The Dark Side of Customer Experience with Michael Bartlett - Second 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 in the 2 episodes with him: 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 The key takeaways from the books what will Customer Experience look like in 10 years time … and much more Thank you, Michael! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast Additional information: www.cxgoalkeeper.com/MichaelBartlett2