The Copernican Shift

What's the difference between customer experience management (CXM), and customer feedback management (CFM), and why should you care? In this special flashback episode from the Forrester CX North America Conference, we'll explore these two concepts, and learn why one of them is clearly superior.

There's a temporal component of holidays. That's why so many people love Christmas music and decorations on December 25th, but not on October 30th. It's all about timing. The same can be said for your customer experiences. In this special holiday episode we look at the magic of Christmas, and how we can apply that to your customer journeys.

Happy holidays, everyone!

If you know me, you know I love Christmas. The last couple of weeks in December are my favorite two weeks of the year. On this special holiday edition of the CXM Experience we slow down and focus on what's really important. Because sometimes experiences can be quiet, focused, and introspective. It's the experience of being human.

No one does experience like Disney. And no one does Disney like the Walt Disney Family Museum. It's a master class in customer experience, and a testament to a man who managed to imbue exceptional experiences into everything he touched. From Disney's start in Kansas City, to his struggles in Hollywood, we take a look at the circumstances that shaped Walt's vision, and his unique ability to share that vision with the world.

Brand names are the crown jewels of an organization. They're valuable, multi-faceted, and fiercely protected. But what happens when the brand name is lost? Not via an Ocean's Eleven type heist, but from the overwhelming adoption of the consumers who use it? The phenomenon is called "genericide." And it's why brands spend so much time and energy protecting their trademarks.