Customer Experience News 153: Implementing Agile, Walmart’s Integrated Experience, Customer Value & ‘Phygital’ CX

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

‘No Plan B’ An Agile Approach to Agile (4-5min)How does a large, historically conservative corporation successfully implement an agile methodology? In this extended interview with McKinsey, three senior executives from New …

Customer Experience News 152: Organisational Purpose, CMO to CXO, Augmented Reality and Healthcare CX

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Insight, CX Strategy

For GOODNESS Sake (1-2min)In this week’s Insight, Alex Allwood argues that to avoid merely delivering a ‘brighter shade of lipstick on the pig’, transformative organisations must successfully bridge the ‘Purpose Gap’ – building …

Customer Experience News 151: Co-Creation, Digital Service Experience, Amazon Innovation, CX Nightmare

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

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

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, QUICKBITE

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

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, customer-centric culture, CX, QUICKBITE

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 …