Post the ‘inquires we had to have’ in the banking, insurance and super industries, I’ve been reflecting on what I see as the heart of the problem – when organisations …
Customer Experience News 151: Co-Creation, Digital Service Experience, Amazon Innovation, CX Nightmare
5 Ways to Co-Create With Customers (1-2min)Instead of seeing customers as simply the end users of a product or service, this article argues that organisations need to invite their customers to help co-create …
Customer Experience News 150: Experience Economy Update, Decoding Customer Emotion, Forrester CX Index & CX Best Practice
Joe Pine’s Experience Economy Update (2-3min)Joe Pine and James Gilmore famously coined the phrase ‘the experience economy’ over 20 years ago. In this interview, Joe Pine shares his thoughts on the current …
Customer Experience News 148: CX Recession Proofing, The CXO, Temkin Interview & Vaynerchuk on Empathy
How CX Can Recession-Proof Your Business (1-2min)With the ‘R’ word on everyone’s lips lately, this timely article from CMSWire argues that a renewed focus on customer experience will not only help …
Customer Experience News 147: LinkedIn CX Leadership, Being Human, Dropbox Customer-Centricity & Uber Air
LinkedIn Lessons on CX Leadership (2min)In this CX Network interview, Perry Monaco, LinkedIn’s Head of Customer Success (Canada and New Business), shares his insights on the evolution of customer experience and …
Customer Experience News 146: Godfather of CX, Customer Empathy, CX Leadership & Best B2B CX
Wise Words from the Godfather of CX (1min)In this week’s reflection on CX Leadership, Alex Allwood shares some of Bruce Tempkin’s ‘wise words’ on CX strategy and her thoughts on how leaders can …
CX Leadership – Wise Words from the Godfather of Customer Experience
Image: courtesy Qualtrics Ok I admit it … after meeting Bruce Tempkin this week – I have a little CX crush! Not only is he a customer experience management (CXM) …
Customer Experience News 145: NPS Debate, CX Leadership, Meet the X-Suite and Jeff Bezos
NPS Debate Missing the Mark (2 min)A recent Wall Street Journal article described NPS as a “dubious management fad”. In response, Richard Owen argues that regardless of the customer metric, the real focus …
Customer Experience News 144: Airbnb Disruption, CX Benchmark Report, Grow Your CX Budget & McKinsey on Omnichannel Experience
How Airbnb Disrupted Itself (2 min)Despite phenomenal early success, Airbnb decided in 2011 to utilise customer journey mapping and design thinking to change its entire product strategy. In this Forbes interview, one …
Customer Experience News 143: Customer Listening, CX Visionary, Customer-Led Design and Experience Innovation
CX Insight – The Power of 360 Customer Listening (1 min)In this week’s CX Insight, Alex Allwood discusses the concept of 360 Listening and the value of one-on-one, in-depth customer conversations in …