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CX Speaker talks on 3rd party engagement

Engagement lessons from Orlando, the world’s entertainment capital

Besides from being a CX Speaker, I also publish articles such as this one on the CX Network, a leading platform for senior CX and Marketing leaders. Back in 2016, I wrote an article sharing that the biggest misconception around customer experience back then was that marketing would fully own the customer journey design. This […]

Is Having a Horde of Promoters REALLY the Key to Your Customer Experience Strategy?

This article was originally published on the Worthix blog, a cutting-edge AI-based voice of the customer software. If there is one thing that truly scares me when I talk with senior leaders at conferences, it’s the lack of forethought many have in choosing a metric for their business. These same executives spend weeks upon weeks reviewing the right […]

The future of banking is about enabling and delivering transformative customer experience

To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy. In this book, they share four stages to economy value: commodities, products, services and experiences. Banks are on the verge of the highest level of economic value: […]