Customer Experience News 118: Emotion Graphs, Customer Care Metrics, CX & Data Security

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

#GrowthHack: Customer Emotion Tells the Story (2min)
Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s point of view.

Rethinking Customer Care Metrics (2-3min)
CX expert Lynn Hunsaker proposes a rethink of our approach to standard customer care metrics such as surveys, social media and communities. In this article for CustomerThink she suggests how these might be viewed through a customer-centric rather than company-focused lens.

How Data Security Can Improve CX (2min)
With data security much in the news of late (think the debate about My Health Record) this is a timely article from CX Network on how robust data security can actually improve the customer experience.

In the News: “400 Lives by Lunchtime” (2min)
The big banks may have done it tough at the royal commission over their treatment of customers, but based on yesterday’s proceedings the  life insurance industry is in for an even rougher ride.