Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the …
Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times
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
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 …
Customer Experience News 231: Connecting through Customer Stories, Breaking News and Dovetail Soars
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 …
Customer Experience News 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves
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 …
Customer Experience News 229: 4 Customer Journey Strategies, McDonald’s First-Ever CCO and Citizen Engagement
HBR: 4 Customer Journey Strategies (4-5min) The authors of this HBR article conducted a comprehensive study of customer preference and report simplicity across the customer journey as a top priority …
Customer Experience News 228: Digital Customer Journeys, Post-Pandemic Momentum & LEGO Innovates with AI
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, …
Customer Experience News 227: Top 10 CX Books, Evolving CXO Role and Best-in-Class Customer Experience
‘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
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. …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
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 …