Sampson Lee

Member Since: 3rd Dec 2009

Bio

Sampson founded Global CEM and invented the Branded CEM Method that was first licensed in Belgium and the Netherlands. With content based on Lee's invention, Global CEM has run the world's 1st customer experience (CX) certification program in 19 international cities and certified CX professionals across six continents.

The next CX certification training workshop will be conducted by Dr. Brownell O'Connor in Frankfurt, Germany, Europe on Sep 23-24, 2019. Early Bird Expires by Aug 11 >>

Sampson Lee

The World's 1st CX Certification Founder

Global CEM

2nd Jul 2019

A customer success mindset can't save CX alone - but it's a start

Customer experience management needs saving. And some are suggesting that a 'customer success' mindset is the answer. However, Sampson Lee...

Engagement

11th Mar 2019

Extreme experience: How brands are achieving customer success without being customer-centric

What is 'extreme experience' and why is it a superior way to drive commercial performance and consumer experience than traditional customer...

Loyalty

25th Feb 2019

What are the three limitations of customer-centricity - and which companies confirm them?

Customer-centricity is elusive, exclusive and unachievable for many. But, Sampson Lee notes, it's also "invincible". In my opinion,...

Engagement

11th Jan 2019

Can we call Amazon a 'customer-centric' company?

When it comes to deciding if Amazon is truly customer-centric, can we reconcile Amazon's great service experiences with its aggressive...

Engagement

29th Oct 2018

Is a branded experience more important than customer-centricity?

Does it make more sense for brands to 'delivering a branded experience' (i.e. when a brand delivers its promise) instead of 'putting the...

Engagement

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