Human Centered Experience

American Express has successfully increased its annual fee to $895 by restructuring the value of its Platinum Card, creating a paradox where raising the price increases customer engagement and retention. This is achieved through forced habitual engagement, loss aversion, and a shadow retention layer. The lesson is that price is just a number, but value is a structure.

Chapters

• 00:00 The American Express Paradox
• 07:18 Shadow Retention Layer

LinkedIn Article

The conversation delves into the illusion of customer journey maps and the critical challenge of the fragmentation gap between front stage and backstage operations. It explores the failure of digital transformations, the evolution of financial services and tech, the importance of operational transformation, the shift from journey mapping to service blueprinting, the cultural shift and collaboration, and the reality of experience innovation.

Takeaways

• Customer journey maps can be dangerous distractions
• The fragmentation gap between front stage and backstage operations is a critical challenge

Chapters

• 00:00 Intro
• 03:51 Fragmentation Gap
• 08:41 Transforming processes for better experiences
• 12:24 Bridging the gap
• 13:27 Wrap-up

In the midst of a media acquisition war, Netflix and Paramount engage in a battle for dominance. The podcast delves into the deal structure, customer experience strategy, financial implications, regulatory concerns, and the impact of a UX monopoly on art and culture.

Takeaways

• Netflix vs Paramount
• Customer Experience Strategy