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.
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...
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...
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...
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...
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...
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...
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...
On ChatBots, CX, and Deathmetal
We are increasingly talking to machines. Whether it is with your car, your phone, or even your...
How to Pick the Right Customer Feedback Management Solution: 7 Key Questions to Answer
“These things changed my life!” We were at around mile 6 of the Bentonville Half Marathon ...
Survival of the Fittest in CX
About 4 million years ago in Australia a fierce predator emerged. The Thylacine or “Tasmanian Tiger” was the apex predator in the food chain...
Best Practices In CX Goal Setting
We set organizational goals for one reason; to motivate individuals to act. It is a way forward. If you don’t know what your goal...
The One Pre-Condition You Need In CX
It’s the New Year and with it there are many prognostications and predictions in the air. Likewise, there are many resolutions and promises that...
Blockchains, Burgers, and Blimps: The Convergence of Transportation, Retailing, and Software
It's a foggy spring morning as a delivery truck silently pulls away from what was once a ‘mega center” supermarket on its way to...
Play the 2017 CX Prediction Bingo Game!
With 2017 at our doorstep it is easily to get overwhelmed with the numerous prognostications about the future of Customer Experience. ‘Listicles‘ abound across...
The First Step in Setting up a CX Initiative
Rem “In the Beginning God created the heavens and the earth. ... And God said, 'Let there be light,' and there was light. God saw...
One Easy Thing to Improve Your CX
Bing! It was 4:30am and my airline app just pinged on my nightstand. In the bleary soft glow, it notified me that my 7:09am flight...
Unlocking the CX Toolbox
When you have a great hammer everything looks like a nail. When you are invested in a certain way of thinking, you tend to...
Approach-Avoidance CX Strategies from the Buffalo River
“Oh sh*t!” was my first thought. Our family and some friends were spending the afternoon paddling on the pristine Buffalo River in rural Arkansas. While...
Journey Mapping for Disruptive Innovation
A blank stare. That’s what I got from my 8 year old daughter after I asked her to roll up the window in our car....
NPS: Helped or Harmed CX?
It has been about 12 years since Dr. Fred Reichheld wrote his original article in the Harvard Business Review entitled The One Number You...