Journey Mapping

Customer Experience News 99: #GrowthHack, Co-Creating Value, CX Trends & AMP

Alex Allwood #GrowthHack, Customer Experience, Customer Experience News, Transformation 0 Comments

#GrowthHack Communication Key to CX Transformation  (2min)
This week Alex Allwood writes on the importance of formalising an internal customer communication program, to maintain momentum in the delivery of your customer experience goals.

When (and When Not) to Co-Create Value (3min)
An interesting perspective on co-creating value in this article from CustomerThink. The author Gautam Mahajan, a global leader in customer value management, argues that co-creation can be extremely important but is not always necessary, and provides a Value Creation Matrix to explain his approach.

Top 5 CX Trends to Watch (3min)
As we approach mid-year, this article from CMS Wire details the top 5 customer experience trends we should be watching for the remainder of 2018 and beyond. Top of the list is the link between employee and customer experience whilst Woolworths gets a mention in relation to VoC programs.

In the News (2min)
More bad news from the banking Royal Commission. AMP is now in the spotlight for – you guessed it – putting shareholders’ interests ahead of customers. Never mind that many of them are one and the same and therefore cop it both ways with AMP’s share price down 5% on Tuesday. 

 

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