Gustavo Imhof, a CX consultant, talks to Valentina and Greg about the most common CX misconceptions he has come across during his career. Gustavo comes with thought-provoking statements, seemingly paradoxical at first glance. For example, advising CX strategists not to be customer-centric.
To find out more about what Gustavo does, visit his profile: https://www.linkedin.com/in/headofcustomerexperience/
Check out Gustavo's recently published book - Customer Experience 3: https://www.amazon.co.uk/Customer-Experience-3-Naeem-Arif/dp/191277481X/ref=sr_1_6?dchild=1&keywords=customer+experience+3+book&qid=1617643992&sr=8-6
05:21 - the most common mistakes organisations make I 10:33 - the danger of exceeding customer expectations I 22:50 - Why are memories more important than the experience? I 29:27 - advice to CX leaders
Retail Restructuring & Rise of Entrepreneurship - w/ Sham Aziz (Thecxway)
Innovating Customer Communication in the Financial Sector - w/ Andrew Stevens (Quadient)
Patient Experiences & Future Regulations in the C*nnabis Industry – w/ Simon Erridge (CuraLeaf)
EV Innovations and the Merge of Physical & Digital CX - w/ Chris Warwick (Electromin)
Ownership of Data & AI Evolutions in Surveys – w/ Kelly Cormac (SurveyMonkey)
Crafting Moments of CX Magic - w/ Shep Hyken
How to Deliver Large-scale Technology Projects - w/ Simon Ronald & Laurence Leach (ACF Technologies)
Perfecting the Human Experience in a World of AI - w/ John Sills (The Foundation)
Age of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco)
100th Episode Special - The Best Moments
Preparing Customer Service for the Holiday Season - w/ Ty Givens (CX Collective)
Open Banking: The Shared Branch Model of the Future - w/ Andy Willmot (OneBanx)
Luxury Watches and the Rise of eCommerce - w/ Marc Montagne (Vacheron Constantin)
How Lean Six Sigma Enhances the Banking Experience – w/ Annie Mamigonians
Why is Patient Experience Overlooked in Healthcare – w/ Katie Bowden (NEXA)
Why Human Behaviour is VR’s Biggest Enemy - w/ Dr Clare Mutzenich (7th Sense Research)
The Sustainable Banking Dilemma - w/ Estrella Moya (Triodos)
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Andreas Schmelzer (Porsche Holding): Hyper-Automation, the Next CX Boom?
Henriette Paus (DNB): How Norwegian Banks Are Breaking New Ground
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