CX Goalkeeper with Gustavo Imhof - S1E29 is about memories in Customer Experience

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

Episode notes

The CX Goalkeeper had a smart discussion with Gustavo Imhof

Gustavo is the Customer Insights Leader at Avado and he is the Head of CX at CXAhead. Gustavo is very well known in LinkedIn and on the market for his outstanding thoughts, insights and posts on Customer Experience. He is one of the co-authors of Customer Experience 3.

We discussed his chapter of the book Customer Experience

Experiences don't matter, memories do.

My learnings:

- There is a disconnect between what happens during an experience and what customers remember, therefore memories matter!

- Every human being remembers and elaborates experiences in a different way

- By understanding how memories work, you can design the experiences accordingly and making moments memorable (however, you need to be smart at it)

- Some moments  ... 

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