#customerexperience Lessons From Senegal part 2 #talks #event

13 Mar 2024 · 1 min

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In this opening segment of the talk, the speaker recounts a vivid scene at a beach‑side hut store in Senegal, where a steady flow of customers highlighted a powerful, real‑world example of customer experience in action. This observation sparked the insight that customers carry three distinct “stories” in their minds, which the speaker argues CX professionals must address more pragmatically. He signals that the presentation will unpack these three stories and introduce a set of controversial statements designed to challenge current thinking and push the consciousness of the CX field forward.

Chapters

I was with Steve, something clicked in my mind as we were having these conversations, and I was seeing people coming in and out of his store in this hut, literally a hut sitting on the side of a beach, and he had literally tens of people going in and out of that store. Something clicked in me, and I began to see what we're going to actually talk about today, which is there are 3 stories, 3 stories in the minds of our customers that CX has to begin to think about much more pragmatically. We're going to look at those directly. We're gonna offer some controversial statements, some things perhaps that we can discuss a bit later on that I think is gonna help move the consciousness of customer experience forward.