Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience

Alex Allwood Customer Experience, Customer Experience News, CX, journey mapping

How to Measure CX Success (3min) Using simple examples and a 5-step process, this article explains how data linkage can be utilised to evaluate the effectiveness of CX strategy and build a business case for …

Customer Experience News 111: C-Suite Mistakes, Amazon, Customer Retention & Telco’s

Alex Allwood Customer Centric, Customer Experience, Customer Experience News

C-Suite Loses Customer Focus (2min) In this short video on LinkedIn, legendary American entrepreneur Gary Vaynerchuk and former Home Depot CEO Frank Blake discuss the biggest mistake C-suite executives are making and how …

Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY

Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …

Customer Experience News 106: Experience Retail, Gartner, CX Focus & Personalisation

Alex Allwood Customer Experience, Customer Experience News, CX, Experience Retail, PERSONALISATION

 The Rise of Experience Retail (2min) Retailers already under pressure from online competitors are now facing a new wave of competition from ‘experience retail’ brands, focused on creating exceptional bricks and mortar shopping experiences for …