The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Puneet Mehta on LinkedIn

Netomi

Integrating AI into your current workflows the right way.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Delivering on expected moments don't make your experience trite, it makes it feel comfortable and familiar.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Find Todd on LinkedIn

Buy Todd's book - The 10-Second Customer Journey

Links to my two episodes with CX Pro of the year Gloria Gupta:

The CX Leader Of The Year Is Here

You Will Have To Take Responsibility For Problems That Aren't Yours To Solve

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Marion's LinkedIn Profile

Folks, I can't stress how good this content is, please follow the links:

• Marion's epic LinkedIn post with an absolute treasure trove of CX knowledge

• Marion's post on Building a Unified Journey Framework step by step

• Link to Marion's post with her Journey Framework

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Episode 100 of the podcast.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Marion's LinkedIn Profile

Folks, I can't stress how good this content is, please follow the links:

• Marion's epic LinkedIn post with an absolute treasure trove of CX knowledge

• Marion's post on Building a Unified Journey Framework step by step

• Link to Marion's post with her Journey Framework

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Mark Levy on LinkedIn

Psychology of CX Book

Mark's DCX Newsletter

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.