Books Customer Experience Design Customer Experience Management Leadership 
Beyond Philosophy
NOVEMBER 24, 2014
This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.
SurveySensum
JULY 14, 2020
Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].
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Beyond Philosophy
FEBRUARY 3, 2015
Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice.
Beyond Philosophy
MARCH 12, 2015
What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.
Beyond Philosophy
FEBRUARY 17, 2015
The Peak End Rule is that people judge their experience by how they felt at its most intense moment and the end of it, and they forget the other parts over time. If your experience targets both sexes, as many do, then you might design options within the experience that accommodate the different genders appropriately.
CX Workout - Ideas Blog
AUGUST 3, 2018
Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.
CX Workout - Ideas Blog
AUGUST 3, 2018
Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.
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