CMO’s and the CX Remit (1min) CMO has just launched their STATE OF THE CMO 2019 survey to gauge the state of Australia’s marketing leadership. Here are three things CMO discovered …
Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra
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 …
Customer Experience News 135: CX Insight, CRM & CX Implementation and Future CX.
CX Insight – The Joyless Shopping Experience (1min) Alex Allwood shares her CX insight on on how great product experiences are so often compromised by poor experiences in servicing and technology. How …
Customer Experience News 134: Customer-Led Disruption, Tesla Tips & Customer Data
Customers Driving Disruption (2-3min) In this interview for Harvard Business School, marketing professor Thales Teixeira discusses her new book which argues that successful disruptors are identifying and serving emerging customer needs faster …
CX Insight – The Joyless Shopping Experience
Today, as customers, we expect both high-tech and high-touch experiences that make us feel good. As a practitioner in customer experience management I have high expectations of shopping experiences and, …
Customer Experience News 133: Customer Care, CXM, Culture & Survey Fatigue
CX Insight – Going Beyond Caring for Customers (1min) Alex Allwood shares her CX insight on why great customer experience requires an attitude of caring ‘about’ rather than ‘for’ your customers. What is …
CX Insight – Going Beyond Caring For Customers
Maybe I’m too close to my CX work or maybe I’ve just been spoiled by my current provider. In my world, delivering great experiences is more than caring for customers, …
Customer Experience News 132: 2019 CX Transformation, Measurement & Marketing
CX Transformation Trumps Quick Wins (2min) Alex Allwood argues that a focus on short term quick wins is the enemy of customer experience transformation and lists her ‘less of this, more of that’ practices for getting …
‘Less of This, More of That’ Getting CX Transformation Right in 2019
Article first published in CustomerThink, February 1, 2019 ‘Short-termism’ has become the enemy of CX transformation. We have developed a preoccupation with what is happening now, quick wins, next month’s …
Customer Experience News 131: Organisations of the Future, NPS & Business Leaders Survey
The ‘Organisation of the Future’ is Already Here (4min) A common theme at the recent 2018 Global Peter Drucker Forum was the rise of large scale, ‘post-bureaucratic’ organisations and how they have successfully adapted to …