Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech
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 …
My Husband’s Customer Hell!
Somewhere along the way, someone forgot to ask; what would our customer think about that? I’ll just give you the abridged version of this story to bring you up to …
CX Insight – The Rise of Customer Journey Managers
In my latest email from the Customer Experience Professional Association (CXPA), I was interested to see the role of Journey Manager being advertised for BMW Group Financial Services Australia. I …
Who Are We Really Innovating For?
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
Customer Experience News 98: #GrowthHack, TED Talk, Experience Design & Marketoonist
#GrowthHack Customer Journey Consistency (2min) This week Alex Allwood writes on the importance of developing customer experience vision and principles to guide employee behaviour and ensure the delivery of consistent experiences across the …
Customer-Centric #GrowthHack: Customer Journey Consistency
My clients often feed back to me that delivering consistency across the customer journey, day-in and day-out, is much harder work than they expected. Customer experience consistency requires alignment …
Customer Experience News 95: McKinsey, Macy’s, Empathy and Lenovo
McKinsey – Leading the Charge on CX Transformation (5min) From McKinsey this week an in-depth article on the need for ownership of customer journeys and cross-functional collaboration to achieve successful CX …
Customer Experience News 90: Bendigo Bank, Customer Journey, Sharing the Pain & Telstra
Click here to book your Melbourne Journey Mapping Masterclass Bendigo Banks on Customer (3min) As the Banking Royal Commission kicked off this week a timely reminder from Bendigo Bank, that a long term commitment …
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