Journey Map

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 …

Journey Map

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 …

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Customer Experience News 161: The Ripple Effect: What CEOs Value Most, Calculating CX ROI, Top 10 CX Success Stories & Airbus Tracks Toilet Trips

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

The Ripple Effect: What CEOs Value Most (2min)Alex Allwood writes on the importance of leadership behaviours in shaping an organisation’s customer-centric culture. Using examples from this week’s  news media to demonstrate how few …

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Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech

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

How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers …

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Customer Experience News 159: CX Academy at Optus, Customer Participation Pitfalls, IBM Reinvention and DJ’s Dilemma Solved

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

CX Academy Engages Optus Employees (2min)In the five months since Optus launched its CX Academy, over 300 employees have already completed at least one of the masterclasses on offer. Not only does …

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Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty

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

Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …

Journey Map

Customer Experience News 157: Customer Hell!, Sephora Rewards, Storytelling in CX Conversation, Latest Employee & CSAT Research

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

My Husband’s Customer Hell! (3min)We’ve all been there, trying to make sense of a retail energy plan when the only thing you know for sure is that you’re likely to be worse off, …