Journey Mapping

Customer Experience News 135: CX Insight, CRM & CX Implementation and Future CX.

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Insight, Uncategorized

CX Insight – The Joyless Shopping Experience (1min)
Alex Allwood shares her CX insight on on how great product experiences are so often compromised by poor experiences in servicing and technology.

How to Build a Customer-Centric Culture (2min)
With the CMO Council reporting “only 14 percent of marketers say that customer centricity is a hallmark of their companies” this HBR article outlines the six steps business leaders should take to build a customer-centric culture in their organisation.

CRM & CX Implementation (1-2min)
A review of Gartner’s 2019 Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide explains CRM/CX implementation, what’s changed in the past year and what to expect in the future.

Preparing for the Future of CX (2min)
In this CMO interview, author and CX futurist Blake Morgan argues that an organisational focus on product ahead of customer is why most companies are failing to deliver personalised, seamless and friction- free customer experiences.