How to build a customer-centric culture that actually lasts with Michel Stevens

Can’t make it on the day? Register and we’ll send you the recording afterwards.

Most organizations measure customer experience. Delivery times, response rates, NPS, CSAT: the dashboards are full. But measuring is not the same as acting. Too often, CX lives in a quarterly report or a project plan. It shapes presentations, not daily decisions. It doesn't change behaviour. It doesn't change culture.

So what does it actually take to make customer centricity stick? Not as a project, not as a score, but as the way people in your organization think and work every day?

What's inside:

• Why CX maturity is a myth (and what to focus on instead)
• The concept of "micro CX leaders" and why they matter more than any framework
• How to tell if your leadership truly backs CX, or just says they do
• Why training alone fails, and what a real series of interventions looks like
• Four capability questions every organization should answer before doing anything else

Why join?

Most CX conversations focus on tools, scores and benchmarks. This one focuses on what happens inside the walls of your organization: the beliefs, the habits, the decisions people make when nobody's watching. If you've ever wondered why your CX program hasn't changed the way people actually work, this is for you.

Speakers:

Michel Stevens is Course Director at CXM Academy and Managing Partner at goCX. He works with organizations across Europe on real customer-centric transformation, combining strategic thinking with hands-on operational change.

Bram De Vos is CEO of Hello Customer, where he helps organizations turn customer feedback into business-critical insights using AI.