Watch this video of Daniel Ord explaining the importance of customer perception, with a special emphasis on the Customer Experience Pyramid (Meets Needs … Easiness … Enjoyable). Actually, by using a very real (and also quite enjoyable) example of his mother-in-law visiting German wineries.
Tags:customer experience (CX) (tag)CX community (tag)CX competencies (tag)CX pyramid (tag)video (tag)
Related Posts
Speaking about ‘The Power of the Why’ at the 2026 Pharma CX Summit
I identified 3 key WHYs, which support CX understanding (the “What-WHY”), CX insights interpretation (the “How-WHY”) and CX adoption and acceptance whithin an organisation (the “Business WHY”).
Patient Experience Management – Yes, it works!
Patient Experience Management (PXM) in a nutshell. Why it matters, what it is, how it works, and where the pitfalls are.
7 Questions to ask your AI vendor (and yourself) before contracting
There are some risks and considerations associated with contracting an AI model/solution. Here are a couple of initial questions to ask AI vendors pitching to provide clarity and guidance early on.