McKinsey – Leading the Charge on CX Transformation (5min) From McKinsey this week an in-depth article on the need for ownership of customer journeys and cross-functional collaboration to achieve successful CX …
Customer Experience News 94: Measuring CX Success, Customer-Centric Culture, Microsoft & Telstra
How to Measure CX Success (3min) The success of a customer experience program ultimately depends on the capacity of an organisation’s people to align behind and deliver it. This LinkedIn article …
Customer Experience News 91: Users not Buyers, Customer Engagement & Data and Loyalty
This week we rolled up our sleeves & mastered Customer Journey Mapping in Sydney. Thanks to everyone for 100% energy; loved the enthusiasm & your trust in the process. Some photos from …
Customer Experience News 90: Bendigo Bank, Customer Journey, Sharing the Pain & Telstra
Click here to book your Melbourne Journey Mapping Masterclass Bendigo Banks on Customer (3min) As the Banking Royal Commission kicked off this week a timely reminder from Bendigo Bank, that a long term commitment …
Customer Experience News 89: CBRE, Culture Killers, Linking Customer & Purpose
Click here to book your February Customer Journey Mapping Masterclass Partnering the Key at CBRE (3min) Interviewed for CMO, Shelley McDowell, director of customer experience at property company CBRE, shares her insights on the …
Customer Experience News 84: #GrowthHack, Co-Design and CX vs Brand
#GrowthHack Are You CX Ready? (4min) This week’s Customer-Centric #GrowthHack asks, is your business customer experience ready for Amazon’s arrival? Alex discusses market disruption and the source of future competitive advantage. Using Co-Design …
Customer Experience News 83: Amazon, People-Centricity, CX Leadership & Solving Silos
Amazon Update (3min) A Special Report from The Economist on how Amazon, the “Earth’s most customer-centric company” became what it is today – and how it plans to evolve into the …
Customer Experience News 82: Carnival, Personalisation, Journey Maps and CX Quotes
Carnival Does a Disney (5-6min) Carnival has taken a lead from Disney’s MagicBand technology and introduced wearable tech to its 3,500 passenger cruise ship Regal Princess. In this article for Fast …
Customer Experience News 81: Netflix, Zappos, Virtual Reality and Loyalty
Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ …
Customer Experience News 80: Village Cinemas, The Art of Conversation, Design Thinking & Nando’s
Village Secrets of CX Success (3min) Village Cinemas has grown its NPS by nearly 11% in the past 12 months. Mohit Bhargava, Village Entertainment GM of sales and marketing, attributes the …