CX Insights from Switzerland | Precision, Empathy, and Lovable Experiences

In this episode, I’m sharing highlights from my time in Switzerland, where I celebrated CX Day with the CXPA. I sat down with Greg, the CX Goalkeeper, to discuss how Switzerland’s culture of precision influences customer experience-and discovered that 74% of Swiss customers will leave a brand after just one bad experience! Compare that to the global average of 17%, and it’s clear that expectations here are incredibly high.
Connect with Greg The CX Goalkeeper here:
cxgoalkeeper.c...
Last week, I was in Vienna with Michael, where we dove into the art of crafting lovable experiences. I’m heading to Frankfurt to discuss how AI and back-office technology can help improve CX. Too often, we focus on customer-facing roles, but back-office teams are just as crucial to creating a seamless customer experience.
Catch up on the latest of our CX in the Wild Podcasts here:cxinthewild.bu...
I also explore a key insight from a recent podcast episode: CX isn’t created; it’s revealed by identifying which 20% of your organization is ready for change. This 80-20 rule could be the key to unlocking your company’s CX potential.
Watch the video to gain actionable tips on elevating your CX strategy through precision, technology, and a focus on back-office operations.
👉 Don’t forget to subscribe and hit the notification bell for more CX insights worldwide!