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 …
Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy
Customer-Centricity Starts at Home (2min)This article from Business Live argues that even in the world’s most customer-centric companies, no two customer-centricity strategies are the same. What they do have in common …
Customer Experience News 141: The Rise of Customer Journey Managers, McKinsey & CCOs
CX Insight – The Rise of Customer Journey Managers (1min)In this week’s CX Insight, Alex Allwood discusses the evolution of the Customer Journey Manager and the increasingly important role Journey Managers …
CX Insight – The Power of 360 Customer Listening
I’m off to S P A C E next week! A fresh, new, experiential conference concept. The aim is collaborative conversations that drive a positive contribution for the future of …
CX Insight – What Is The Purpose Of My Work?
In this week’s CX Insight I reflect on an article I read recently in the New York Times Magazine, ‘The Future of Work’. The article explores a prevailing workplace sentiment …