In my latest email from the Customer Experience Professional Association (CXPA), I was interested to see the role of Journey Manager being advertised for BMW Group Financial Services Australia. I …
Customer Experience News 140: Purpose, Customer-Centricity, Retention & Best CX Quotes
CX Insight – What is the Purpose of My Work? (1min)Inspired by a recent article featured in the New York Times Magazine, Alex Allwood reflects on the purpose of work and how …
CX Insight – What Is The Purpose Of My Work?
In this week’s CX Insight I reflect on an article I read recently in the New York Times Magazine, ‘The Future of Work’. The article explores a prevailing workplace sentiment …
Customer Experience News 139: Mapping Mantras, VoC, CX Pro Skills & Customer Listening
CX Insight – 3 Mapping Mantras (1min)In this week’s CX Insight Alex Allwood shares her ‘3 Mapping Mantras’ to help CX enthusiasts focus their energies and efforts in 3 critical areas …
CX Insight – 3 Mapping Mantras
Another great Qualtrics Friday CX breakfast conversation, this time in Melbourne. For this presentation on ‘Customer Journey Mapping – A CX Management Framework’ I included my 3 Mapping Mantras. As …
Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey
CX Insight – Rediscover the Power of Customer Journey Mapping (1min) Alex Allwood shares her CX insight on how customer journey mapping can be utilised as a management framework to reduce the complexities of …
CX Insight – Rediscover the Power of Customer Journey Mapping
What a great start to the morning! Over 120 CX enthusiasts showed up for Qualtrics’ Friday CX breakfast conversation in Sydney. Presented by yours truly, the topic, ‘Customer Journey Mapping …
Customer Experience News 137: CMO’s & CX, Anti-Customer Service & Kmart Fail
CMO’s and the CX Remit (1min) CMO has just launched their STATE OF THE CMO 2019 survey to gauge the state of Australia’s marketing leadership. Here are three things CMO discovered …
Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra
Customer-Centric CX Metrics (3-4min) Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric. Designing …
Customer Experience News 135: CX Insight, CRM & CX Implementation and Future CX.
CX Insight – The Joyless Shopping Experience (1min) Alex Allwood shares her CX insight on on how great product experiences are so often compromised by poor experiences in servicing and technology. How …