Picture the scene: the boardroom is tense. Growth has slowed, Wall Street is restless, and the CFO leans in with a single, cutting question: "If customer loyalty is as strong as you say, why did 100 million households stop paying for Netflix?" That is the moment I call the Elasticity Gap: the hidden distance between what leaders believe customers will endure and what customers are truly willing to tolerate.

Imagine every customer touchpoint had a stock price. This is the metaphor at the heart of Experience Market Value (EMV) — treating experiences as financial assets with dynamic valuations. Patrick Burggraaf unpacks how to bring CX discipline where there has been vagueness.

AI agents are displacing websites, apps, and traditional touchpoints as the first stop in the customer journey. This podcast examines the historical pattern of interface disruption and argues that CX must evolve through ambidexterity to remain a growth engine.

When the world shut down, Airbnb didn't just survive — it reinvented customer experience as a strategic growth engine. How Airbnb pulled the right CX levers to stretch customer value without breaking the business, mapped to the CX Elasticity Index (CXEI).

Why CX, despite years of promise, still struggles to prove its business value — especially under economic pressure. Patrick introduces Elastic CX: a more resilient, financially grounded approach to experience design that proves ROI and aligns with strategic priorities.

CX promised the world, but why is it always first on the chopping block? Patrick Burggraaf unveils the core of his breakthrough framework: The Elastic Future of CX — from the myth of universal CX value to the power of experience elasticity, moving CX from sentiment to strategy.