I’m observing signs of a micro-trend: customer pushback against the small, accumulated irritations of customer experience improvements. I’m calling this CX Effort Creep. My interpretation is that brands’ pursuit of …
What Leaders Ask For in a Customer Experience Keynote
Across my past three Customer Experience conference keynotes, leaders have asked a similar question: what does good CX look like now, as we move into 2027 and beyond? These keynote …
Bigger Baskets. Better Customer Experience?
01 | NOT WALLPAPER is a weekly post about what is changing in customer value and growth: behaviour, acquisition, retention and churn, journeys, service, customer experience and AI. Bunnings rolled …
Wesley Mission: Customer Experience Event Keynote Speaker
A big thank you to Wesley Mission for the opportunity to share my signature customer experience keynote for their Growing Our Impact team event in Sydney. I joined around 30 …
Discover Why Customer Experience is Important for Business Growth
Here are 10 reasons why customer experience excellence is important for business growth and positive outcomes such as higher customer loyalty, repeat business and customer growth. Business Growth and Revenue …
Customer Experience News 240: Holiday Reading: Books That Inspire, Better CX Governance and US President’s CX Agenda
Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A …
Customer Experience News 239: CX Predictions 2022, HBR: Low-Profit Customers, What Successful CX Leaders Do
Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this …
Customer Experience News 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour
CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …
Customer Experience News 237: Dirty Experience Design Secrets, Customer Deception and the Impact of Empathy
Dirty Experience Design Secrets (2-3min) A must-read from FastCompany for CX, Service Design and Experience Design folk. Alex read this article and gasped at the ‘dirty secret’ the author claims …
Customer Experience News 236: Facebook Slammed, Customer-Led Innovation Driving Profit and Save the Date!
Profits Before People: Facebook Slammed (2min) This breaking news confirms what we have all suspected, Facebook puts ‘astronomical profits’ over people. Whistleblower Frances Haugen, recently shared thousands of pages of …