The CX Playbook

The CX Playbook presents a new vision for the customer-brand journey, one where customers’ lives and goals are authentically empowered and bolstered by their favorite brands. Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good.

The playbook presents readers with an actionable, trends-inspired framework that will attract customers through value-driven brand perspectives and cultivate long-term loyalty by nurturing their progressive lifestyle.

Published May 2018

The 40+ page playbook includes:
  • Key insights on the needs, desires and expectations of modern consumers
  • 3 steps for engaging customers at every touchpoint
  • 9 trends-based initiatives supported by 36 exemplary case studies
  • Supporting data from PSFK’s 2018 Customer Experience Survey
  • Industry implications for all consumer-facing industries

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Insights From The CX Playbook

Infographic A Data-Driven Perspective On Customer-Brand Relationships

This infographic provides a visual overview of the perspectives from 500 industry leaders on the current and future state of customer-brand relationships

Analysis Learn How To Cultivate Consumer Loyalty Across 5 Key Industries

From fostering authenticity to providing convenience, here are the key steps to take for brands looking to sustain long-term engagement from their customers, detailed in PSFK's recently launched CX Playbook

Analysis Do You Know How To Show Up As A Purpose-Led Brand?

A roundup of strategies from PSFK's CX Playbook lay the foundation for brands looking to build purpose-driven campaigns, products and experiences that inspire consumer engagement and long-term loyalty

Podcast Podcast: Presenting A New Vision For Customer-Brand Journeys

In order to establish a loyal consumer base in today's customer experience landscape, brands need to dig deeper, becoming an integral part of their consumers’ lifestyles

Related CX Insights

Brand Activation & Immersion Expert Insight: Reimagining The Department Store By Embracing Community

PSFK speaks with the founder of women's hybrid creative and retail store Le Board to learn more about building a gathering space for brands and customers alike to meet, inspire and create

Advertising Michael Kors Invites Shoppers On A New York City Treasure Hunt

The two-day event promoted the brand's new fragrance line, including three separate stops and plenty of free merchandise for hunters to take home with them

Banks, Insurance & Financial Services ING Bank Introduces Branch Designs Meant To Feel Like Coming Home

The financial giant unveiled new branches in Spain, the Netherlands and Belgium that are designed to provide customers with the comforts of home, including living room-like waiting areas and places for kids to play

Case Study T.J. Maxx Shoppers Can Connect And Share Inspiration Through Interactive Mirrors

In a powerful new marketing campaign, the discount chain lets store shoppers share personal stories through video-enabled changing room mirrors to inspire and boost confidence

Entertainment Elevating The Gaming Experience With Virtual Reality Capabilities

Top brands like Nintendo are integrating virtual reality technology to further blur the lines between real life and gaming, offering players state-of-the-art experiences

Interview Expert Insight: Designing A Pop-Up That Feels Like Home

PSFK sits down with Éva Goicochea, the CEO and founder of sexual wellness brand Maude, to find out how her brand's summer brick-and-mortar outpost, Staycation, reconceptualizes the popup

Innovation Visitors To The Met's Vessel Orchestra Exhibit Can Experience Artifacts As Sounds

The experiential exhibition includes 32 pieces from the museum's collection and allows visitors to both hear and see artwork in an immersive environment

Features How Developers Are Using AR To Encourage Interactive Gaming

Augmented gameplay takes live video from phone cameras and transforms it into immersive worlds that drive social, in-person gameplay with AR avatars and enemies

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