Virtual Voice Sample
  • The Dark Side of CX

  • The costly patterns that turn loyal customers into brand haters
  • By: Michael Bartlett
  • Narrated by: Virtual Voice
  • Length: 2 hrs and 21 mins

Prime logo Prime members: New to Audible?
Get 2 free audiobooks during trial.
Pick 1 audiobook a month from our unmatched collection.
Listen all you want to thousands of included audiobooks, Originals, and podcasts.
Access exclusive sales and deals.
Premium Plus auto-renews for $14.95/mo after 30 days. Cancel anytime.

The Dark Side of CX

By: Michael Bartlett
Narrated by: Virtual Voice
Try for $0.00

$14.95/month after 30 days. Cancel anytime.

Buy for $3.99

Buy for $3.99

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's summary

Have you ever noticed how businesses all over the world seem to make the same customer experience mistakes over and over again? These mistakes are symptoms of the structures and mindsets present within most organizations.

In this insightful book, Michael G. Bartlett introduces a pattern language to explore the dark side of customer experience. You will learn the most common dark patterns, their root causes and how to fix then. Based on over three years of research, this book contributes completely original ideas to the Customer Experience body of knowledge.

Melding psychology, chess, evolutionary theory and systems thinking, this book will break down the fascinating science behind bad customer experiences. You'll understand why a knowledge of these patterns is essential when building, diagnosing and improving experiences within your business.

This title uses virtual voice narration

Virtual voice is computer-generated narration for audiobooks.
activate_Holiday_promo_in_buybox_DT_T2

What listeners say about The Dark Side of CX

Average customer ratings

Reviews - Please select the tabs below to change the source of reviews.