Below you'll find a list of all posts that have been categorized as “ALEX ALLWOOD”
Have We Lost the Art of Caring? (2-3min) Empathetic leadership, argues Alex Allwood, is one of the key factors in driving customer-led organisational change. Using examples from both the public and private sectors, this article illustrates how a lack …
Conversation the Key to Understanding Customers (2min) According to CX expert Jim Tincher, if you’re not actually talking to customers your journey mapping can be fatally flawed by false assumptions. To illustrate …
First published in InMotion: http://www.printgraphics.net.au/myfiles/InMotion_August_2018/24/index.html In an effort to deliver organisational outcomes have we lost the art of caring? Customer experience is a strategic business proposition that promises engagement, competitive advantage and …
#GrowthHack: Customer Emotion Tells the Story (2min) Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s …
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, …
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other …
Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
