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18th March 2016

CX Weekly ‘5×5’

Weekly CX 5x5

The 5 best articles from the last 5 days around adding value to the experience

The CX Weekly 5×5 is the top 5 articles we read from the last 5 days. In this weeks roundup we have articles from Airbnb’s Joe Gebbia, Sara Wachter-Boettcher, Jim Kalbach, Jenne Barbour & Lewis Holmes interviewing the awesome Gary Vaynerchuk. We hope you enjoy them as much as we did this week!

Joe Gebbia – How Airbnb Designs for Trust

In his inspiring Ted Talk Joe Bebbia talks us through how Airbnb was born, the early challenges it faced and how they overcame the challenge of trust by design. Can design influence trust? Joe certainly seems to think so. Also an interesting experiment with giving up your mobile phone!

As a designer, entrepreneur and the co-founder and Chief Product Officer of Airbnb, Joe Gebbia helped redesign the way the world travels and people connect. He plays a leading role in shaping Airbnb’s future innovation, distinctive culture, and design aesthetic, and through his work, seeks to expand the richness of human connection in the world.

Sara Wachter-Boettcher – Dear Tech, You Suck

Sara’s thought provoking article tackles the lack of focus on designing for crisis. With the world focussing more and more on how to automate and interact digitally, there needs to be an emphasis on ensuring what is morally important is considered a priority, not an afterthought!


Sara Wachter-Boettcher is a content strategy consultant, author, and editor in Philadelphia. Her company provides strategic consulting and training to in-house teams, facilitates workshops and advising sessions, leads external teams for complex projects, and partners with design and development agencies.

Jim Kalbach – Sorting Things Out: Customer Journey Maps, Experience Maps and Service Blueprints

Jim explains the key differences between Customer Journey Maps, Experience Maps & Service Blueprints. Although similar in concept & form there are some key differences in how these 3 elements are designed and used. With key diagrams and explanations Jim explain how scope, point of view & focus set them apart.


Jim is currently the Head of Customer Success at MURAL. He previously worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. In 2007, He published his first full-length book, Designing Web Navigation (O’Reilly, 2007) and his second book, Mapping Experiences (O’Reilly, 2015) is due to hit the bookshelves this Fall.

Jenne Barbour – 5 Ways To Create And Nurture Customer Loyalty

We believe that Customer Loyalty is one of the most sought after commodities in business today. The holy grail of sustainable profit and commercial growth it is the item that is fast becoming the number one priority of business leaders. In this article Jenne explains 5 ways to do this by placing value at the centre of your focus and by nurturing two way relationships


Jenne has over 20 years experience leading teams to drive retention, growth and engagement for global and F500 brands. Jenne’s expertise encompasses strategy, research, content marketing, and solutions consulting. A loyalty expert and data-driven marketing leader, she helps brands retain high-value, grow high-potential, and acquire new target customers. One of Direct Marketing News’ 40 Under 40 (2014), Jenne holds a B.S. in Journalism and Oceanography from Texas A&M.

Lewis Holmes – Gary Vaynerchuk on Leveraging Your Strengths to Win

As a raging fan of Gary Vee and with his new book spreading wildly across the world i thought this week we’d include a podcast from Lewis Holmes interviewing Gary on leveraging your strengths to win. Having just completed Gary’s Personal Branding Course i can tell you that his no nonsense approach punches hard into the facts about how to be successful. In this interview Gary shares some gems with us on his approach as well as his predictions for the future.

Lewis Holmes dream when he was growing up was to be a professional athlete and an Olympian. After getting injured while playing professional football, he immediately thought about how to achieve the next dream. His obsession for learning about business, marketing, and adding value to influential people began. Since then he has become a New York Times Bestseller, built up a multi-million dollar online media company,  regularly speaks all over the world, advises for billion dollar brands, as well as being labelled as one of 5 Internet Gurus Who Can Make You Rich!

That rounds up another week’s interesting reading!

Until next week, have a great weekend and remember to enjoy the downtime with your loved ones or doing the things you love!



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