| What’s Causing the Customer Empathy Deficit? (3min) In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the causes of this customer empathy deficit. |
| From Journey Mapping to Journey Management (3x20min) In this article and three-part podcast series, Diane Magers, former CEO of the Customer Experience Professionals Association (CXPA), discusses how organsiations can successfully transition from journey mapping to journey management. You’ll find the links for each 20-minute podcast in the article. |
| A Licence for Long-Term Success (4-5min) Referencing the recent financial services royal commission, this article argues that companies must, for their own long term benefit, embrace a notion of ‘social licence’ that takes into account the voice of customers in decision making and serves the interests of all stakeholders, not just shareholders. |