Adapting to New World Customer Behaviour (2min) Adrian Swinscoe shares some highlights from the latest research on how the coronavirus pandemic is reshaping customer behaviour and warns that CX practitioners should …
Customer Experience News 183: Do You Have What it Takes to be a CCO?, Achieving CX Success in a Crisis and Winning in the Future
Do You Have What it Takes to be a CCO? (2-3min) From 2003, when there were fewer than 30 Chief Customer Officers globally, the demand for executive level CX leaders has …
Customer Experience News 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective
CX Folk Learnings (3min) How quickly things change! The second CX Folk Sydney meetup was forced indoors and online last week, with authors Alex Allwood (Customer Empathy), Jason Bradshaw (It’s All …
CX in a Changing World: Learnings from CX Folk Panel Discussion
Firstly a big thank you to our panel of CX experts, Jason Bradshaw author of It’s All About CEX!, Jaquie Scammell author of Service Habits, Alex Allwood author of Customer …
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 …
Leading with Empathy: Safety is the New Customer and Employee Value
This article was first published in mycustomer.com COVID-19 has brought upon us frenetic change. Around the world, people have bunkered down. Our homes are now isolated and have become digital …
You’re Only as Good as the Quality of the Insight
There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
CX Folk: Lessons from the CX Experts
Last night was our first CX Folk meetup. The meeting was a great success; we raised $400 for the Australian Red Cross Bush Fire Appeal, and came together to connect …
Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz
3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …
Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management
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 …