CX Goalkeeper with Christopher Brooks - S1E18 is about the CXWG and what really matters most to customers

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

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  ... 

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Keywords
cxwg