#ExpérienceClient Archives - ECXO - European Customer Experience Organization

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The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction

Post author:Joao Pereira
Post published:August 12, 2025
Post category:Member insight

Introducing the Emotional Impact Score (EIS), a new customer experience metric that goes beyond NPS and CSAT to measure how interactions truly make customers feel. Backed by behavioral science, emotional granularity, and the peak-end rule, EIS helps companies uncover hidden drivers of loyalty, reduce negative emotions, and design experiences that customers remember and return for. Learn more about it in this article!

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Who Moved My Customer?

Post author:Joao Pereira
Post published:August 6, 2025
Post category:Member insight

In Who Moved My Customer?, Joao Pereira explores how customer behavior evolves faster than most companies can adapt. Using insights from behavioral science, nudge theory, and habit design, this article reveals why loyalty is a daily choice, not a lifetime guarantee. Learn how to spot early signs of customer drift, reduce friction, and keep your brand experience fresh so customers stay engaged before they wander to competitors.

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Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution

Post author:Ricardo Saltz Gulko
Post published:July 11, 2025
Post category:News

Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took…

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B2B CX – Strategy & Business Alignment

Post author:Ricardo Saltz Gulko
Post published:March 11, 2025
Post category:News

B2B CX - Strategy & Business Alignment Originally posted here with our full version: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/ Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business…

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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

Post author:Ricardo Saltz Gulko
Post published:March 6, 2025
Post category:Customer intelligence News

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Today’s business customers expect seamless, responsive, and value-rich interactions at…

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Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption

Post author:Ricardo Saltz Gulko
Post published:November 18, 2024
Post category:News

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an…