Maybe the drop in customer experience scores is simply down to customers expecting more. In this episode of the CX Patterns podcast, Megan Burns rejoins to discuss why we are seeing a drop in customer experience scores, and she is not ready to chalk it up simply to companies doing the wrong things to improve customer experiences.

During the episode, I talk about some of the non-linear ways to design great experiences that can push back against the Hedonic Treadmill effect that Megan highlights.

My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.

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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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