Matt Watkinson was talking about customer experience even before it became a boardroom buzzword. In fact by 2012, he'd already written a famous book on the topic. As a successful author and practitioner in the field of CX for over a decade, he’s someone who looks at the discipline from a much wider perspective than most. This multi-disciplinary approach to his craft makes him deadly effective when it comes to solving business problems. Similar to me, he doesn't focus on the CX that just sounds good, but the type that helps improve commercial performance. 

He's well-read and highly intellectual, so in this episode we get to delve into many areas aide from the topic at hand. So if you're interested in the broader connections between marketing, strategy, growth or finance, this discussion is highly relevant. 

Which hotel did he say in that costs $14000 per night and what is the secret to a good whisky?

What is his personal history with Ogilvy god, Rory Sutherland?

What is the CX holy trinity, and the fuse box project tactic? 

What's the fail-safe way to create your own buzzword and why are they are so prolific?

Which of the 450+ books in the field of CX which Matt has read, does he recommend you read?

Which statement about CX made him very unpopular in some circles?

What’s the one thing you shouldn't forget to do if you’re ever invited to speak at an event?

What’s the difference between a CX practitioner vs an expert? The easy way to spot the difference.

What is the one customer feedback question every hotel (and every business for that matter) should be asking their customers but fail to do so?

What mistakes did he make when writing his books which he would change?

All of this and more answered in a long, but 'worth it' episode - especially if you like whisky. 

For more info about references and mentions during this episode and the trailer, visit here