Matthias dives into the evolving landscape of customer experience, digital transformation, and the strategies that drive successful business outcomes.

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.

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.

Julia tells her secret to keeping employees engaged and customers satisfied

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.

Claudia explains how customer service acts as a cornerstone of Nürnberg Messe’s operations, bridging the gap between products and live events.

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.

Christiane Müller from ABOUT YOU takes us behind the scenes of managing customer service for a major e-commerce player with a global presence.

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.

With over 20 years at OBI, Susanne opens up about the challenges navigating retail's biggest buzzword: transformation.

In this episode of Cards Against Complexity, we chat with Georgia about the challenges and strategies in modern customer service and success.

Jan sat down with Ron Gerber to explore the intersection of customer service, sustainability, and cutting-edge AI.

Jan sat down with Anika Tannebaum, aka the "Service Queen," to dive into the art and science of creating unforgettable customer experiences.

Chris shares lessons on the journey of his 20+ year career managing pre-sales and implementing solutions for customers.

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.

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.

Thomas Verschoren, a seasoned Zendesk expert from Premium Plus, dives deep with Jan into the realm of customer service and AI applications within Zendesk.

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.

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.

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.

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.