Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy

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

Customer-Centricity Starts at Home (2min)This article from Business Live argues that even in the world’s most customer-centric companies, no two customer-centricity strategies are the same. What they do have in common …

Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey

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

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 …

Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra

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

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 …