The CX Cast
396: Guerilla CX
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.
20:49
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Quick takeaways
- Guerilla CX emphasizes innovative and budget-friendly tactics that effectively enhance customer experience and foster a unique brand connection.
- The incorporation of generative AI significantly boosts productivity and enables organizations to turn numerous ideas into actionable insights quickly.
Deep dives
Understanding Gorilla CX
The concept of Gorilla CX is derived from guerrilla marketing, adapted to enhance customer experience (CX) through budget-conscious and innovative tactics. This approach emphasizes the use of creative, memorable strategies that can generate viral engagement and foster a unique connection between the brand and customers. By implementing swift and low-cost methods, like creating engaging visual content or utilizing right-sized data, organizations can effectively address customer pain points and drive both customer and employee experience transformations. Ultimately, Gorilla CX equips professionals with tools to create impactful moments that resonate with consumers, encouraging them to feel valued and special.
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