I had to burn my mic after this show. Seriously. Matt Watkinson, CEO & Co-Founder of Methodical, an experience design agency, is just awesome.

There are three books that I've read on customer experience (CX) over the last +20 years that have shifted my view on the discipline: Joe Pine's 'The Experience Economy', Luke Williams' 'The Wallet Allocation Rule', and Matt Watkinson's 'The Grid'. (And this is Matt's second book).

On this show, we cover a range of topics, including:

🎙 How the best designers are designing to elicit emotion

🎙 A principle from his first book, 'Not Leaving Anything to Chance'

🎙 The importance and use of systems thinking in customer experience

🎙 Why CX, as a discipline, is failing today

🎙 The 'Law of Double Jeopardy' in CX

🎙 Why many CX practitioners are tying their work to real business outcomes

I learn from Matt all the time, and he's on my personal Top 10 CX Leaders list. If you're not familiar with him, I would hit up his LinkedIn profile today and check out Methodical's work.

{insert burning mic emoji here}