CX Goalkeeper with Gustavo Imhof - S1E29 is about memories in Customer Experience

The CX Goalkeeper had a smart discussion with Gustavo Imhof Gustavo is the Customer Insights Leader at Avado and he is the Head of CX at CXAhead. Gustavo is very well known in LinkedIn and on the market for his outstanding thoughts, insights and posts on Customer Experience. He is one of the co-authors of Customer Experience 3. We discussed his chapter of the book Customer ExperienceExperiences don't matter, memories do.My learnings:- There is a disconnect between what happens during an experience and what customers remember, therefore memories matter!- Every human being remembers and elaborates experiences in a different way- By understanding how memories work, you can design the experiences accordingly and making moments memorable (however, you need to be smart at it)- Some moments can completely change the evaluation of an experience (good and bad) His book suggestion:- Atomic habits, James Clear- Impossible to ignore, Carmen Simon Gustavo’s golden nugget:Utilities are completely from external interferences thus they are completely free in designing experiences. These are not the most exciting industries. how to contact Gustavo:https://www.linkedin.com/in/headofcustomerexperience/Thank you, Gustavo! #customerexperience #CXAhead #cxgoalkeeper

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose