THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 227: Top 10 CX Books, Evolving CXO Role and Best-in-Class Customer Experience

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, EMPATHY, QUICKBITE

‘Customer Empathy’ Makes Top 10 CX Books (1min) A nice little win this week for Alex Allwood! Alex’s latest book, Customer Empathy, has made it onto Lumoa’s list of Top …

Customer Empathy makes Top 10 Must-Read Customer Experience Books

‘Customer Empathy’ Makes Top 10 Must-Read Customer Experience Books

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Journey Mapping, CX, CX Management, CX Research, CX Strategy, EMPATHY

Thank you Lumoa for including my latest book, Customer Empathy, in your list of Top 10 Must-Read Customer Experience Books. TOP 10 Must-Read Customer Experience Books: 1. Customer Experience 3 2. …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation

Alex Allwood ALEX ALLWOOD, Customer, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, EMPATHY, QUICKBITE

Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, EMPATHY, EMPATHY MAPPING, QUICKBITE

Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …

Customer Empathy Mapping

Using Customer Empathy Mapping to Connect and Engage Teams

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Management, CX Research, CX Strategy, EMPATHY, EMPATHY MAPPING

Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be like herding cats. It can feel …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 224: Google’s Murky Customer Workarounds, Digitising an 80-Year-Old Brand & Stealing Customer-Centric Secrets

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 223: Post-Covid Consumers, Customer Sentiment vs Emotion and CX the Tesla Way

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

The Post-Covid Consumer (3min) A great article written for CNBC by Wharton professor of marketing and psychology Deborah Small. During and post-Covid consumers have been exploring product and service alternatives …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap 

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY, QUICKBITE

Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Mangement, EMPATHY, journey mapping, QUICKBITE

Journey Mapping – Which Research Method? (3min) When customer data isn’t used in mapping the customer journey, then the mapping process is assumptive; that is, based on the business’s point of …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

CX Experts Review ‘Customer Empathy’ (3min) This was quite an undertaking in time and effort from the group of CX experts who purchased, read and reviewed Alex’s book, Customer Empathy …