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Daniel Ord: What I learned about CX Strategy by owning an Art Gallery

Listen to Daniel Ord (Omnitouch) telling us what he learned about CX Strategy in an art gallery owned by him in Singapore.

The gallery was primarily focused on paintings from American, European and Australian artists, as they were the ones known by Daniel and to which he could tell stories about. But he received negative feedback by customers missing Asian and Singaporean artists. This made Daniel to think about, but to also finally rely on his intentionally purpose and mission. He learned that “when you try to please everyone, you clearly please no one”.

The entire concept of CX Strategy is that you are creating an intended experience for your customers. For that reason, having both, a clear outcome and a value proposition, really matters.


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