trust — and why the brands that master this paradox will fly further with their customers.</p><p>📌 Key Themes:</p><p>High Emotion, High Volume: Why one lost bag can undo a million smooth flights</p><p>What Really Drives Cho...
Episode #11
<p>🪞 What This Episode Is About:<br>Behind every memorable customer experience is often a frontline employee who went off-script. In this episode, we explore how Ritz-Carlton, Four Seasons, and Airbnb Luxe design for trust, not just control—empowering staff to improvise, personalize, and create extraordinary moments that no checklist could predict. Because in high-stakes service, the difference between check-in and check-out is often a single human gesture.</p><p>📌 Key Themes:</p><p>Autonomy in Action: Why service excellence starts with trust</p><p>Improvisation over Protocol: When the magic happens beyond the manual</p><p>Culture First, Rules Second...
Episode #10
<p>🪞 What This Episode Is About:<br>Is it possible to delight millions—without becoming mechanical? In this episode, we go behind the scenes of the world's most iconic theme parks to explore how brands like Disney, Universal, and Europa-Park deliver consistent magic at massive scale. It's not just logistics—it's leadership. From scripted surprises to spontaneous moments, we ask: how do you design authenticity into a system? And what can CX leaders learn from environments built to create wonder under pressure?</p><p><br></p><p>📌 Key Themes:</p><p>Deliberate Design: Why standout moments must be engineered—not left to chan...
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