Gustavo Imhof, one of the contributing authors of the CX3 book, joins the podcast today to share his insights and thoughts on why memories are more important than experiences (yes, read that again). Discussing his chapter for the book, Gustavo talks about what the 15 memorable variables are, the 6 quick wins, and actually, what matters the most is the outcome for customers rather than the experience. As you can tell, Gustavo is not scared to go against popular opinion, which makes today's podcast a must-listen.