CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew Carothers and I answer that question.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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An explainer on Chesterton's Fence.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

CX Standards Landing Page - you can learn more about the standards, and download them.

Erin Wallace on LinkedIn

Dancing Guy Video - showing the importance of the first follower to catalyze a movement

Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Harry Brignull - The Deceptive Patterns guru

Deceptive Patterns the book - buy this book. Read it & use it as a jumping off point to start auditing your experience for Deceptive Patterns.

Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

How to leverage design and CX skillsets and methodologies to spot the best opportunities for integrating AI and GenAI into your experiences.

Andrew McInnes on LinkedIn.

Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

This episode is inspired by research and writing I've done on memories and negative emotions. For more on this topic, check out my LinkedIn learning course linked below about how to create great customer experiences.

Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Why you shouldn't have an AI Strategy.

Why you should be implementing GAI & AI everywhere you can.

Why you should join up your EX and CX AI efforts.

Andrew McInnes on LinkedIn.

Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies are about to experience Entropy in their customer experience efforts. But you don't have to be one of them.

1) Pay attention to the parts of your experience that you want your customers to roget

2) Keep close tabs on your Signature Moments

3) Look for signs of neglect in your competitors that you can exploit

Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.

My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.