The Dark Side of Customer Experience with Michael Bartlett - First Half

The CX Goalkeeper had a smart discussion with Michael Bartlett. Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues. We discussed about the key takeaways from the book in 2 episodes. Today, I published the first one, next week the next one. some highlights: cataloging priyome ("well established principles and patterns") if you know the enemy, it makes easier because you know what to do about it the Iceberg Model and how to leverage it The importance of understanding goal and social frictions when creating experiences the Endless Waiting Local optimization … and much more Thank you, Michael! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast Additional information: www.cxgoalkeeper.com/MichaelBartlett