Play the 2017 CX Prediction Bingo Game!


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With 2017 at our doorstep it is easily to get overwhelmed with the numerous prognostications about the future of Customer Experience. ‘Listicles‘ abound across social media from the usual suspects.

To save you some time I reviewed many of these articles and summarized them into a handy CX BINGO card. Go ahead and hit print, grab a pair of scissors, and you’re ready to go for your next CX capabilities presentation. Supplier side? No problem, use it as a check list of the relevant hot points to highlight in your next pitch!

Take a look and let me know if you think I missed any.

2017 CX Bingo

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


  1. A bit surprised that Market Research Online Communities (MROCs), one of the most actively used research field techniques, didn’t make it onto your Bingo card. Also, would have preferred to see “Metrics” instead of “NPS”, because there are many more actionable, and less problematic, methods of gauging customer experience effectiveness than Net Promoter..

  2. Dave, your tongue-in-cheek post is very clever. We need to stop and laugh at the eternal quest for the best labeling and newest golly-gee-whiz solution. I suspect you intentionally left out “customer” from any of your entries!

  3. This looks like fun! I’ll try it out with the fam. I could score big by adding feedback loops and customer focus. Thanks also for the handy cut lines surrounding the perimeter.

  4. Maybe you could add LSMFT to the Bingo card..I do not know what it stands for but it makes a really great acronym. I can even image a little jingle to go with it. My grandfather used that acronym all the time so it has to be a good one! Happy holidays. Santa is coming!


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