The CX Cast 396: Guerilla CX
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Mar 18, 2025 Joana de Quintanilha, VP and Principal Analyst at Forrester, dives into the transformative power of guerrilla CX. She explains how swift and creative tactics can optimize customer journeys and drive significant change. Supporting organizations in cultivating an adaptable culture is key, especially with resource constraints. Joana also discusses the role of generative AI in revolutionizing customer experience management, particularly in simplifying complex processes. Her insights emphasize that every CX practitioner should harness these innovative strategies for lasting impact.
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Guerrilla CX Definition
- Guerrilla CX is a concept borrowed from Guerrilla Marketing, focusing on swift, creative, and low-cost tactics.
- It leverages right-sized data and fosters experimentation to create memorable moments for CX transformation.
Guerrilla Marketing Examples
- Volkswagen and Nike are prime examples of brands using Guerrilla Marketing effectively.
- They create memorable and impactful campaigns that resonate with their target audience.
Relevance of Guerrilla CX
- Guerrilla CX is particularly relevant now due to limited resources and grand ambitions.
- CX professionals can use it to address gaps, overhaul capabilities, and secure buy-in.