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: http://www.cxgoalkeeper.com/MichaelBartlett2
