Season 2 : Episode 1 – “Customer Experience Intelligence”

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For the first Fireside Chats podcast of 2021 Neal and Paul are joined by esteemed author and CX thought leader Jeofery Bean A passionate and insightful CX warrior Jeof shares his definition of customer experience intelligence and the role that plays in today s world He also talks about CX4 or it is 5 of interactions and this is a goodie The Out Of The Box customer experience Charming knowledgeable and authentic Jeof encapsulates exactly what it means to be a CX Champion in this day and age His drive for advocacy over satisfaction is one that is likely to be the new phrase for CX in 2021 As Jeof says adovacyiseverything Jeof s Books Book 1 The Customer Experience Revolution 2012 Book 2 Customer Experience Rules 2015 https www amazon com Jeofrey-Bean e B006K2L0XI ref sr ntt srch lnk 1 qid 1568408844 sr 8-1 Jeof s CX Myths That customer satisfaction is the goal Jeof s CX Quotes Measure what matters to customers Dr Joely Gardner CEO Human Factors Research Whether it was positioning in the marketing message or customer service and support or upgrades and repairs Steve Jobs usually said delay the product so you can fix it Larry Tesler --former Vice President and Chief Scientist Apple Computer Jeof s CX Heroes Larry Tesler Don Norman LL Bean Jeff Bezos Scott Cook Jack Dorsey Richard Thaler Click here to visit this podcast episode