New Research Reveals CX Leadership in a Crisis (4min) A new research study by leading customer experience consultancy All Work Together, reveals how executive Marketing and CX leaders mobilised their …
Crisis Leadership: CX and Marketing Leaders Use DIY Listening
Rather than hibernating during the COVID-19 lock-down, I’ve been running my own ‘listen and learn’ program with CX and Marketing Leaders (CCO’s, CXO’s and CMO’s) to understand their challenges and …
Customer Experience News 181: Creating New Customer Value in a Crisis, Forrester Takes Consumer Pulse and Work-from-Home Collaboration
Creating New Customer Value in a Crisis (2-3min) Writing for mycustomer’s new content hub, Corporate Social Responsibility During COVID-19, Alex Allwood identifies some of the good, bad and ugly responses to …
CX Leadership: Making Customer Centricity Sticky
This morning started like most. Part of my AM ritual is reading the latest CX news and views. A story on Deloitte’s CMO Survey caught my eye; it revealed that …
CX Leadership Trends 2020: From Little Things Big Things Grow
First published in SmarterCX, December 17, 2019 In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX …
The Ripple Effect: What CEOs Value Most
What’s important to us drives our actions. Our behaviours big and small reflect what we care about. In organisations too, what’s valued by the CEO informs the business’s mindset, language …
CX Leadership – Wise Words from the Godfather of Customer Experience
Image: courtesy Qualtrics Ok I admit it … after meeting Bruce Tempkin this week – I have a little CX crush! Not only is he a customer experience management (CXM) …
Customer Experience News 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven
Finding Value in Every Customer (4-5min) The Wharton School’s Peter Fader and Sarah Toms discuss their latest book, The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value, and explain the …
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