Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but …
Customer Experience News 223: Post-Covid Consumers, Customer Sentiment vs Emotion and CX the Tesla Way
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 …
Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design
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 …
Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success
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 …
Customer Experience News 217: Scaling Customer Listening, The CCO – Why This Role is Needed, Telstra’s T22 Transformation
Scaling Customer Listening Across Twilio (3min) In this article for Inc. founder of Twilio explains how he scaled customer listening across the business and why one-to-one communication with customers is changing …
Customer Experience News 216: B2C vs B2B Journey Mapping, Reframing Customer-Centric Growth & Delivering CX that Satisfies
B2C vs B2B Journey Mapping (3min) In talking with CX folk from around the world Alex is asked all sorts of CX questions which we thought might be of interest …
Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling
Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …
Customer Experience News 213: Big Aussie Brands Choose Customer Centricity, Don’t Be Dazzled by the Dashboards and Is CX Worth It?
Big Aussie Brands Choose Customer Centricity (1+ min) We couldn’t resist sharing this as our lead story this week. A new report shows that Qantas, Telstra and Westpac led with …
Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs
Customer Journey Mapping: Going Deep (3-4min) In Alex’s first opinion piece for 2021 she takes a deep-dive into customer journey mapping. Alex argues that even with the availability of sophisticated …
Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance
Welcome Back! It’s our first edition for 2021 and whilst we continue with ‘business-un-usual’, it’s great to hear renewed energy and optimism in conversations with other CX folk. The new …