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:
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cataloging priyome ("well established principles and patterns")
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if you know the enemy, it makes easier because you know what to do about it
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the Iceberg Model and how to leverage it
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The importance of understanding goal and social frictions when creating experiences
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the Endless Waiting
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Local optimization
… and much more
Thank you, Michael!
#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast
Additional information: www.cxgoalkeeper.com/MichaelBartlett
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience