I am a big believer in customer experience.

Every day we interact with hundreds of products and services. Each of these interactions is an experience, and their cumulative impact on our quality of life can be tremendous.

I want everyone to have the highest quality of life they can (myself included) which is what drew me to this field in the first place.

As such, my criticisms of the industry come from a place of deep commitment and genuine love for my field. I want it to flourish. I want it to be credible.

The only way we can achieve those things in the long run is if we prove customer experience initiatives can be a win:win for customers and the organizations that fund them.

We desperately need to demonstrate that we can see the bigger strategic picture, and that we understand the contributions other disciplines make. We also need to prove returns for our work. If we don’t, customer experience will just be another corporate Roman candle.

My war on CX industry bullshit isn’t about putting people down, building a following, or being needlessly contrary. It’s about securing the long-term prospects of the industry I’ve devoted my whole adult life to.

Time to rest - big day tomorrow.

‪#customerexperience

See this post on LinkedIn