There’s a lot of talk about Amazon decimating Australian retail with their seamless customer experiences and customer-led innovations. In this customer-centric #growthhack we explore leveraging customer insight for real competitive …
Customer Experience News 83: Amazon, People-Centricity, CX Leadership & Solving Silos
Amazon Update (3min) A Special Report from The Economist on how Amazon, the “Earth’s most customer-centric company” became what it is today – and how it plans to evolve into the …
Customer Experience News 82: Carnival, Personalisation, Journey Maps and CX Quotes
Carnival Does a Disney (5-6min) Carnival has taken a lead from Disney’s MagicBand technology and introduced wearable tech to its 3,500 passenger cruise ship Regal Princess. In this article for Fast …
Customer Experience News 81: Netflix, Zappos, Virtual Reality and Loyalty
Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ …
Customer Experience News 80: Village Cinemas, The Art of Conversation, Design Thinking & Nando’s
Village Secrets of CX Success (3min) Village Cinemas has grown its NPS by nearly 11% in the past 12 months. Mohit Bhargava, Village Entertainment GM of sales and marketing, attributes the …
Customer Experience News 79: Customer First, Cultural Change & CX Reality Check
Why Customer Experience Belongs to the Customer (2-3min) A timely reminder from experience design expert Brian Solis about the true meaning of Customer Experience, and how organisations that talk about the …
Customer Experience News 78: McKinsey, Customer vs Product and CX Success
Journey Mapping Workshop – Sydney You Nailed It! We hit the ground running and took a deep dive into customer understanding at last week’s Customer Journey Mapping workshop in Sydney. Great …
Customer Experience News 77: The Customer-Centric CMO, Go-Jek & Future Retail
Shaping the Customer-Centric CMO (3-4min) Customer-centric companies such as Amazon, Sephora and Starbucks are outperforming their competitors and setting the standard when it comes to understanding and satisfying customer needs and …
Customer Experience News 76: Sydney Workshop Wrap, Customer-Centric Leaders and AI
Journey Mapping Workshop – WOW! (2min) Our first Customer Journey Mapping Workshop in Sydney this week was a great success. Everyone approached the day with enthusiasm – giving 100% energy, exploring new …
Customer Journey Mapping Workshop – WOW!
“Great feedback from my team members who participated yesterday – thanks Alex.” Customer Experience Team Leader, NSW Department of Education. Our first Customer Journey Mapping workshop in Sydney was a …