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

Fashion & Apparel Storr turns customers into influencers by letting them set up and sell through their own virtual store

Online marketplace Storr allows users to build a virtual store, curate products, and invite friends to shop. After signing up, users create a store by adding products from any brands on the platform. When a product is sold, users will earn a commission, while the brand handles fulfillment.

Brand Activation & Immersion Floyd furnishes select Airbnbs to let customer experience its products IRL

The direct-to-consumer furniture startup Floyd partnered with homesharing marketplace Airbnb, furnishing the homes of some of their favorite properties across the US with Floyd furniture so that potential customers could experience it in a real-life home setting.

Health Sproutt Life Insurance Leverages Its Own AI Index For A More Personalized Customer Experience

Sproutt developed its own Quality of Life index powered by artificial intelligence to assess clients' positive lifestyle choices and match them with life insurance that is hyper-customized and affordable

Shopper Education & Assistance Health Connect 360 helps provide personalized healthcare service and encourage proactive measures

Health insurance company Cigna launched Health Connect 360, a service that delivers personalized recommendations and prevents patients with chronic diseases from skipping medication in order to proactively prevent complications. The service integrates data from a combination of sources, digital devices, and AI-enabled analytical tools to allow pharmacists to get a better view of the patients' biometric data in conjunction with their medication and quickly check in with them.

Technology Startup Huckleberry streamlines the insurance management process with an AI-enabled platform

Startup Huckleberry digitizes and simplifies the complex process of purchasing and managing commercial insurance for small businesses via a user-friendly platform and AI-enabled matching feature. Replacing the traditional time-consuming insurance phone calls with an online portal, Huckleberry allows users to quickly fill a five-minute form, receive instant quotes, and seamlessly purchase desired plans. To ensure it meets all the needs required by a small enterprise, Huckleberry is built to work with a variety of coverage verticals from healthcare to beauty.

Wellness Walmart's 'Featured Providers' program uses AI to match employees with the right healthcare practitioners

Big box retailer Walmart partnered with healthcare data analytics company Embold Health to launch Featured Providers, a benefits initiative that connects their employees with insurance plans and local doctors. Embold Health uses artificial intelligence to comb through data from public and private insurance and gathers a list of best providers, ensuring the optimal cost effectiveness and patient outcomes. Employees who choose a provider outside of the recommended list are required to pay more.

Fitness & Sport How Brands Are Tapping The Power Of Community Through A New Kind Of Exclusivity

PSFK has spotted a trend bubbling up at the confluence of exclusivity and community, where brands retailers are tapping into the ephemeral and the human with unique networks as a remaining way to differentiate and connect more deeply

Luxury Goodwill and Entrupy weed out counterfeit handbags with AI-enabled authentication

Nonprofit Goodwill uses AI from an authentication service called Entrupy to weed out counterfeit high-end handbags for sale on its ecommerce platform, shopgoodwill.com. Goodwill employees use a modified iPod Touch equipped with a special lens in order to take closeup shots of an item, using an algorithm to analyze attributes like the stitching, lining and logo in order to determine its authenticity.