First published in Oracle SmarterCX: https://smartercx.com/bridging-organizational-silos-with-customer-empathy/ Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often …
Customer Experience News 120: Customer Care, Unconscious Bias & Thomas Cook’s VoC
Have We Lost the Art of Caring? (2-3min) Empathetic leadership, argues Alex Allwood, is one of the key factors in driving customer-led organisational change. Using examples from both the public and private sectors, this article illustrates how a lack …
Customer Experience News 119: Customer Conversations, CX Transformation & Slack
Conversation the Key to Understanding Customers (2min) According to CX expert Jim Tincher, if you’re not actually talking to customers your journey mapping can be fatally flawed by false assumptions. To illustrate …
Have We Lost the Art of Caring?
First published in InMotion: http://www.printgraphics.net.au/myfiles/InMotion_August_2018/24/index.html In an effort to deliver organisational outcomes have we lost the art of caring? Customer experience is a strategic business proposition that promises engagement, competitive advantage and …
Customer Experience News 118: Emotion Graphs, Customer Care Metrics, CX & Data Security
#GrowthHack: Customer Emotion Tells the Story (2min) Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s …
Customer Emotion Graph – Using Visual Language to Tell Your Customer’s Story
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, …
Customer Experience News 117: Empathy, AGL, Customer Journeys & Nike
When Empathy Matters Most (2-3min) A thought provoking article from HBR about one aspect of customer experience that even the most customer-centric organisations may not have adequately planned for. CX Leadership at AGL (3min) In CMO this …
Customer Experience News 116: Bain CX Trends, Zappos Culture & Medibank
Bain Reports on CX Tools and Trends (5min) The results are in from Bain & Company’s first comprehensive, global analysis of customer experience tools and trends. Executives at over 700 companies were …
Customer Experience News 115: Service Safari, Journey Mapping, WOM & CEO’s
#GrowthHack: Service Safari Starts the Journey (2min) This week, Alex Allwood explains how a ‘service safari’ can be utilised to engage cross functional groups at the very start of the customer journey mapping process. …
Customer-Centric #GrowthHack: Start Your Customer Journey Map with a Service Safari
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other …