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 …

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 …

Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY

Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …

Customer Experience News 101: Journey Mapping Training, Jobs-to-be-Done, Design Thinking & Facebook

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, DESIGN THINKING

NEW Customer Journey Mapping Workshops  This week we launched our new Customer Journey Mapping Workshops in Melbourne and Sydney. Master customer journey mapping in these one-day intensive, ‘learn by doing’ training workshop …