Andre Prins
DIRECTOR OF CX, CYBIT | FOUNDER, CX MATTERS
"Customer experience is a human discipline. Technology can accelerate it. Only empathy can sustain it."
Andre Prins
DIRECTOR OF CX, CYBIT | FOUNDER, CX MATTERS
Andre Prins
DIRECTOR OF CX, CYBIT | FOUNDER, CX MATTERS
"Customer experience is a human discipline. Technology can accelerate it. Only empathy can sustain it."
Why This Work Matters
More than twenty-five years ago, working in a fast-paced contact centre, I learned what a kind, genuinely understanding voice could do for a person in a difficult moment. That stayed with me. Over the years I've worked across meetings, inboxes, and in-person conversations. The approach has never really changed. Be human first, listen to understand, and treat every interaction as if it matters, because it does. Too many organisations still treat customer experience as a nice-to-have, something to polish when budgets allow. I built CX Matters to argue the opposite. Your customers' experiences are not a courtesy, they are a commercial and human imperative, and the name says exactly what I believe: CX matters, clients matter, their experience matters.
Three Principles
Human First
Empathy is not a soft skill. It is the foundation of every experience worth having.
Agnostic by Design
No single framework fits every organisation. The right approach is always determined by your customer's reality, not by a methodology.
Technology as a Tool
AI and automation have a genuine role, but only empathy sustains a relationship long term.
3x
LinkedIn
Top Voice in
Customer Experience
25+
Years
in CX and
Service Delivery
100+
Articles
Published
30,000+
LinkedIn
Followers
Proven
agnostic Elevator of Great CX Voices in the Industry
Some of the Voices I Respect
The CX community is one of the most generous professional communities I know. These are twelve people whose thinking has shaped mine, challenged mine, or simply reminded me why this work matters. I don't agree with all of them on everything, and that's exactly the point. Good thinking doesn't come from one school of thought. It comes from people who care enough to argue for what they believe.
Jeannie Walters
"Creating fewer ruined days for customers"
Debi Potgieter
Founder, XMWize - bridging the gap between data and human insight
Greg Melia
CEO of CXPA - the steward of the global CX profession
Ian Golding
Author of Customer What? - honest, practical CX without the jargon
Scott Lee Holloway
"Every euro is a vote" - CCXP, TEDx speaker, CXPA Board Member
Bruce Temkin
The Godfather of Customer Experience, co-founder
of CXPA
Adrian Swinscoe
Author of Punk CX - the voice that challenges the industry to do better
Katie Stabler
Founder of CULTIVATE - CX by design, empathy at
its core
Nienke Bloem
The CX Guru - making customer experience human, global, and fun
Greg Tucker
CXPA Board Member - connecting CX strategy to real business outcomes
Stacy Sherman
Founder of DoingCXRight - humanising business, leading with heart
Annette Franz
Founder of CX Journey - "fix the culture, fix the outcomes"