Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the CCXP Exam Simulator and the author of a new book called: The Dark Side of CX: The costly patterns that turn loyal customers into brand haters. Michael joins me today to talk why we should talk about moments that shatter rather than the moments that matter, the dark patterns that reside in CX, priyomes and what CX practitioners and leaders should be doing to improve their service and experience.

This interview follows on from my recent interview – The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai – and is number 419 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.