Customer Experience News 151: Co-Creation, Digital Service Experience, Amazon Innovation, CX Nightmare

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy

5 Ways to Co-Create With Customers (1-2min)Instead of seeing customers as simply the end users of a product or service, this article argues that organisations need to invite their customers to help co-create …

Customer Experience News 150: Experience Economy Update, Decoding Customer Emotion, Forrester CX Index & CX Best Practice

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, QUICKBITE

Joe Pine’s Experience Economy Update (2-3min)Joe Pine and James Gilmore famously coined the phrase ‘the experience economy’ over 20 years ago. In this interview, Joe Pine shares his thoughts on the current …

Customer Experience News 149: Gartner VP Interview, Personas, Customer Insights and Adobe Experience Index

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

Gartner VP Ups the Ante (2-3min) In this wide-ranging CMO interview, Gartner VP and leading analyst Don Scheibenreif discusses current perceptions of customer experience, the stumbling blocks to CX maturity and …

Customer Experience News 148: CX Recession Proofing, The CXO, Temkin Interview & Vaynerchuk on Empathy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, customer-centric culture, CX, QUICKBITE

How CX Can Recession-Proof Your Business (1-2min)With the ‘R’ word on everyone’s lips lately, this timely article from CMSWire argues that a renewed focus on customer experience will not only help …

Customer Experience News 144: Airbnb Disruption, CX Benchmark Report, Grow Your CX Budget & McKinsey on Omnichannel Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy

How Airbnb Disrupted Itself (2 min)Despite phenomenal early success, Airbnb decided in 2011 to utilise customer journey mapping and design thinking to change its entire product strategy. In this Forbes interview, one …