Looking forward to speaking with MBA students at the University of Auckland this morning! I’ll be debunking some of the bullshit myths in the CX industry, in particular:

That customer experience is the most powerful source of competitive advantage when it’s probably the weakest.

That most brands can “win” on customer experience when in fact, most can only not lose.

That NPS and CSAT measure customer experience when they don’t.

That delighting customers is a smart strategy, when it’s usually commercial suicide.

That satisfaction creates loyal customers, when it doesn’t...

Ought to be enough to set up a lively Q&A. 🤣 See for yourself on LinkedIn