UNCX - Unthinking Customer Experience
Strategic advantage in CX comes from doing things differently. And to do things differently, you must see things differently.
If you sign up for UNCX, it means that you are curious about new CX models, thinking and strategies, and how social forces - the ways we work, play, spend money and use technology - are dramatically challenging brands and changing consumer behaviours.
We’re in a new era. New behaviours, citizen-consumers, control shifting from brand to customer with AI-driven digital assistants and portable digital identity, brand polygamy, new values and needs.
This newsletter is a community of decision-makers, founders, C-level executives and thought-leaders who shape the modern CX landscape and question the established truths.
Here, you will find no BS, no promotion, no jargon and no hidden agendas. It’s straight talk that will make you smarter, more informed, and more inspired.
Every fortnight, I bring analysis of trends, megatrends, strategies and skills relating to the CX of today and tomorrow. I’m informed from my study of consumer behaviours, my professional experiences as a C-Suite CX exec in large international brands, and my work as a futurist, and current happenings in culture.
UNCX is read by hundreds of visitors monthly.
To get you started, check out the sampling of past posts: If your CX has stalled, you’ve run out of ideas, you don’t understand your customers anymore, or you’re wondering why following the traditional playbook isn’t working - then this may be for you.
Thinking out-of-the-box about Customer eXperience, and bringing new consumer behaviours, the future consumer, the future trends.
Subscribe, and you’ll become part of a community of readers who like to think a little more deeply and widely about CX than the average tweeter.
What you won’t get
A stream of formulaic and predictably forgettable content.
What you will get
An eclectic mix of original thinking, reflections on consumer culture and communication, and a curated selection of links that will include at least one or two moments of pure genius. Occasionally.
I aim to inform and give new insights. If you’re interested, here are a few things you can do to get up to speed:
First, why not check out a couple of the most-read posts from the archive - good background starters:
Second, connect with me on LinkedIn.
Third, you can follow me on Twitter.
UNCX is a network of readers who matter, and of thinking that matters.
So please share this newsletter, share your feedback, share anything. Especially what you want to hear more or less of or ideas about what else I can cover for you.
The Newsletter
A 2 weekly newsletter covering how and why consumers spend their time and money and how customer experience leaders and brands can engage them, strategy and CX thinking, megatrends, and articles taking you into the future. Deep Dive
Thanks in advance for your support!
I think, talk and write about CX strategies, tactics, consumer trends, new behaviours and new technologies.
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I’m Michael.
I live between Athens and London and I’m British. I’ve had three decades of executive leadership in CX working across four continents, many brands, some over >100 million consumers.
I’m a CX, tech and behavioural nerd. I’m an author (with a book that was on Amazon but that was pulled by the publisher about 5 years ago, so maybe it bombed?), a writer (including a stint for the UK’s The Daily Telegraph as an expat diarist), curious (with a recent certificate in Digital Behavioural Economics), am a certified (ICF) leadership coach working with CX leaders and teams, senior business leaders, and pro-bono mentoring of under- and post- graduates.
I help leaders develop, and I develop consumer and experience thinking with new, fresh analyses and ideas.
Also, I’m a private pilot, tennis freak, and average chess player.
michaelcooper@pobox.com or michael@unthinkingcx.com
