Cards Against Complexity

–  a CX Podcast  –

Watch and listen to our CX-focused podcast - with a twist!
We're launching the third season dedicated to tackling service complexity and the challenges of processes, operations, technology and customer experiences in financial services. Join us for real conversations on complex topics, and laugh a little along the way. New episodes weekly!
Episode
26
–
Multi-Lingual Sound of Service
WITH
Mathieu Steiman
Head of Presales D-A-CH & FR at Calabrio
From workforce management to building teams that thrive, Mathieu shares insights for leaders navigating agents through everyday customer service.
Watch and listen →
Episode
25
–
Service as a Holistic Experience
WITH
Christian Roeb
Chief Executive at TOP SERVICE Germany
Drawing from tons of data and award-winning strategies, Christian shares practical insights for improving service and fostering customer satisfaction at every level of your organization.
Watch and listen →
Episode
24
–
Trade Shows With Buzz
WITH
Thomas Promny
Chief Executive Trailblazer Summits
Thomas shares the story behind building modern trade shows and conferences in Germany for innovation and digital transformation.
Watch and listen →
Episode
23
–
Technologies of Being a Connoisseur
WITH
Torsten D. Frühling
Head of Customer Service at Hawesko
With a career spanning 35 years, Torsten shares insights on how technology and human expertise are shaping the future of customer experience in the wine retail sector.
Watch and listen →
Episode
22
–
Empathetic Problem-Solving and Cracking Jokes
WITH
Johanna Ahrens
Tech Transformation Advisor at Cisco
Johanna draws on her experience with B2B and lifecycle management to explore how technology and human-centered approaches are shaping modern customer service.
Watch and listen →
Episode
21
–
The Power of Numbers for Transformation
WITH
Matthias Bös
Portfolio Manager CX at valantic
Matthias dives into the evolving landscape of customer experience, digital transformation, and the strategies that drive successful business outcomes.
Watch and listen →
Episode
20
–
About the Complexities of Delivering a Palm Tree
WITH
Aileen Beuchert
Head of Project Management at Emons
Aileen explains the logistical hurdles of managing unpredictable and simple variables such as an address field that has been filled in falsely or a truck that breaks down.
Watch and listen →
Episode
19
–
Future-Proof Customer Service With AI
WITH
Ben Ellermann
Managing Director MUUUH! Next & Future of Voice
Ben explains how AI has evolved to automate processes previously thought impossible, offering real-world examples of AI-driven improvements in customer service, such as phonebots.
Watch and listen →
Episode
18
–
The Way of the Listener
WITH
Julia Vornberger
Teamleader Sales Operations s.Oliver Group
Julia and her team overcame disruptions like the pandemic and supply chain issues not by buying more and more technology, but by learning to work well with and the get the most out of what they already had.
Watch and listen →
Episode
17
–
Keeping a Thumb on the CX Pulse
WITH
Mathieu Kiepferle
Global CX Manager
Mathieu explains the tension between high-level metrics like NPS for strategic insights and the need for actionable feedback to guide product teams and frontline staff.
Watch and listen →
Episode
16
–
The Magic of Face-to-Face Customer Service
WITH
Claudia Scherer
Service Operations Manager
Claudia explains how customer service acts as a cornerstone of Nürnberg Messe’s operations, bridging the gap between products and live events.
Watch and listen →
Episode
15
–
The Art of Understanding Customer Needs
WITH
Anna Rauch
former CX leader at Amazon, now works for Till Freitag
Anna, former Amazon CX leader, gives us insights on how to really listen to the customer and understand the questions that they didn't know themselves yet.
Watch and listen →
Episode
14
–
The Bravest Customer Service Leader
WITH
Christiane Müller
Team Lead Controlling & Product Admin Customer Service at ABOUT YOU
Christiane Müller from ABOUT YOU takes us behind the scenes of managing customer service for a major e-commerce player with a global presence.
Watch and listen →
Episode
13
–
The Heart of AI in Customer Service
WITH
Björn Bauer
Head of Presales DACH at Zendesk
Drawing on over a decade of experience, Björn discusses the integration of AI, the importance of simplicity, and how empathy remains a cornerstone of effective support.
Watch and listen →
Episode
12
–
The CX Time Traveler
WITH
Susanne Bornemann
Team Lead DE/AT/CE at OBI E-Commerce
With over 20 years at OBI, Susanne opens up about the challenges navigating retail's biggest buzzword: transformation.
Watch and listen →
Episode
11
–
A Little Bit of Customer Service Karaoke
WITH
Georgia Tsiamanta
Customer Support and Success Consultant
In this episode of Cards Against Complexity, we chat with Georgia about the challenges and strategies in modern customer service and success.
Watch and listen →
Episode
10
–
The Green Customer Service Man
WITH
Ron Gerber
Director of Business Operations & Customer Success
Jan sat down with Ron Gerber to explore the intersection of customer service, sustainability, and cutting-edge AI.
Watch and listen →
Episode
09
–
The Service Queen
WITH
Anika Tannebaum
Top Expert in Digital Customer Service
Jan sat down with Anika Tannebaum, aka the "Service Queen," to dive into the art and science of creating unforgettable customer experiences.
Watch and listen →
Episode
08
–
The CX Solutions Guru
WITH
Chris Harms
CX Strategist and Pre-Sales Leader at Zendesk
Chris shares lessons on the journey of his 20+ year career managing pre-sales and implementing solutions for customers.
Watch and listen →
Episode
07
–
The Forest of Customer Satisfaction
WITH
Felix Starzer
Sr. Director of Global Customer Care at Staffbase
Felix takes us along his journey from gamer to head of customer support at a fast-growing company, and the skills and mindset that brought him through.
Watch and listen →
Episode
06
–
The Buddhist Path of (Digital) Transformation
WITH
Jo Stüberitz
Head of Digitalization & Process at PAYONE
Jo Stüberitz is Head of Digitalization & Process at PAYONE. She joins Jan to discuss the "ideal mindset" for leading digital transformations, especially around Customer Service.
Watch and listen →
Episode
05
–
The Customer Journey Treasure Map
WITH
Thomas Verschoren
CTO at Premium Plus
Thomas Verschoren, a seasoned Zendesk expert from Premium Plus, dives deep with Jan into the realm of customer service and AI applications within Zendesk.
Watch and listen →
Episode
04
–
CX on the Silver Screen
WITH
Lena Altintop
Director of Sales Operations AT LEITZ
Lena works at Leitz Cine, a company specializing in high-end lenses for film and television. In this episode, she tells Jan about the unique challenges of customer service for high-stakes, high-budget film shoots.
Watch and listen →
Episode
03
–
The CX Crystal Ball
WITH
Sabine Oberhausen
Senior Customer Experience Transformation Manager at PYÜR
Sabine is now focused on simplifying customer journeys via technology. But for her the heart of CX still lies in those make-or-break moments when customers just want to talk to a real person.
Watch and listen →
Episode
02
–
Seriously Swift Support
WITH
SCOTT TRAN
Founder OF Support Driven
Scott and Jan discuss the evolution of Support Driven, an online community for customer support professionals. Scott tells the story of how the community started as a podcast and gradually grew to over 16,000 members.
Watch and listen →
Episode
01
–
CX in a Hawaiian Shirt
WITH
Julian Hertzog
Chief Revenue Officer, Babelforce
Julian Hertzog and Jan Hugenroth join us from the CXFestival campervan to discuss the road to better CX, AI’s role in CX, the “Human Touch”, Hawaiian shirts, hypothetical chatbot warfare, and more.
Watch and listen →

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