2002 CEM Consumers Customer Experience Management 
Beyond Philosophy
MARCH 16, 2015
I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better.
Beyond Philosophy
MAY 12, 2015
Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically.
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