Dave Fish
Dave Fish, Ph.D.
Dave is the founder of Curiosity, an insights and advisory consultancy for Customer Experience. Formerly he was CMO for MaritzCX. He has 30+ 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, and Toyota Motor North America. He taught in the business schools of the University of Arkansas and Michigan State University. He is the author of "The Customer Experience Field Guide" available on Amazon and BookLogix.com.
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…
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...