THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, QUICKBITE

CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client …

CEO's Who Are Demonstrating Customer Empathy in Action

CEO’s Who Are Demonstrating Customer Empathy in Action

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Journey Mapping, CX, CX Management, CX Mangement, CX Training, EMPATHY

Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 231: Connecting through Customer Stories, Breaking News and Dovetail Soars

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

All Customer Stories Great & Small (2min) Customer ethnography is a game-changer in CX management. The method enables a lens into candid customer experiences to design solutions that solve customer …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, EMPATHY, journey mapping, QUICKBITE

Who Will Serve Me? (3-4min) In this week’s Quickbite, Alex examines the practice of Customer Experience through the lens of her 80-year-old dad who has become all but invisible to …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 228: Digital Customer Journeys, Post-Pandemic Momentum & LEGO Innovates with AI

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Research, EMPATHY, QUICKBITE

Digital Customer Journeys the Japanese Way (2min) A great Forbes article on how Lexus has adapted its digital CX. Starting with deep customer understanding through mapping the end-to-end customer journey, …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 227: Top 10 CX Books, Evolving CXO Role and Best-in-Class Customer Experience

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, EMPATHY, QUICKBITE

‘Customer Empathy’ Makes Top 10 CX Books (1min) A nice little win this week for Alex Allwood! Alex’s latest book, Customer Empathy, has made it onto Lumoa’s list of Top …

Customer Empathy makes Top 10 Must-Read Customer Experience Books

‘Customer Empathy’ Makes Top 10 Must-Read Customer Experience Books

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Journey Mapping, CX, CX Management, CX Research, CX Strategy, EMPATHY

Thank you Lumoa for including my latest book, Customer Empathy, in your list of Top 10 Must-Read Customer Experience Books. TOP 10 Must-Read Customer Experience Books: 1. Customer Experience 3 2. …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation

Alex Allwood ALEX ALLWOOD, Customer, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, EMPATHY, QUICKBITE

Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are …