Tempkin Report Rates CX Management (3min)The State of Customer Experience Management, 2019 CX report, authored by Bruce Tempkin, has identified that only 6% of the 212 companies surveyed globally have achieved top-level CX …
The Ripple Effect: What CEOs Value Most
What’s important to us drives our actions. Our behaviours big and small reflect what we care about. In organisations too, what’s valued by the CEO informs the business’s mindset, language …
Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech
How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers …
Customer Experience News 159: CX Academy at Optus, Customer Participation Pitfalls, IBM Reinvention and DJ’s Dilemma Solved
CX Academy Engages Optus Employees (2min)In the five months since Optus launched its CX Academy, over 300 employees have already completed at least one of the masterclasses on offer. Not only does …
Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty
Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …
Customer Experience News 157: Customer Hell!, Sephora Rewards, Storytelling in CX Conversation, Latest Employee & CSAT Research
My Husband’s Customer Hell! (3min)We’ve all been there, trying to make sense of a retail energy plan when the only thing you know for sure is that you’re likely to be worse off, …
My Husband’s Customer Hell!
Somewhere along the way, someone forgot to ask; what would our customer think about that? I’ll just give you the abridged version of this story to bring you up to …
Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa
‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on …
Customer Experience News 155: Siloed CMOs, Emotional Experiences, Relieving Customer Pain & Qantas CCO
Siloed CMO’s Fading Fast (3min)In what is a growing trend in the US, McDonalds is the latest company to ditch the role of Chief Marketing Officer (CMO), following the lead of other …
Customer Experience News 154: Customer Revolution is Coming, Why CX Fails, Marcoms Move to Problem Solving & Top 20 CX Metrics
Are You Ready for the Revolution? (3min)Starcom’s Future of Connected Living research report marks 2019 as the start of the ‘Third Connected Era’ in digital living. The report warns of profound changes …