Customer experience can be a complicated subject, so Jonathan Daniels, author of the Customer Experience Playbook, and I tackled some of the myths surrounding it on my latest episode of People&Digital, the podcast. 

Jonathan is also the organiser of CX Brussels, a Belgium-based networking platform that supports customer experience professionals, not to mention a consultant and trainer, so he’s pretty much an industry guru! 

You can now listen to the  whole discussion or scroll down to read the eight things he told me about customer experience that you might not know…
You can also find a summarized, quick-read version right here

• CX has never been more important
• Small businesses are often doing CX better than bigger ones
• Customer experience and customer service aren't the same thing
• Having a CX-centric framework is absolutely vital 
• CX will get customers to stick with you – and to buy more
• You can go a step further with the Net Promoter Score 
• You need to personally experience your company's CX journey 
• CX success still comes down to the solid data and figures

Useful links:

• Take the quiz! Which book do you need to boost your digital transformation in times of crisis?
• a summarized, quick-read version right here
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

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Talk to you soon!