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Customer Experience News 105: #GrowthHack, Zappos, Personalisation & Empathy

Alex Allwood #GrowthHack, Customer Experience, Customer Experience News, CX, CX Strategy

#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 empowering others to drive customer-centric change across the business.

Zappos and the Power of Personalisation (3-4min)
Alex Genov, head of customer research at Zappos shares his experience of how the company is using a combination of AI and behavioural insights to drive true personalisation.

In the News (2-3min)
A provocative opinion piece from SMH argues a greater focus on customer (i.e. patient) experience in our public hospital system, including empathy training for healthcare professionals, will deliver a range of patient, staff and business benefits.