How to Measure CX Success (3min) Using simple examples and a 5-step process, this article explains how data linkage can be utilised to evaluate the effectiveness of CX strategy and build a business case for …
Customer Experience News 110: Alignment, Customer-Centricity, Mobile CX, CXO
#GrowthHack: Activating Customer Alignment (2min) Alex Allwood writes this week on issues around organisational alignment and the critical factor required to successfully evolve a customer-centric culture. Customer-Centricity Case Study (4min) A case …
Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping
Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …
Customer Experience News 106: Experience Retail, Gartner, CX Focus & Personalisation
The Rise of Experience Retail (2min) Retailers already under pressure from online competitors are now facing a new wave of competition from ‘experience retail’ brands, focused on creating exceptional bricks and mortar shopping experiences for …
Customer Experience News 105: #GrowthHack, Zappos, Personalisation & Empathy
#GrowthHack: Are you a CX Champion or CX Enabler? (1-2min) This week Alex Allwood writes about the challenges faced by CX program leads as they transition from championing the work, to …
Customer-Centric #GrowthHack: Are you a CX Champion or CX Enabler?
Somewhere this week I read or heard someone relay the proverb, ‘To go fast, go alone. To go far, go together.’ Its relevance might be lost on some however, for …
Customer Experience News 102: #GrowthHack, Agile Innovation, Forrester and Vodafone
#GrowthHack: Being Customer Remarkable (2min) This week, Alex Allwood writes about her experience mentoring startup business AbleFinder and discusses their approach to problem solving the social challenge of community isolation for families with disabled …
Customer Experience News 100: CX Leadership, EI, Citi and McKinsey
5 Essential Qualities of a Customer-Centric Leader (3min) To introduce our 100th Quickbite this week Alex Allwood outlines the top five qualities business leaders will need to deliver customer-led transformation. Emotional …
Customer-Centric #GrowthHack: 5 Essential Qualities of a Customer-Centric Leader
Whilst it would seem that leading a customer experience transformation is a rock star role, the reality is that it’s anything but; with some practitioners managing dual roles simultaneously until …
Customer Experience News 96: Alex Allwood in CMO, Amazon’s No.1 & Bendigo Bank
CX Disruption a Bitter Pill for Healthcare (3min) Writing for CMO this week, Alex Allwood discusses the potential for customer experience-led disruption in the healthcare sector. With private health insurance premiums …