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Webinars with practitioners, live and on demand
Free live sessions with our faculty and guests, and recordings you can watch any time.
Upcoming
Join us live
Live, January 28, 2027
The Calls AI Leaves Behind
Bartek Lechowski and Dimitri Jambé on where AI really stands in customer service, and how to design the conversations it can't have. Online, in English, free.
Thursday, January 28, 2027, 10:00 to 11:00 CET. Hosted by Michel Stevens.
Recordings
Watch any time
Free. Leave your work email and we send you the recording.
Recording
Operationalizing Customer Centricity
Anne-Laura Janssens and Mikkel Korntved
How to embed customer centricity in your operations and turn it into measurable business results.
Recording
Error Plus Fix Equals Loyalty
Michel Stevens, CXM Academy
Service recovery: how a complaint handled well turns into loyalty, and why a problem solved well can build more loyalty than no problem at all.
Recording
The CX Story That Drives Revenue
Anna-Maija Tanninen and Alain Thys
How to build the internal story that wins executive buy-in and turns customer experience into measurable profit.
Recording
How to Test, Learn and Personalize at Scale
Rasmus Houlind and Daniël Granja Baltazar
The models that explain how customers respond to personalization, and a real-world case that shows what works.
Prefer to listen?
The CXM Academy Podcast is free, in long-form and short-form episodes. From Career to Entrepreneur, with Elles van der Vleuten, Bartek Lechowski and Anna-Maija Tanninen, is one of its episodes.