Is CX Replacing Advertising? (2min) Using big brand examples such as Tesla, Uber, Airbnb and Deliveroo, the author ponders the question on the future of advertising. If these outperforming brands …
Customer Experience News 233: Journey Mapping vs Touchpoint Mapping, CMOs Seat at the Table & Turning Customers into Profit Peaks
Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the …
Customer Experience News 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves
Who Will Serve Me? (3-4min) In this week’s Quickbite, Alex examines the practice of Customer Experience through the lens of her 80-year-old dad who has become all but invisible to …
Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online
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 …
NEW CX Courses Online with Alex Allwood
Alex Allwood’s CX Courses Online announced the global launch of a new Advanced Customer Journey Mapping Online Course. Allwood said, “It’s a new way to learn called Immersive CX Learning”. …
Customer Experience News 216: B2C vs B2B Journey Mapping, Reframing Customer-Centric Growth & Delivering CX that Satisfies
B2C vs B2B Journey Mapping (3min) In talking with CX folk from around the world Alex is asked all sorts of CX questions which we thought might be of interest …
Mapping a B2C Customer Journey and a B2B Client Journey. What’s the Difference?
Journey Mapping Q&A with Alex Allwood In talking with CX folk from around the world; on Clubhouse, in webinars, online seminars and conferences, I’m asked all sorts of CX questions …
Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail
Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of Quickbite readers wanted to know more about how to capture emotion and …
Customer Experience News 164: Inspirational Journey Mapping, Amazon Empathy Training, Self-Service CX & Company Culture
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 …
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