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Why organizations are (too) late to AI Disruption and how CX can adapt through Ambidexterity
Missing the moment in the AI Mediated Experience Economy
Aug 6
•
Patrick Burggraaf
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17:50
July 2025
Airbnb’s rebound wasn’t just about Experience. It was about making CX Elastic.
Listen now | How Airbnb made CX Elastic and turned crisis into compounding growth
Jul 29
•
Patrick Burggraaf
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14:43
How Airbnb made CX Elastic
When the world shut down, Airbnb didn’t just survive, it reinvented Customer Experience as a strategic growth engine.
Jul 28
•
Patrick Burggraaf
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14:43
The Undermining of Customer Experience
In this episode we discuss why Customer Experience (CX), despite its initial promise as a key business differentiator, often faces budget cuts during…
Jul 21
•
Patrick Burggraaf
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17:04
CX promised the world, but why is it always first on the chopping block?
CX promised the world, but why is it always first on the chopping block?
Jul 13
•
Patrick Burggraaf
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16:28
June 2025
AirBNB - A reinvention that exemplifies the essence of Experience-Driven Growth Model
Airbnb’s reinvention aligns with the three-layer structure of the Experience-Driven Growth Flywheel
Jun 12
•
Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
AirBNB - A reinvention that exemplifies the essence of Experience-Driven Growth Model
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May 2025
The Elastic Future of CX: A Strategic Guide for Executive Leadership
How to Rethink Customer Experience as a Growth Engine, Investment Lever, and Transformation Catalyst
May 27
•
Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
The Elastic Future of CX: A Strategic Guide for Executive Leadership
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December 2024
The value of Customer Experiences – 2024 reflection
How Customer Experience impacts organizational value
Dec 31, 2024
•
Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
The value of Customer Experiences – 2024 reflection
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November 2024
CX Paradox
A phenomenon where efforts to enhance customer experience (CX) can lead to unintended negative outcomes like heightened customer expectations…
Nov 22, 2024
•
Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
CX Paradox
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September 2024
Identify and address the real needs and motivations that drive Upstream CX
How Swiffer’s success contributed to market share expansion, higher profit margins, and global reach, while also strengthening the company’s reputation…
Sep 17, 2024
•
Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
Identify and address the real needs and motivations that drive Upstream CX
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August 2024
Upstream CX – incorporate CX in development of products and markets
Forward-thinking companies are beginning to recognize that CX isn’t just a reactive measure but a proactive strategy that drives innovation and market…
Aug 27, 2024
•
Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
Upstream CX – incorporate CX in development of products and markets
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CX as a driver for Competitive Advantage
a well-executed Customer Experience strategy builds long-term relationships that are resilient to competitive pressures.
Aug 14, 2024
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Patrick Burggraaf
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It is time to Reimagine, Make It an Experience
CX as a driver for Competitive Advantage
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