CXO Loading...

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  Delegate tasks. Don't delegate humanity. 08.09.2026 17мин

  AI can move work faster. It cannot decide what good work should still feel like for customers and the people serving them.In this episode of CXO Loading..., Lauren Miles speaks with Lorena Lovrić, Director of Customer Experience at Aterian, about building AI around people rather than asking people to fit around the technology.Lorena started on the front line and has worked through every level of CX. That perspective shows up in her agent-first approach: customers are not ticket numbers, teams should be involved in the change they will have to live with, and automation should remove the noise rather than the human judgement that matters most.Together, Lauren and Lorena talk about the Roomba test for AI implementation, the value of bringing CX and technology together early, and what it took to guide 194,000 customers through a product recall with a team of 15. Lorena also shares why an eNPS of 82, rising to 92 during a demanding period, was not an accident: the people on the front line helped build the approach.For CX leaders making the move towards CXO, this is a useful reminder that the technology is never the whole strategy. The leadership work is in the operating model around it: what you fix first, where human judgement stays, and how you create a team people want to be part of.LinksLorena Lovrić: https://www.linkedin.com/in/lorenalovric/Lorena’s website: https://lorenalovric.com/The CXO Codex chapter: https://cxocodex.com/entries/how-to-use-ai-to-create-better-workWomen in CX: https://womenincx.community/
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  The accounts that go quiet 08.09.2026 16мин

  In this episode of CXO Loading..., Lauren Miles speaks with Abisola Fagbiye, CX strategist, keynote speaker, founder, and artist, about the customer risk that rarely announces itself: Quiet Churn.Abisola’s route into CX has taken her from construction and real estate to trade, technology, and customer strategy. That breadth, combined with the way she sees the world as an artist, gives her a distinctive view of customer experience: something built layer by layer, where the quality of an interaction matters just as much as the systems behind it.They discuss the difference between a customer leaving because something is wrong and leaving because life has simply changed; why one-size-fits-all retention plays are rarely enough; and how teams can look beyond the loud signals to understand the context behind changed behaviour.Abisola also shares the work she is building around more human interactions, practical CX self-assessment, and the language that can either escalate a customer problem or help resolve it. The conversation closes with an important reminder for anyone considering their next career move: keep moving, put yourself forward, and do the thing before you feel completely ready.Links and resourcesRead the companion CXO Codex chapter: https://cxocodex.com/entries/how-to-spot-customer-risk-before-they-leaveConnect with Abisola Fagbiye: https://www.linkedin.com/in/abisolafagbiye/Connect with Lauren Miles: https://www.linkedin.com/in/l-miles/Join Women in CX: https://womenincx.community/Customer Experience: What, How and Why Now by Don Peppers
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  Feedback is only useful when it moves 08.09.2026 18мин

  What happens when customer feedback stops being a report and starts changing the decisions a business makes?In this episode of CXO Loading..., Lauren Miles speaks with Olena Rozanova, CX Lead at Lloyd’s Register, about building customer experience inside a B2B organisation with more than 260 years of history.Olena’s route into CX began with an unexpected service moment at a CitizenM hotel. That experience led her from marketing and commercial real estate into a discipline that brought together design, behaviour, business, and the human reality behind every customer journey.They talk about why CX is the way a business works, not a standalone department; how to introduce the client voice into an established organisation without arriving as the person telling everyone they are wrong; and what it takes to move feedback beyond the dashboard and into an accountable business decision.Olena also shares how behavioural science can make the hidden effort inside a supposedly simple customer journey visible. From a 25-step registration process to the practical COM-B model of capability, opportunity, motivation, and behaviour, this is a conversation about making change easier for both customers and colleagues to act on.If you are trying to make feedback more useful, bring people with you through change, or build influence for CX in a complex organisation, this one is for you.Links and resourcesRead the companion CXO Codex chapter: https://cxocodex.com/entries/how-to-turn-customer-signals-into-decisionsConnect with Olena Rozanova: https://www.linkedin.com/in/elenarozanova/Connect with Lauren Miles: https://www.linkedin.com/in/l-miles/Join Women in CX: https://womenincx.community/The Behavioural Scientist: https://behavioralscientist.org/The COM-B model and Behaviour Change Wheel: https://www.behaviourchangewheel.com/
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  Trust is the System 07.09.2026 20мин

  What happens when you listen closely enough to realise that a two-column Word document could solve the problem? For Lara Khouri, it helped bring customer churn down to zero.In the first episode of CXO Loading..., Lauren Miles speaks with executive advisor Lara Khouri about trust, transformation, silos, and the uncomfortable truth that CX does not always need more technology, a bigger team, or a bigger budget. It needs leaders who are willing to understand what people genuinely need, make the right information visible, and create the conditions for teams to act on it.Lara shares how she found her way into CX "by mistake", why organisations can say they value innovation while rewarding safety, and how she kept a geographically dispersed team connected through a sudden shift to a full cost-recovery model.If you are trying to turn customer insight into real influence, build trust through change, or make CX feel less like a service function and more like a leadership system, this one is for you.Keep the conversation goingExplore the companion CXO Codex chapter, practical prompts, and downloadable resource for this conversation at cxocodex.com/entries/how-to-make-cx-a-leadership-system.Join the Women in CX community to connect with other women building, leading, and shaping the future of customer experience.Let's connectLara Khouri: LinkedInLauren Miles: LinkedInThe CXO Codex: cxocodex.com