Episode notes
The CX Goalkeeper had a smart discussion with Christopher Brooks
Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.
My learnings:
CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success
CXWG 2021 is starting in May 2021
Christopher’s chapter in the book Customer Experience 2 is about measuring behavioral changes
There are 25 CX drivers which are able to replicate 90% of the decision-making process
The EXQ (Experience Quality) method identifies what customer experiences drive a brand’s customers’ share of category
The MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What ...