01 | NOT WALLPAPER is a weekly post about what is changing in customer value and growth: behaviour, acquisition, retention and churn, journeys, service, customer experience and AI. Bunnings rolled …
Wesley Mission: Customer Experience Event Keynote Speaker
A big thank you to Wesley Mission for the opportunity to share my signature customer experience keynote for their Growing Our Impact team event in Sydney. I joined around 30 …
Customer Experience Keynote Speaker for Banking Conference
A big thank you to People First Bank for inviting me to speak at their All Kinds of Good conference in Adelaide. As a keynote speaker in Customer Experience and …
40 Day Sprint. Writing My Next Business Book on Customer Retention and Churn
For the past month, I have written every day. The commitment is to continue for 40 days. I’m writing my 3rd business book on customer retention and churn. It began …
Customer Retention Strategy, Loyalty and Belonging & the Future of CX
In a world increasingly designed for AI efficiency, customer belonging may become one of the most powerful drivers of retention and loyalty. Is this the future of customer experience? For …
New Business Book Coming on Customer Retention and Churn in the AI Era
Today, I’m deep into writing my next book, focused on customer retention and churn in the AI era. I’m writing my third business book on customer retention and churn. Ten …
We Built AI Service Agents. But Forgot the Human Customer
AI-Driven Customer Service: Don’t Forget To Serve The Human Customer This week, global headlines focused on the future of AI-powered search. Google announced what many are calling the biggest shift …
Keynote speaker Alex Allwood is now represented by Saxton Speakers Bureau
I’m thrilled to share that I’m now represented by Saxton Speakers Bureau. After more than two decades advising executive teams on customer growth, retention, and experience transformation, writing two books …
AI, Dynamic Pricing and the CX Impact
Dynamic pricing Dynamic pricing has been around for a long time. Airlines, hotels and ride-sharing have always adjusted prices based on supply and demand. Over the past two weeks, there …
Customer Retention Gets Tested When Times Are Tough
Customers don’t just buy price. They buy value. Yesterday, I heard a senior leader briefing her team. No corporate deck. No polished narrative. Just the reality now. Pointing to the …