Member Since: 3rd Dec 2009
I invented the PIG Strategy which was first licensed in the Netherlands and Belgium, and run the World's 1st CX Certification workshop in 19 cities with participants from 69 countries across six continents.
Our 61st CX workshop will be held in Frankfurt on October 22-23.
President of the World's 1st CX Certification
Global CEM
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...
14th Nov 2017
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...
11th Oct 2017
Last month, MyCustomer examined how brands such as IKEA and TK Maxx are thriving, despite delivering painful customer experiences . In this...
5th Apr 2017
This is the second piece examining why customer effort is a good thing. Read part one: Why brands must stop trying to eliminate customer...
31st Mar 2017
Deploying customer effort score (CES) could be destructive under two conditions: using CES as a key metric for your critical touchpoint...
6th Mar 2017
New research has revealed that customer experience is a risky profession. In How Many Customer Experience Professionals Will Survive 2017...