The Quickbite

Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey

Alex Allwood ALEX ALLWOOD, Customer Experience News, Customer Journey Mapping, CX Insight

CX Insight – Rediscover the Power of Customer Journey Mapping (1min) Alex Allwood shares her CX insight on how customer journey mapping can be utilised as a management framework to reduce the complexities of …

The Quickbite

Customer Experience News 129: Emotional Connection, Which Journey to Map & CCO to CEO

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping

5 Ways to Forge an Emotional Connection With Customers  (3min) This article from Forbes details five ways businesses can forge an emotional connection with customers to gain insights that inform better experience design, improved communication …

The Quickbite

Customer Experience News 122: Gartner B2B Journeys, Southwest Airlines, Culture & Forrester

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, Uncategorized

Gartner on the B2B  Customer Journey (2-3min) Latest research from Gartner shows the widely-held assumption that B2B customer journeys are linear is fundamentally flawed. This article from Forbes uses the Gartner findings to illustrate what a B2B …