Customer Experience News 132: 2019 CX Transformation, Measurement & Marketing

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

CX Transformation Trumps Quick Wins (2min) Alex Allwood argues that a focus on short term quick wins is the enemy of customer experience transformation and lists her ‘less of this, more of that’ practices for getting …

Customer Experience News 131: Organisations of the Future, NPS & Business Leaders Survey

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Employee Experience, NPS

The ‘Organisation of the Future’ is Already Here (4min) A common theme at the recent 2018 Global Peter Drucker Forum was the rise of large scale, ‘post-bureaucratic’ organisations and how they have successfully adapted to …

Customer Experience News 129: Emotional Connection, Which Journey to Map & CCO to CEO

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping

5 Ways to Forge an Emotional Connection With Customers  (3min) This article from Forbes details five ways businesses can forge an emotional connection with customers to gain insights that inform better experience design, improved communication …