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| Platform |  | Pricing | Only free issues | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 358 | Founded | 5 years ago | Last Issue | 5 days ago |
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The Future Arrived While We Were Reading
An older man sits alone on a bench in a shopping mall. He speaks little English. His family has left, and he has $2.15 in his wallet.
The mall’s AI has already assessed him. He’s unlikely to buy much, so it turns its attention to more prom...
The Customer Has a Different Plan
Welcome to the DCX weekly roundup of customer experience insights!
A regular opens the Domino’s app with a highly sophisticated goal: order the same pizza as last time. A football fan gets the same text four times. Someone else looks at...
How Many Channels Should a Customer Have to Try?
Carrlyn Bathe Hammer just wanted breakfast.
According to her August 22 post, the LA Kings TV reporter’s DoorDash delivery arrived with the right receipt and the wrong food. She submitted photos. Support told her the decision was locked and...
Convenience Has to Earn Its Keep
Welcome to the DCX weekly roundup of customer experience insights!
Faster paths matter. So do the failures, fine print, and hidden work that decide whether customers trust them.
Convenience is easy to announce. A faster checkout, a broa...
The System Resets. The Customer Remembers.
The minute an airline makes loyalty depend on the fare you bought, it starts teaching loyal customers to shop like strangers.
My recent LinkedIn post about Delta, United, and American’s loyalty programs, drew more than 100 comments, and th...
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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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