Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …
Customer Experience News 113: Innovation, Gartner Report & Online CX.
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
Who Are We Really Innovating For?
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience
How to Measure CX Success (3min) Using simple examples and a 5-step process, this article explains how data linkage can be utilised to evaluate the effectiveness of CX strategy and build a business case for …
Customer Experience News 111: C-Suite Mistakes, Amazon, Customer Retention & Telco’s
C-Suite Loses Customer Focus (2min) In this short video on LinkedIn, legendary American entrepreneur Gary Vaynerchuk and former Home Depot CEO Frank Blake discuss the biggest mistake C-suite executives are making and how …
Customer Experience News 110: Alignment, Customer-Centricity, Mobile CX, CXO
#GrowthHack: Activating Customer Alignment (2min) Alex Allwood writes this week on issues around organisational alignment and the critical factor required to successfully evolve a customer-centric culture. Customer-Centricity Case Study (4min) A case …
Customer Experience News 109: Agile Leadership, Airbnb, Smashing Silos & Digital CX
#GrowthHack: Agile Customer Doing (1-2min) In this week’s growth hack, Alex Allwood writes on the importance of leadership in articulating and achieving customer goals in the First 100 Days of a CX program. How …
Customer-Centric #GrowthHack: Agile Customer Doing
Agile leadership is a prerequisite for managing rapid shifts in customer expectations. Typically, the first 100 days are critical in making a positive mark and creating sustainable, customer-centric change for …
Customer Experience News 108: Empathy, CX Measurement, Customer Cause & VA’s
Empathy Inspired Decision Making (2min) Alex Allwood writes this week on empathy and how customer empathy can and should be incorporated into business decision making to benefit both customers and the bottom line. …
Decision Making with Customer Empathy
“The biggest deficit that we have in our society and in the world right now is an empathy deficit. We are in great need of people being able to stand …