How Your Journey Map Can Inspire Change (3min)If your beautifully crafted customer journey map has so far failed to deliver the desired results, or if you’re about to embark on your …
Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty
Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …
Bridging Organizational Silos With Customer Empathy
First published in Oracle SmarterCX: https://smartercx.com/bridging-organizational-silos-with-customer-empathy/ Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often …
Have We Lost the Art of Caring?
First published in InMotion: http://www.printgraphics.net.au/myfiles/InMotion_August_2018/24/index.html In an effort to deliver organisational outcomes have we lost the art of caring? Customer experience is a strategic business proposition that promises engagement, competitive advantage and …
Customer Experience News 108: Empathy, CX Measurement, Customer Cause & VA’s
Empathy Inspired Decision Making (2min) Alex Allwood writes this week on empathy and how customer empathy can and should be incorporated into business decision making to benefit both customers and the bottom line. …
Decision Making with Customer Empathy
“The biggest deficit that we have in our society and in the world right now is an empathy deficit. We are in great need of people being able to stand …
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 95: McKinsey, Macy’s, Empathy and Lenovo
McKinsey – Leading the Charge on CX Transformation (5min) From McKinsey this week an in-depth article on the need for ownership of customer journeys and cross-functional collaboration to achieve successful CX …
Time to Get Customer Experience Fit
Now is the time to get CX fit by improving your Customer Journey Mapping skills. And because we’re in the gift giving spirit, when you reserve your place in February’s Customer …
Customer-Centric #GrowthHack – 3 Reasons to Incentivise Customer Empathy Interviews
In my Customer Journey Mapping Workshops I teach the fundamentals of how to undertake in-depth customer interviews and I’m frequently asked for my opinion on incentives. In this customer-centric #growthhack …
- Page 1 of 2
- 1
- 2