Customer experience is like drinking tequila shots. A couple will increase your happiness, but a dozen will not.

When does brand experience become too much — and therefore detrimental?

In this episode, we hear from Tyler Meema, Director of Client Success at Wealthsimple, about the creation of the client delivery curve framework to track CX equilibrium. 

Join us as we discuss:

• Brands and diminishing marginal utility
• Why automation for the sake of automation is bad
• Tracking opposing metrics to ensure equilibrium
• Focusing on business outcomes instead of the “surprise and delight” trap 

Check out these resources we mentioned during the podcast:

• The Effortless Experience by Matthew Dixon 
• High Output Management by Andrew Grove 
• Setting the Table by Danny Meyer  

To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.