The Dark Side of Customer Experience with Michael Bartlett - Second 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 in the 2 episodes with him:

• 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

• The key takeaways from the books

• what will Customer Experience look like in 10 years time

… and much more