Customer Experience News 132: 2019 CX Transformation, Measurement & Marketing

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

CX Transformation Trumps Quick Wins (2min)
Alex Allwood argues that a focus on short term quick wins is the enemy of customer experience transformation and lists her ‘less of this, more of that’ practices for getting CX transformation right in 2019.

 Case Study: CX Measurement Drives Cultural Change (2-3min)
Steffi Andruchiw, chief strategy officer at global real estate group Harcourts International, shares the journey of deploying a new  customer experience management platform and the positive impact this has had on customer culture and business performance.

Customer-Centric Marketing the Key to Success (2min)
Editor of Econsultancy, Ben Davis, on why marketers should be investing more into creating seamless customer experiences, and less on acquisition focused marketing.

New Year CX Resolutions (3min)
It may be February already but there’s no harm in catching up with these CX New Year’s resolutions, shared by thirteen customer experience professionals, thought leaders and members of CX Accelerator.