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Sampson Lee

Sampson Lee, founder of Global CEM and creator of PIG Strategy
Member Since: 3rd Dec 2009
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LinkedIn

Sampson Lee uncommonly proclaims Striving for an Effortless Experience is a Wrong Strategy and boldly preaches Stop Practicing Conventional CX. Sampson is an author of HBR and invented the Branded CEM Method which was first licensed in the Netherlands and Belgium. Lee founded Global CEM which runs The World's 1st CX Certification workshop in 19 international cities participated by senior business executives from 69 countries. Join the next CX workshop!

Sampson Lee
President of the World's 1st CX Certification
Global CEM
  • Articles
  • Blog posts
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22nd May 2018

Why CX must not be the responsibility of customer service or marketing

The positioning of CX has to be strategic, not functional, in order for it to be successful, says Sampson Lee. Why is there a high failure...
  • Engagement
30th Apr 2018

How to operationalise and simplify customer journey mapping

Many CX professionals are now building sophisticated models of customer journey maps. However, sophisticated things are usually difficult...
  • Engagement
13th Apr 2018

Why many customer experience professionals are irresponsible

Are many CX professionals prone to the same impulsive judgements that assume all problems are service-related? Why is there a high failure...
  • Engagement
26th Mar 2018

Why your CX may be suffering from double standards

Why is there a high failure rate of customer experience (CX) initiatives? Are they being hampered by a double standard related to brand...
  • Strategy
12th Mar 2018

Stop getting CX wrong: Why conventional CX is just service-in-disguise

Customer experience initiatives have a high failure rate. Is it because they are too focused on serving customers better, at the expense of...
  • Engagement
14th Nov 2017

How Disneyland's CX strategy creates memories to replace the rotten reality

A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old...
  • Engagement
11th Oct 2017

Lessons from the leaders: How to aggravate customer pain for commercial gain

Last month, MyCustomer examined how brands such as IKEA and TK Maxx are thriving, despite delivering painful customer experiences . In this...
  • Loyalty
5th Apr 2017

Customer effort is good: How successful brands make their customers sweat

This is the second piece examining why customer effort is a good thing. Read part one: Why brands must stop trying to eliminate customer...
  • Loyalty
31st Mar 2017

Why brands must stop trying to eliminate customer effort

Deploying customer effort score (CES) could be destructive under two conditions: using CES as a key metric for your critical touchpoint...
  • Loyalty
6th Mar 2017

How CX professionals can make themselves indispensable

New research has revealed that customer experience is a risky profession. In How Many Customer Experience Professionals Will Survive 2017...
  • Loyalty
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