customer empathy

Why Customer Empathy is Important in Customer Experience Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, Experience Management

For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …

The Quickbite

Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CX Mangement, CX Strategy

Big Brother’s Secret Consumer Scores¬†(3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file …

The Quickbite

Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, CX Strategy

What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the …