CX in a Hawaiian Shirt

with Julian Hertzog

In our first episode, we sit down with Julian from babelforce to talk about his journey from investment banking to the world of Customer Experience (CX).

Episode Summary:

In the first episode of Cards Against Complexity, Julian Hertzog the Chief Revenue Officer of babelforce, and Jan Hugenroth join us from campervan to discuss the road to better CX, AI’s role in CX, the “Human Touch”, Hawaiian shirts, hypothetical chatbot warfare, and more.

Julian shares insights into his journey from investment banking to software sales, eventually landing in the customer experience (CX) industry. They look at the rise of CX and the importance of balancing the all-important “human touch” with automation, especially in high stakes and complex service transactions. Julian explains how AI can be integrated into customer interactions but stresses the need for solid infrastructure.

They also touch on the CX festival's “Birkenstocks-first” informal atmosphere, designed to foster meaningful connections and discussions about the future of CX.

Explore More Episodes

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.

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.

Click to subscribe for new episodes!

Subscribe