Dave Fish
Dave Fish, Ph.D.
Dave is the founder of CuriosityCX, an insights and advisory consultancy for Customer Experience. Formerly he was CMO for MaritzCX, now an InMoment company. He has 25+ years of applied experience in understanding consumer behavior consulting with Global 50 companies. Dave has held several executive positions at the Mars Agency, Engine Group, J.D. Power and Associates, Toyota Motor North America, and American Savings Bank. He teaches at the Sam Walton School of Business at the University of Arkansas. He is the author of "The Customer Experience Field Guide" available on Amazon and BookLogix.com.
Time to Redefine Market Research from Process to Outcomes
I conducted my first class for the Fall Semester at the University of Arkansas the other night. I am teaching a 300-level course in...
How to Create a Common Categorization Framework for Your Unstructured Customer Feedback
Tony Manero is the president of the burgeoning vintage clothing store Disco Inferno. What started off as a passionate hobby blossomed into a national...
Market Research and VOC are Broken. Here are 5 Ways to Fix
The biggest failing of the market research industry over the last 100 years is in its impotency in exacting meaningful change. Sure, it has it...
Out of the Box CX Reinvention
It was Easter morning. My wife always tries to make things special for our two little girls. Today was no exception as she prepared...
Heroes and Zeroes: How Organizations are Treating Customers and Employees During the COVID-19 Pandemic
By Dave Fish, Michelle Tunney, and Landry Chopin With unemployment predicted to reach 30% caused by a pandemic of truly biblical proportions, panicked human beings...
Treating Your Co-Workers Like Customers: How To Set Up Your Internal CX Metrics
Being an unusually warm Super Bowl Sunday, the citizens of the tiny town of Bentonville, Arkansas were out and about before the big game. My...
Segmentation: The Key to Improving CX for Customers That Matter Most
“A FOUR, WE GOT A FOUR!???” I yelled at my smart phone. I stared at the number in disbelief. I looked at my wife who…
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....
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...
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...
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...
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...
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...
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...
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....
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…
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…
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…
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…
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…