"The Road To Reality"
In this post, I take a sobering look at CX and offer you a provocative reading recommendation.
CX Inspirations
Ivaylo Yorgov
- Mar 16, 2021
- 6 min
Reflections on 9 years in the field of CX analytics
Last week it was my 9th year anniversary at GemSeek. I offer you my thoughts on where the CX industry was and where is it heading.
Ivaylo Yorgov
- Feb 24, 2021
- 5 min
Reflections on winning 4 CX measurement and management awards
How did we win so many CX centricity awards? Check out this short and far from comprehensive list.
Ivaylo Yorgov
- Feb 16, 2021
- 9 min
Starting a CX revolution: a user's manual (4)
Check out how behavioural design can help us become better in implementing our CX initiatives.
Ivaylo Yorgov
- Feb 11, 2021
- 1 min
First things first: keep your promises
Check out this podcast I had the chance to participate in recently. I spoke to Momchil Blaskov about all things CX.
Ivaylo Yorgov
- Feb 4, 2021
- 1 min
Snippets: CX shapes minds
Is good CX the ultimate form of social responsibility? Extending from the latest insights in neuroscience, it might be. Check it out.
Ivaylo Yorgov
- Jan 28, 2021
- 1 min
Snippets: Intentional CX
"Intentional Customer Experience means you know what you do...and why you do it." Check out this article with a short commentary from me.
Ivaylo Yorgov
- Jan 21, 2021
- 3 min
Dispatches from the forefront of marketing: what use for genetic data?
Genetic data and marketing - can there ever go well together? Check out a brief overview on the topic.
Ivaylo Yorgov
- Jan 5, 2021
- 7 min
Starting a CX revolution: a user's manual (3)
Check out how the ideas of the leadership guru, John Kotter, can contribute to our thinking about Customer Experience Management.
Ivaylo Yorgov
- Nov 3, 2020
- 12 min
A few words about predicting customer behavior
A couple of weeks ago I gave an interview for Business Club magazine. Check out the full text here.
Ivaylo Yorgov
- Oct 13, 2020
- 6 min
Starting a CX revolution: a user's manual (2)
Getting buy in for CX initiatives requires masterful change management. Read on to see what Jonah Berger advises us to do.
Ivaylo Yorgov
- Oct 1, 2020
- 8 min
Starting a CX revolution: a user's manual (1)
How to manage change well to get support for your CX initiatives? Read on to get inspired!
Ivaylo Yorgov
- Sep 1, 2020
- 5 min
CX inspirations: the value of deliberate trade-offs
We don't live in a perfect world and make difficult choices all the time. Here are a couple of ideas for making better trade-offs.
Ivaylo Yorgov
- Sep 1, 2020
- 6 min
10 CX Inspirations from photography / part 2
In a previous post, I offered 5 things CX managers can learn from great photographers. Here is the second part of this list.
Ivaylo Yorgov
- Sep 1, 2020
- 9 min
10 CX Inspirations from photography / part 1
What can great photographers teach us about customer experience? Here is the first part of my top 10 photography-inspired CX management tips
Ivaylo Yorgov
- Sep 1, 2020
- 11 min
Knowing your customer: 7 changes we will all be part of
What are the benefits everyone interested in understanding customers might reap from the current crisis. Here is a list of 7 ideas.