Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on …

Customer Experience News 150: Experience Economy Update, Decoding Customer Emotion, Forrester CX Index & CX Best Practice

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, QUICKBITE

Joe Pine’s Experience Economy Update (2-3min)Joe Pine and James Gilmore famously coined the phrase ‘the experience economy’ over 20 years ago. In this interview, Joe Pine shares his thoughts on the current …

Customer Experience News 149: Gartner VP Interview, Personas, Customer Insights and Adobe Experience Index

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

Gartner VP Ups the Ante (2-3min) In this wide-ranging CMO interview, Gartner VP and leading analyst Don Scheibenreif discusses current perceptions of customer experience, the stumbling blocks to CX maturity and …

Customer Experience News 148: CX Recession Proofing, The CXO, Temkin Interview & Vaynerchuk on Empathy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, customer-centric culture, CX, QUICKBITE

How CX Can Recession-Proof Your Business (1-2min)With the ‘R’ word on everyone’s lips lately, this timely article from CMSWire argues that a renewed focus on customer experience will not only help …