Sampson Lee
Member Since: 3rd Dec 2009
Sampson invented the Branded CEM Method that was first licensed in Belgium and the Netherlands, and runs the world’s 1st customer experience certification in 19 international cities. The 63rd CX certification workshop will be held in Milan on Nov 18-19, 2019. Early Bird Expires by Oct 6 >>
President Global CEM
2nd Jul 2019
Customer experience management needs saving. And some are suggesting that a 'customer success' mindset is the answer. However, Sampson Lee...
11th Mar 2019
What is 'extreme experience' and why is it a superior way to drive commercial performance and consumer experience than traditional customer...
25th Feb 2019
Customer-centricity is elusive, exclusive and unachievable for many. But, Sampson Lee notes, it's also "invincible". In my opinion,...
11th Jan 2019
When it comes to deciding if Amazon is truly customer-centric, can we reconcile Amazon's great service experiences with its aggressive...
29th Oct 2018
Does it make more sense for brands to 'delivering a branded experience' (i.e. when a brand delivers its promise) instead of 'putting the...
22nd May 2018
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...
30th Apr 2018
Many CX professionals are now building sophisticated models of customer journey maps. However, sophisticated things are usually difficult...
13th Apr 2018
Are many CX professionals prone to the same impulsive judgements that assume all problems are service-related? Why is there a high failure...
26th Mar 2018
Why is there a high failure rate of customer experience (CX) initiatives? Are they being hampered by a double standard related to brand...
12th Mar 2018
Customer experience initiatives have a high failure rate. Is it because they are too focused on serving customers better, at the expense of...