Dave Fish

6 Cures for Solutionitis, a Benevolent Plague Infecting Your Organization

Oyster forks, responsive speed bumps, beer holder hats, ‘smart’ glasses that block out TV ads…one has to wonder if these innovations are really necessary. I find a knife far superior to those gizmos at the local gourmet store meant to help “simplify” the arduous...

The Final Journey: CX and the Death of a Loved One

My dad passed away in January. A lifelong insurance man, Roger was well organized, well-liked, and, I think, a well-respected community member. He was a tenacious fellow who, when confronted with even the bleakest scenario, always managed to claw his way out. This time...

From Practitioner to Proprietor: 9 CX Learnings from Airbnb to Apply to Your Business

Julius Caesar once said, “experience is the teacher of all things.” Sadly, those that are experienced don’t always teach and more worrisome is that those that teach aren’t always experienced. We have consultancies advising large corporations on how to launch CX systems that they have...

CX’s Biggest Problem is Finding the RIGHT Problem

In 1936 Union Pacific Railroad had a client problem. They saw their customer experience problem as a need to help their mining clients more quickly and cost-effectively get consumables and lumber in and ore and coal out of the mountainous Wasatch range. Existing railroad technology…

Stop the Madness, Get Off the CX Incentive Juice

“If you don’t give me all 10s, I will get fired,” the young saleswoman at the luxury automotive dealer told me. I was silent for a moment and then drew a deep breath. I explained to her I was in the business of customer experience…

Culture May Eat Strategy for Breakfast, but CX Prefers Pizza for Lunch

God. Football. Pizza. That’s the life priorities in my small hometown of Berwick in Northeast Pennsylvania. When alone, some locals will confide that their priorities are, on any given day, in a slightly different order. There are scores of pizzerias in the area but in…

Stop Blaming the Help. How Companies Stymie Great CX

"I'm giving my two weeks' notice today", the young women with the blue hair told me as she struggled to assign me a storage locker. A long line of irritated customers formed behind me and was growing longer by the minute. I could sense her...

A Brief History of Customer Experience

This article is third in a three-part series on the past and future of CX with a focus on role of technology in customer experience. Read the first and second pieces on ama.org. The series is a partnership between Dave Fish, Michigan State University visiting professor and founder of CuriosityCX, and...

A CX No-No: Cross-Culture NPS Comparisons

I was prepared for the worst. It was a short domestic flight in France so I thought I would gamble on EasyJet. I had some experience with “ultra low cost” airlines in the states so I assumed that EasyJet would be the same. I braced…

6 Big Trends Driving the Future of CX Technology

By: Dave Fish and Brian Keehner AI-assisted CX and business consulting are just two of the big trends driving technological innovation in customer experience improvement This is the second in a three-part article series on where customer experience (CX) has been, where it is today…

What Happens In Vegas Shouldn’t Always Stay In Vegas

Dave Fish, CEO of CuriosityCX, offers an insider’s peek at his  session, 10 Ways to Reboot Your CX Program, held this year at CXFusion.  I had the privilege of speaking to over 100 CX professionals at the MaritzCX Customer Experience Eve...

Cybernetic CX: How Machines and People Can Work Together

Before wildly pursing AI, AR, Chatbots, 3D printing or any new emerging technology you should have a clear reason of why you want to adopt this technology. So often, technology is adopted for bad reasons.

Solving the CX Conundrum: How to Minimize Chaos, Maximize Humanness

A Coffee Shop Case Study "Heeeeey!!!" "Dude, Dave shaved his beard!" Benji, shouted over his shoulder laughing. His friends shook their heads smiling in the background. "It was getting itchy," I said. "Duuuuude….you have to give it time," he said smiling brightly, "the yuse?" "Yup,"…

A Quick Start Guide to the First 100 Days of Your CX Program

Have you been handed the reigns of the Customer Experience program at your company and have no idea where to start? Need to radically overhaul your existing program in a hurry? Here is a list of steps to get rolling in your first 100...

10 Tips to Crush Your Next CX Presentation Like a Rock Star

A young petite brunette got up from her seat and walked to the front of the large conference room filled with mostly jaded middle aged men from the automotive industry to talk about, of all things, their customer experience results. The crowd simmered down...

The 6 CX Leader Types: Which One Are You?

I have worked in the CX space for some time now and have had the pleasure of working with many CX professionals, most of whom were (and are) very effective at their job. The most effective share a common trait; they tend to be...

Toward a New CX: The Merger of EFM and CRM

The promise of CRM (Customer Relationship Management) was always to create a better customer experience over the lifetime of the customer by engaging them and delivering value. It was to be a tool to...

The New Formula for Experiential Design: CX > 5 Ps

In business school we were all taught about the 4 Ps: Price, Product, Promotion, and Place. I remember teaching graduate level Strategic Marketing and the author of the book had decided to also throw...

What Krusty Burger Can Teach Us About Driving CX Action at the Front Line

One of the largest under-acknowledged challenges in launching a new CX initiative is getting front line employee buy in. Real time data collection is pointless if only an exclusive coven of technocrats in HQ...

10 Ways to Reboot Your Voice of the Customer (VOC) Program

Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights... all of the above is required to create an immersive and seamless experience for your customers. ...

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