‘Customer Empathy’ Makes Top 10 CX Books (1min) A nice little win this week for Alex Allwood! Alex’s latest book, Customer Empathy, has made it onto Lumoa’s list of Top …
‘Customer Empathy’ Makes Top 10 Must-Read Customer Experience Books
Thank you Lumoa for including my latest book, Customer Empathy, in your list of Top 10 Must-Read Customer Experience Books. TOP 10 Must-Read Customer Experience Books: 1. Customer Experience 3 2. …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are …
Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …
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 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap
Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …
NEW CX Courses Online with Alex Allwood
Alex Allwood’s CX Courses Online announced the global launch of a new Advanced Customer Journey Mapping Online Course. Allwood said, “It’s a new way to learn called Immersive CX Learning”. …
Customer Journey Mapping – 5 Qualitative Research Methods
“Let’s map the customer journey” is where the investigation into CX usually starts, but simply put, you can’t have a customer journey map without the customer! If customer data is …
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 …
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …