The Art & Science of Customer Experience

Posted: July 18, 2018

As co-founder of the awesome CX Accelerator community, I jumped at the chance to collaborate with the wonderful Nate Brown on a blog post idea that we’d chatted about at the recent ICMI Expo. Here we get down to the nitty-gritty of whether CX is an artistic or a scientific discipline, and how the two interact. This was a really fun piece to write and we’re planning a fun Google Hangouts live video to debate these points further. Stay tuned for that, but for now, here’s a snippet of our blog post – click through to read more.

💥  What fires you up about customer experience??  💥

Could it be CX’s huge potential to impact the bottom line, using proven strategies to help retain customers, encourage them to stay loyal and ultimately, ensure continued business success?

Or is it the opportunity to help people, make the world a little better, and step into the shoes of others to see the world through their eyes that really gets you going?

Whatever drew you to CX, it’s undeniable that it sits in a unique place in organizational landscapes – drawing on both principles from the arts and the sciences, it’s a fantastically well-rounded discipline which attracts a wide range of professionals for different reasons.

But the warm fuzziness of emotional, artistic CX doesn’t often make for a perfect pairing with the data-driven business science principles that the field also encompasses. Proponents of the arts and sciences have long debated the merits of each discipline, arguing that one discipline trumps the other, and the art and science of CX is no exception.

So here at CX Accelerator, we thought we’d debate the merits of the arts, and the science of CX. Which discipline is most vital? Which aspects of one wouldn’t exist without the other? We’ve brought on board CX Accelerator co-founder Nate Brown, and community organizer Kaye Chapman, to debate each side.

[Read more on the CX Accelerator Blog]

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