THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 223: Post-Covid Consumers, Customer Sentiment vs Emotion and CX the Tesla Way

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

The Post-Covid Consumer (3min) A great article written for CNBC by Wharton professor of marketing and psychology Deborah Small. During and post-Covid consumers have been exploring product and service alternatives …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX, CX Management, QUICKBITE

Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Mangement, QUICKBITE

Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

CX Experts Review ‘Customer Empathy’ (3min) This was quite an undertaking in time and effort from the group of CX experts who purchased, read and reviewed Alex’s book, Customer Empathy …

CX Courses Online Advanced Customer Journey Mapping

NEW CX Courses Online with Alex Allwood

Alex Allwood ALEX ALLWOOD, Customer, Customer Centric, Customer Experience, CUSTOMER JOURNEY, Customer Journey Mapping, CX, journey mapping

Alex Allwood’s CX Courses Online announced the global launch of a new Advanced Customer Journey Mapping Online Course. Allwood said, “It’s a new way to learn called Immersive CX Learning”. …

Customer Journey Mapping

Customer Journey Mapping – Understanding How Customers Think, Feel and Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, CUSTOMER JOURNEY, Customer Journey Mapping

The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how customers think, feel and experience remains …

The Quickbite

Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, CX, CX Strategy

How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers …