Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
We should talk about moments that shatter rather than the moments that matter - Interview with Michael G. Bartlett
Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the CCXP Exam Simulator and the author of a new book called: The Dark Side of CX: The costly patterns that turn loyal customers into brand haters. Michael joins me today to talk why we should talk about moments that shatter rather than the moments that matter, the dark patterns that reside in CX, priyomes and what CX practitioners and leaders should be doing to improve their service and experience.
This interview follows on from my recent…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.