Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …
Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online
Journey Mapping – Which Research Method? (3min) When customer data isn’t used in mapping the customer journey, then the mapping process is assumptive; that is, based on the business’s point of …
Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success
CX Experts Review ‘Customer Empathy’ (3min) This was quite an undertaking in time and effort from the group of CX experts who purchased, read and reviewed Alex’s book, Customer Empathy …
Customer Experience News 217: Scaling Customer Listening, The CCO – Why This Role is Needed, Telstra’s T22 Transformation
Scaling Customer Listening Across Twilio (3min) In this article for Inc. founder of Twilio explains how he scaled customer listening across the business and why one-to-one communication with customers is changing …
Customer Experience News 216: B2C vs B2B Journey Mapping, Reframing Customer-Centric Growth & Delivering CX that Satisfies
B2C vs B2B Journey Mapping (3min) In talking with CX folk from around the world Alex is asked all sorts of CX questions which we thought might be of interest …
Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling
Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …
Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail
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 …
Customer Experience News 213: Big Aussie Brands Choose Customer Centricity, Don’t Be Dazzled by the Dashboards and Is CX Worth It?
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 …
Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs
Customer Journey Mapping: Going Deep (3-4min) In Alex’s first opinion piece for 2021 she takes a deep-dive into customer journey mapping. Alex argues that even with the availability of sophisticated …
Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance
Welcome Back! It’s our first edition for 2021 and whilst we continue with ‘business-un-usual’, it’s great to hear renewed energy and optimism in conversations with other CX folk. The new …