THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Mangement, CX Strategy, EMPATHY, journey mapping, QUICKBITE

Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 213: Big Aussie Brands Choose Customer Centricity, Don’t Be Dazzled by the Dashboards and Is CX Worth It?

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Big Aussie Brands Choose Customer Centricity (1+ min) We couldn’t resist sharing this as our lead story this week. A new report shows that Qantas, Telstra and Westpac led with …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 200: World’s Best Case for Customer-Centric Growth, New Empathy Research and CX Top 50 Leading with Culture

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Strategy, EMPATHY, QUICKBITE

World’s Best Case for Customer-Centric Growth (2-3min) In this week’s opinion piece, Alex Allwood takes on the CX sceptics with a little help from Amazon founder Jeff Bezos, who recently …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 199: Customer Empathy Nudges, Making Sense of the ‘Messy Middle’, Frictionless Journeys and a Fashion Fightback

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

Are You Using Customer Empathy Nudges? (3min) Interviewed by Bill Stakios for his new podcast Be Customer Led, Alex Allwood poses the question ‘How often are we really discussing customer …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 197: Customer Needs the New Normal, Empathy Key to Enhanced CX and The Fake Review Epidemic

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CX Management, CX Strategy, EMPATHY, QUICKBITE

Needs Not Wants the New Normal (3min) Responding to findings from McKinsey’s US Consumer Sentiment surveys, senior partner Kelly Ungerman shares four essential CX practices that will help retailers and …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine

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

New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation

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

CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves …