The CX paradox? The more you optimize each step… the messier the whole journey gets.

The CX paradox?
The more you optimize each step… the messier the whole journey gets.

In this clip, Casper Overbeek (CXO/CPO/CDO at citizenM) explains why most brands get lost in micro-optimization — and how citizenM does it differently:

✨ They own the entire guest journey — from first touch to check-out.
✨ They don’t just optimize parts. They align the whole.

The secret?
✅ One clear customer promise
✅ One consistent experience
✅ Relentless iteration behind the scenes

This is what modern CX leadership really looks like — bold, cohesive, and customer-obsessed.

👀 Watch the full episode
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Видео The CX paradox? The more you optimize each step… the messier the whole journey gets. канала Experts of Experience with Lacey Peace