The Dark Side of Customer Experience with Michael Bartlett - First Half

The CX Goalkeeper had a smart discussion with Michael Bartlett.

Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.

We discussed about the key takeaways from the book in 2 episodes.

Today, I published the first one, next week the next one.

some highlights:

• cataloging priyome (“well established principles and patterns”)

• if you know the enemy, it makes easier because you know what to do about it

• the Iceberg Model and how to leverage it

• The importance of understanding goal and social frictions when creating experiences

• the Endless Waiting

• Local optimization

… and much more

Thank y ...