A podcast hosted by Bram De Vos
In this episode of CX Matters, host Bram De Vos brings together two leading voices in customer experience: Michel Stevens and Horst Remes. Michel brings the lens of leadership and culture, while Horst approaches CX through design, experimentation, and evidence. Together they explore the question that often sits unanswered in boardrooms: how do you turn customer experience into measurable financial impact?
They discuss why CX has historically been framed around emotions rather than business value, why linking experience to revenue and cost reduction has proven difficult, and how organizations can finally bridge that gap. From the role of strategy alignment to the cost of distrust, the conversation covers both the revenue upside of loyalty and the efficiency gains of happier customers. Michel and Horst share practical examples of redesigning processes, challenging internal assumptions, and reframing CX as a business investment just like any other.
They also explore the messy nature of ROI calculations, how to communicate value to CFOs and C-level leaders, and why CX should always start from real customer needs rather than internal logic. The result is a grounded, candid discussion on turning sentiment into evidence and experience into cash.
A sharp finale to the three-part series on customer centricity, culture, and measurable impact.
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