Why customer experience can't be your sole source of competitive differentiation
In this edition of the Connecting the Dots podcast, we talk to author and co-founder of Methodical, Matt Watkinson, about his two books on the topic of CX, whilst debunking some of the discipline's most common myths.
Matt explains why his work as co-founder of Methodical.io helped to highlight the need for a basic set of principles to abide by through the process of customer experience design, which eventually led to penning his first book, The Ten Principles...
We also discussed a number of issues currently blighting the customer experience profession, including:
- Why many CX professionals don't often consider enough their business's requirements when designing customer experiences, and the issues this can present. - Why customer-centricity shouldn't be a goal, and why the idea of any kind of 'centricity' in business cannot deliver on its promise. - Why delivering 'effortless' experiences is much harder than many CX leaders often realise. - Why customer experience should never be considered as a sole competitive differentiator.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.