Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience

Show Notes

Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight...

What is CX Club Podcast with Ian Williams?

The CX Club podcast looks at the good, the bad and the ugly of the CX world...
This is what you can expect over the first 30 shows:
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation