Why Customer Experience Belongs to the Customer (2-3min) A timely reminder from experience design expert Brian Solis about the true meaning of Customer Experience, and how organisations that talk about the …
Customer Experience News 78: McKinsey, Customer vs Product and CX Success
Journey Mapping Workshop – Sydney You Nailed It! We hit the ground running and took a deep dive into customer understanding at last week’s Customer Journey Mapping workshop in Sydney. Great …
Customer Experience News 77: The Customer-Centric CMO, Go-Jek & Future Retail
Shaping the Customer-Centric CMO (3-4min) Customer-centric companies such as Amazon, Sephora and Starbucks are outperforming their competitors and setting the standard when it comes to understanding and satisfying customer needs and …
Customer Experience News 76: Sydney Workshop Wrap, Customer-Centric Leaders and AI
Journey Mapping Workshop – WOW! (2min) Our first Customer Journey Mapping Workshop in Sydney this week was a great success. Everyone approached the day with enthusiasm – giving 100% energy, exploring new …
Customer Journey Mapping Workshop – WOW!
“Great feedback from my team members who participated yesterday – thanks Alex.” Customer Experience Team Leader, NSW Department of Education. Our first Customer Journey Mapping workshop in Sydney was a …
Customer Experience News 75: LinkedIn Customer & Culture, Experiential Design, Melbourne Workshop & Super Retail
How LinkedIn Links Customer & Culture (2-3min) According to LinkedIn’s VP of Customer Operations, the company’s phenomenal success is driven by a culture where employees at every level of the business …
Customer Experience News 74: #GrowthHack 6, Airbnb’s Experience Design, Tesla and Lottery’s Campaign Fail
Customer-Centric #GrowthHack 6 (3min) Alex Allwood’s Customer-Centric GrowthHack this week looks at why customer experience initiatives often fail, the reasons CX strategies lose traction and how to remedy the situation …
Customer Experience News 73: #GrowthHack 5, Talk to Me, The CX Game and Twinings Transformation
Customer-Centric #GrowthHack 5 (3min) Alex Allwood’s Customer-Centric GrowthHack is back, with Part 2 of ‘Marketing-It Internally’. This week Alex discusses solving the CX alignment problem by bringing the customer to …
Customer Experience News 72: Forrester CX Index, Tom Kelly on Innovation, Amazon Reviews and Journey Mapping Workshops
Forrester Points to Emotion Before Execution (3-4min) According to CX expert Jeanne Bliss, the key takeaway from Forrester’s recently released US 2017 Customer Experience Index, is successful CX brands focus …