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| Platform |  | Pricing | Only free issues | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 364 | Founded | 5 years ago | Last Issue | 6 days ago |
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dcxnewsletter.comLatest Issues
Personal agents are coming for the assumptions your business runs on
Some of the revenue your business calls predictable depends on customers having better things to do.
They haven’t checked whether the renewal price is competitive. They’ve put off switching because it means filling out forms and taking sal...
The Customer Has Other Plans
Welcome to the DCX weekly roundup of customer experience insights!
Good CX leaves room for life outside your process.
You’ve decided to cancel a subscription. The company has apparently decided you’re available for a short obstacle cour...
The CX Job Title That Doesn't Exist Yet — But Should
The chatbot gave Alison Gil the wrong information about her $200 travel credit.
When she asked how long she had to use it, the chatbot said five years. But weeks later, United emailed her saying the credit would expire on September 27,...
The Customer Is Already Carrying Too Much
The best experience may be the one that gives time, certainty, or attention back.
Customers don’t arrive with an empty head and an open calendar. They may be comparing a mortgage fee, coordinating care, or deciding whether an event is wort...
Your CEO should spend a morning in the support queue
Xbox CEO Asha Sharma spends a few hours each month helping players with support issues. I’m a big fan of executives getting that close to what customers are dealing with, because proximity changes the decisions you make afterward. It’s hard...
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Authors
The writers behind this newsletter.
Building great customer experiences is my passion. Ex-Comcast, Ex-Frontier/Verizon; Author of The Psychology of CX 101
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