The Quickbite

Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz

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

3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …

customer empathy

Why Customer Empathy is Important in Customer Experience Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, Experience Management

For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …

The Quickbite

Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management

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

Big Brother’s Secret Consumer Scores (3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file …

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Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, CX Strategy

What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the …

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Customer Experience News 166: Journey Mapping Do’s & Don’ts, Using Voice of Employee Insights & Improving Collaboration

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

Journey Mapping Do’s and Don’ts (3-4min)Creating a customer journey map does not necessarily guarantee the success of your CX initiatives – what matters is the quality of the process. In this article …

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Customer Experience News 165: Improve Your NPS, The ‘Experience Factory’, Optus 2020 CX Vision and CX Education

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

How to Improve Your NPS (3min)Referencing business examples, this HBR article explains how you can improve your NPS. It also shows how surveys conducted across the customer value chain can reveal the …

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Customer Experience News 164: Inspirational Journey Mapping, Amazon Empathy Training, Self-Service CX & Company Culture

Alex Allwood ALEX ALLWOOD, Customer Experience, CX, CX Strategy, EMPATHY, journey mapping

How Your Journey Map Can Inspire Change (3min)If your beautifully crafted customer journey map has so far failed to deliver the desired results, or if you’re about to embark on your …

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Customer Experience News 163: Top 50 CX Brands, NAB’s Customer Culture, Assessing CX Governance, What’s in a Name?

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

Top 50 CX Brands Revealed (2-3min)The latest KPMG Customer Experience Excellence report ranks the top 50 CX brands in Australia, but warns that a siloed approach in many businesses is limiting the effectiveness of …

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Customer Experience News 162: CX Report on Leaders & Laggards, Government CX Strategy, Experience Design and CX Day 2019

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

Tempkin Report Rates CX Management (3min)The State of Customer Experience Management, 2019 CX report, authored by Bruce Tempkin, has identified that only 6% of the 212 companies surveyed globally have achieved top-level CX …