The CX Lead Newsletter

Hi friend,

The CX Lead’s advisory board includes many of the biggest names in customer experience, from all around the world. This week we’re featuring content from three board members, on three of the hottest (and most impactful) trends and tools in the world of CX.

First up is Katie Stabler’s piece on the science of perception. She looks at new research on how, specifically, customers form perceptions of their CXs. It’s fundamental research that should improve the way you understand and manage your approach to better CXs.

Next up Luke Jamieson looks at an up-and-coming CX tool that sounds straight out of The Matrix. We won’t spoil the surprise, but it involves cloning your customers… ethically cloning, of course!

Finally, the masterful Mary Poppen breaks down for us the world of customer journey analytics in easy-to-understand terms. If you’ve struggled to connect the dots between CX analytics and better CXs, Mary is here to show you the way. 

Do You See What I See? CX and the Science of Perception

Customers gauge their experiences based on their own first-person perspectives. But how, specifically, are those perspectives created? Katie Stabler examines new psychological research on the science of perception, and explains what it means for companies creating better CXs.

New on The CX Lead

Our curated list of practical knowledge to help you hit the ground running.

Have You Met Your Digital Twin? They Could Be Your Secret Weapon for Better CXs!

Imagine a top-secret laboratory that clones your customers so you can experiment on their customer experiences and learn from their reactions. Digital Twins of Customers (DToCs) may make that possible, sooner than expected, and without the need for any secret laboratories.

Read more about digital doppelgangers →

Easy-to-Follow Guide To Customer Journey Analytics

Maybe you’ve heard the term “customer journey analytics” before and aren’t exactly sure what it means. Or maybe you have a solid understanding of the concept but don’t know how it can help your business.  Fear not! The CX Lead is here to guide you through the ins and outs of customer journey analytics.

Master customer journey analytics here! →

Join the Waitlist for The CX Community! 🔥

We're developing our programming to bring you the most value possible with this community, including 1:1 networking sessions, mentorship groups, access to industry Experts and more. But what I need to know from you, is what would you like to see in a CX Community? Reply to this email and let me know!

Join the Waitlist! →

And in case no one else told you today, thank you for everything you do.

Yours in CX,

Craig Borowski 
— Senior Editor | The CX Lead

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