The Champagne Strategy Podcast – Episode 9 – Modern Customer Experience Strategy

1 September 2020

Matt Watkinson is famous enough to be reverred worldwide within the discipline of customer experience (CX).

He was talking about customer experience even before it became a boardroom buzzword. By 2012, he’d already published his first book on the topic and commercial success propelled his career forward quite dramatically.

Now a successful author and practitioner for over a decade, his work has branched into a mix of design, growth, marketing and finance – using customer experience principals and concepts as a way to approach this work. He looks at the CX discipline from a far wider perspective than most. By drawing on a knowledge of multiple disciplines, his craft has been honed to the point where he is now a deadly effective problem solver.

Two things are apparent immediately. He’s well-read and highly intellectual, so in this episode we get to delve deep into many areas aide from the topic at hand. So if you’re more interested in marketing, design, strategy, growth or finance, don’t be mismayed. There’s a lot of content in here which you’ll be able to related to and take away from golden nuggets of wisdom.

Which hotel did he say in that costs $14000 per night and what is the secret to a good whisky?

What is his personal history with global Ogilvy god, Rory Sutherland? What is the CX holy trinity, and the fuse box project tactic?

What’s the fail-safe way to create your own buzzword and why are they are so prolific? Which of the 450+ books on CX does he recommend you read?

Which statement about CX has made him very unpopular?

What’s the one thing you shouldn’t forget to do if you’re ever invited to speak at an event?

What’s the difference between a CX practitioner vs an expert? The easy way to spot the difference.

What is the one customer feedback question every hotel (and every business for that matter) should be asking their customers but fail to do so?

What mistakes did he make when writing his books which he would change?

All of this and more answered in a long, but ‘worth it’ episode – especially if you like whisky.