The Experience Provider: Are Legacy CX Playbooks Are Holding You Back?

This week on Buffering, we’re retiring six customer experience mantras that may have helped build businesses but won’t necessarily help them grow. Inspired by Customer Experience expert Jon Picoult, we explore “the customer is always right” to “every interaction should delight,” Zack and Gabe challenge the CX absolutisms that oversimplify increasingly complex customer journeys. They explore why not all friction is bad, why NPS can’t tell the whole story, why more personalization isn’t always better, and why giving customers more support channels can actually create a worse experience.Join Zack and Gabe as they unpack what it means to move beyond the legacy playbook and become a true experience provider. They discuss empowering frontline teams to become trusted advisors, curating the right customer journey, using data with permission, and designing personalized offers around real customer needs and life stages. Because the playbooks that built your business may not be the ones that grow it.