Another great Qualtrics Friday CX breakfast conversation, this time in Melbourne. For this presentation on ‘Customer Journey Mapping – A CX Management Framework’ I included my 3 Mapping Mantras. As …
Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey
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 …
CX Insight – Rediscover the Power of Customer Journey Mapping
What a great start to the morning! Over 120 CX enthusiasts showed up for Qualtrics’ Friday CX breakfast conversation in Sydney. Presented by yours truly, the topic, ‘Customer Journey Mapping …
Customer Experience News 129: Emotional Connection, Which Journey to Map & CCO to CEO
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
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 Emotion Graph – Using Visual Language to Tell Your Customer’s Story
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, …
Customer Experience News 115: Service Safari, Journey Mapping, WOM & CEO’s
#GrowthHack: Service Safari Starts the Journey (2min) This week, Alex Allwood explains how a ‘service safari’ can be utilised to engage cross functional groups at the very start of the customer journey mapping process. …
Customer-Centric #GrowthHack: Start Your Customer Journey Map with a Service Safari
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other …
Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping
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
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 …