Books on Empathy

Inspirational Books and Applying Learnings in Customer Empathy

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience Management, CX Design, CX Management, EMPATHY

In writing my latest book, Customer Empathy: A radical intervention in customer experience management and design, there were four books in particular that helped me shape the narrative and inspired …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, QUICKBITE

CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 237: Dirty Experience Design Secrets, Customer Deception and the Impact of Empathy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, QUICKBITE

Dirty Experience Design Secrets (2-3min) A must-read from FastCompany for CX, Service Design and Experience Design folk. Alex read this article and gasped at the ‘dirty secret’ the author claims …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 236: Facebook Slammed, Customer-Led Innovation Driving Profit and Save the Date!

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

Profits Before People: Facebook Slammed (2min) This breaking news confirms what we have all suspected, Facebook puts ‘astronomical profits’ over people. Whistleblower Frances Haugen, recently shared thousands of pages of …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 235: CX Leader Shares Lessons Learned, Fostering Trust & Giving Hope and Creative Thinking for Curious People

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Mangement, CX Strategy, EMPATHY, QUICKBITE

CX Leader Shares 4 BIG Lessons Learned (3min) The average tenure for a CX leader is between 12 and 24 months. Nancy Porte spent eight years in a global CX …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 234: Is CX Replacing Advertising?, Poor CX Costing Trillions in Sales and IDEO on Designing for Impact

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, journey mapping, QUICKBITE

Is CX Replacing Advertising? (2min) Using big brand examples such as Tesla, Uber, Airbnb and Deliveroo, the author ponders the question on the future of advertising. If these outperforming brands …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 233: Journey Mapping vs Touchpoint Mapping, CMOs Seat at the Table & Turning Customers into Profit Peaks

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, journey mapping

Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, QUICKBITE

CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client …

CEO's Who Are Demonstrating Customer Empathy in Action

CEO’s Who Are Demonstrating Customer Empathy in Action

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Journey Mapping, CX, CX Management, CX Mangement, CX Training, EMPATHY

Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 231: Connecting through Customer Stories, Breaking News and Dovetail Soars

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

All Customer Stories Great & Small (2min) Customer ethnography is a game-changer in CX management. The method enables a lens into candid customer experiences to design solutions that solve customer …