This podcast episode features a conversation with Alessandro Lanteri, a professor of strategy and innovation at ESCP Business School, discussing the psychology and future of customer experience (CX). Key topics include:
The psychological aspects of CX, illustrated through the famous elevator mirror example where perception management solved a customer complaint about slow elevators
The evolution of customer expectations across industries and how brands are competing on experience rather than just products and price
The changing landscape of retail and customer interaction, especially post-COVID
The role of luxury brands and education institutions in creating value through experience
The impact of AI on future customer experiences and the balance between automation and human touch
The importance of managing customer perceptions and how different generations interact with brands
Regional differences in customer experience adoption and implementation.