Welcome to a new CX Update! In this episode: why do we use the scary word ‘frontline’ for such a happy place? Personal AI assistants could be the next big thing in CX, and Patagonia took the promise of lifetime guarantee to an amazing new level. Also, on a more personal note: my new book ‘Diamond in the Rough’, a how-to guide for customer culture, is coming out next week!
CX Update #20: customer satisfaction at Airbnb, building empathy and more!
CX Update #18: Mental flexibility, Victoria’s Secret and many more!
CX TRENDS FOR 2024
CX Update #17: customer loyalty, effective empathy and many more!
CX Update #15: Friction hunter, non negotiable rules and many more!
CX Update #14: Artificial empathy, opposing interests and many more!
CX Update #13: AI buying behavior, understanding customer feedback and many more!
CX Update #12: Communities, human skills and many more!
CX Update #11: New phase of personalization, the benefits of chatGPT and many more!
CX Update #10: Customer Experiences stories about Le Louvre, Disney and many more!
CX Update #9: The importance of micro decisions in cx, the never normal customer and more!
CX TRENDS FOR 2023: the rise of empowered CX, bright cx and more!
CX Update #8: The 90% tech experience, impact on the world with your customers and more!
CX Update #7: CX is NOT a Christmas Tree, The open door effect and more!
CX Update #6: Time to Tik-Tok'ise your interfaces, create a customer culture and more!
Interview with Alexis Lebedoff: Country director Meta Belgium
CX Update #5: Customer experience in times of high inflation, How lululemon is re-thinking customer loyalty and more!
CX Update #4: The power of moments, Web3 is NOT a pot of gold and the wait'o'graphers from Hilton
CX Update #3: customer benefits of web3, your influence horizon and more!
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