CH 13: The future of customer experience

Question 1

Recap

Answer 1

7 philosophies
physical aspects of CX commoditized- need to appeal more to the emotional

Question 2

Future of CX

Answer 2

1. Emotional Ergonomics- creating environment (which translates into the CX) that addresses the 5 senses
2. Think of the memory you want to leave from the CX
3. Will be purely CX companies
4. With increasing commoditization, The CX (thus meaning becoming a cx company) will be the way to differentiate yourself.. the only other way to survive is move into high value products like tech
5. Storytelling skills, acting skills, empathic people skills will be at a premium.
6. The CX is the next competitive battleground