X.0 Experience: What to expect in the new podcast season

Launched in 2020 under the name Xperience 4.0, the podcast was initially born from a simple desire: to create a space for discussion to better understand the reality of industrial organizations in transformation. At the time, Simon Lemire, partner and director of business development at Lakhos, launched the podcast as a content initiative aimed at popularizing the issues of marketing, sales, customer service and digital transformation. The objective was not to talk about technology for technology's sake, but to help businesses better understand the human, strategic and organizational components behind the 4.0 shift.

With this new season, the podcast now named, Experience X.0, is fully assuming its role as a strategic content marketing asset for Lakhos. The podcast deliberately moves away from the stories of classic technological projects to offer candid, concrete conversations rooted in the reality of organizations that are experiencing, or are about to experience, CRM and RevOps transformations.

Here, we are not talking about tools to talk about tools.
We are talking about decisions, compromises, technologies, leadership and people.

Discover the new season Experience X.0

A relaxed but deeply concrete podcast format

The format remains deliberately simple and accessible: open discussions between Simon and Anthony, without rigid scripts, based on their field experience with technological projects, CRM and RevOps.

Check out episode 28: Trends and the future of CRM with Simon Lemire and Anthony Lacoste.

Each episode takes the form of an authentic conversation where the issues are addressed as they are presented in real life:

• What works
• What's blocking
• which we too often underestimate,
• and what we learn after several years of supporting organizations.

The tone is casual, but the content is dense, thoughtful, and directly applicable.

Topics rooted in the three pillars of RevOps

The discussions of the season revolve around the three main pillars of RevOps:
processes, technology and people.

Rather than treating these pillars theoretically, the podcast explores them through:

• Experienced situations
• concrete cases
• real examples of CRM and technological projects.

In particular, we talk about:

• structuring and evolution of processes
• technological choices and CRM ecosystems
• strategic trade-offs
• human impacts are often underestimated.

Check out episode 33: The end of the classic technological project?

Leadership and mobilization: a central theme of the season

One thing that comes up constantly in discussions is that CRM projects rarely fail because of technology.

They fail because:

• teams don't understand why they need to change
• human impacts are poorly anticipated,
• the mobilization is absent or comes too late.

Team leadership and mobilization are therefore central to this season. It covers:

• the role of managers and executives,
• the importance of project storytelling,
• the responsibility of decision makers in adoption,
• and how a CRM transforms the habits and even the professional identity of teams.

Watch episode 29: Leadership and mobilization for a CRM project

Process automation... and the role of humans

Automation is omnipresent in modern CRM projects. The podcast takes a nuanced approach:
automate, yes, but not at any cost.

The episodes explore:

• where automation really creates value,
• where it can damage customer relationships,
• and why humans need to stay in the loop at critical moments.

The aim is not to replace teams, but to support the relationship and decision-making.

Check out episode 31: Automate without dehumanizing yourself.

In this episode, Simon Lemire and Anthony Lacoste tackle a big question: How far can we automate without losing human relationships?

CRM and its ecosystem, beyond go-live

CRM is approached as what it really is: a living organism.

The discussions recall that:

• go-live is not an end,
• without governance, CRM degrades,
• without continuous change, value is eroded.

So we talk a lot about:

• governance,
• post-deployment responsibility,
• continuous improvement,
• and alignment between sales, marketing, and operations.

Watch episode 30: The CRM ecosystem and its integrations

In this episode, Simon Lemire and Anthony Lacoste discuss the different types of integrations (native, custom, via API or third-party platforms), their limitations, and the key success factors for connecting the right systems together. Through real cases, they share what makes the difference between a successful integration project... and a project that goes wrong.

Expert guests to enrich perspectives

This season also welcomes a few expert guests who come to share their own field experience:

• leaders,
• operational leaders,
• CRM or RevOps experts.

These exchanges make it possible to cross points of view and to anchor discussions even more in the reality of organizations.

Who is the Experience X.0 podcast for?

The podcast is mainly aimed at:

• to manufacturing companies,
• to service companies,
• to distribution organizations.

It is aimed at executives, managers and key people involved in CRM, RevOps and technological decisions, but also anyone who wants to better understand the human and strategic issues behind these transformations.

Why did Lakhos choose the podcast format

The podcast allows Lakhos to:

• sharing real and nuanced expertise,
• go beyond the traditional marketing discourse,
• build a relationship of trust with decision-makers,
• and demonstrate a deep understanding of the challenges in the field.

It's a format that leaves room for thought, nuance, and experience, exactly what organizations in transformation experience.

Why the title Experience X.0?

The title X.0 experience echoes a strong conviction: the experience is never fixed.
Each project, each organization and each context represents a new iteration, a new version, where we learn, we adjust and we evolve.

In today's age, we no longer only sell commodities, services, or products dictated by price. We sell a global, integral experience, lived from start to finish.
A customer experience that encompasses marketing, sales, operations, and service, but above all the consistency between each of these touchpoints.

X.0 experience, it is this accumulation of experiences that are real, imperfect, never final, but always in motion. It is the recognition that value no longer lies only in what you offer, but in how it is experienced.

X.0 also refers to an era of evolutionary, non-linear industrialization that is not fixed in time. Accustomed to benchmarks such as 4.0, we chose X.0 to shake up this sequential reading of technological evolution.
Rather than a succession of well-defined phases, we are experiencing a continuous transformation where models, tools and expectations are constantly evolving.

X.0 experience, so it's a way of naming this reality:
an experience in constant reconfiguration, at the crossroads of technology, humans and systems, with no final version, no end point, but with a clear requirement: to create sustainable, aligned and lived value.