I recently sat down with Melanie Disse, a leading specialist in Customer Experience (CX) and Voice of the Customer (VoC) strategy, and a world-class athlete who has represented her country at three World Championships, including winning the Sprint Outrigger Canoe World Championship in 2016. Our conversation traces the evolution of customer experience from the early days of basic CRM systems to today’s strategic and cultural frameworks for customer success.
We talk about how organisations moved from managing contacts and tracking transactions to orchestrating relationships and understanding emotions, behaviours, and intent.
And then why, in today’s messy, hyper-competitive world of CRM and customer platforms, it’s worth stepping back to think about the customer before diving into the next wave of technology investment. Because that’s the shift that is reshaping leadership, measurement, and culture inside modern businesses.
It’s a grounded, thoughtful discussion about what really drives connection and loyalty in an era where every organisation claims to be customer-first. Have a listen.
