A podcast hosted by Bram De Vos
In this episode of CX Matters, host Bram De Vos sits down with Michel Stevens, one of the most respected voices in customer experience, to explore why culture and behavior matter far more than processes or technology. With over two decades of experience guiding organizations toward stronger customer relationships, Michel shares how real differentiation happens when companies align values, leadership, and frontline behavior.
Together they dive into why technology alone won’t make you customer centric, how culture shapes what people believe is acceptable, and why leaders must intervene in the moment to reinforce the right behaviors. Michel explains the power of storytelling, going to gemba, and uniting operational, perception, and outcome metrics so everyone speaks the same language.
They also discuss the future of CX in an AI-driven world, why “average” is becoming a commodity, and how technology can bring companies back to timeless values like sincerity, clarity, and trust. At the heart of it all is Michel’s guiding principle: when in doubt, be human.
A thoughtful conversation on the foundations of customer centricity and the cultural work required to make it real.
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