#2 Customer Experience, ie. CX

In Episode 2 of the Marketing Heretics we explore ‘customer experience’. A shameless repackaging of the kind of customer journey thinking that’s been around for decades, or a shiny new business-critical discipline? We connected with Faris Yakob and Tom Peters - among many others - to help us shed some light on CX, and whether or not it’s something agencies have any business selling.

Links we mention in the episode:
The Holla Agency: http://www.thehollaagency.com.au/
Forbes article on Customer Experience: https://www.forbes.com/sites/davidcooperstein/2015/08/11/brand-versus-customer-experience/#278f4372107f
Quote from Malcom Auld: https://themalcolmauldblog.com/2016/03/28/more-than-ever-before-customers-want-to-be-sold-too/
Faris Yakob on Brand Experience: https://www.warc.com/newsandopinion/opinion/what_is_brand_experience/2604

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