Ep 38: Carsten-How to manage Customer & Employee Experience

Episode 38: Carsten Ley - How to manage Customer &Employee Experience

This is episode #38 of Leadership Conversations: The Untold Secrets of the C-Suite by Nick Jonsson. We are pleased and honored to have with us Carsten Ley, Founder and Consultant at Asia PMO & OKR Asia. In this episode, Carsten shares his valuable insights and expertise on effectively managing both Customer and Employee Experience, highlighting key strategies and best practices.

In this episode, Carsten Ley shares his valuable insight on the critical strategies needed for creating a truly seamless and satisfying journey for both customers and employees alike. Discover how to build a strong culture of excellence, effectively drive customer loyalty, and significantly enhance employee engagement by leveraging innovative practices paired with actionable insights that can be applied immediately.

In today’s fast-paced and increasingly digital world, managing customer and employee experience is no longer a “nice-to-have”—it’s a vital component of long-term business success. Carsten Ley emphasizes that experience management is not just about perks or touchpoints—it’s about building a strong emotional connection and trust at every stage of the journey. He explains how leaders must take a proactive, data-informed, and human-centric approach to consistently improve satisfaction and retention. Whether it’s aligning cross-functional teams, using real-time feedback loops, or embedding customer and employee voices into strategy sessions, Carsten shares frameworks that can be implemented immediately. He also underscores the importance of company culture and leadership accountability, noting that when leaders model the behaviors they want to see, it sets the tone across the organization. By fostering transparency, responsiveness, and continuous improvement, companies can differentiate themselves not just through their products—but through the quality of their experiences.

Please feel free to contact Carsten Ley if you are interested in collaborating with him.

LinkedIn: https://www.linkedin.com/in/carstenley/

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