Christian Berends

As organisations scale customer service across markets, a one‑size‑fits‑all CX model quickly breaks down. Differences in culture, language, tone, hierarchy and regulation mean approaches that succeed in one country can fail badly in another, risking complaints, legal exposure and loss of trust. Drawing on his first hand experience managing culturally diverse service teams across Europe, including navigating real compliance and legal consequences when CX went wrong, Christian explores why global CX models break down and how leaders adapt be-fore problems escalate.

Learning Objectives

• Understand how culture shapes expectations, communication and tolerance for automation

• Identify signs that a global CX model is failing locally

• Learn how to adapt AI and service design without fragmenting the brand

Key Takeaways

• Real examples of cultural CX failures and their impact

• A practical frame-work for balancing localisation and global consistency

• Clear guidance on rebuilding trust when CX goes wrong