#GrowthHack: Service Safari Starts the Journey (2min) This week, Alex Allwood explains how a ‘service safari’ can be utilised to engage cross functional groups at the very start of the customer journey mapping process. …
Customer-Centric #GrowthHack: Start Your Customer Journey Map with a Service Safari
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other …
Customer Experience News 114: Mapping Methods, Service Design & MVCs
Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …
Customer Experience News 113: Innovation, Gartner Report & Online CX.
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
Who Are We Really Innovating For?
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience
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
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 110: Alignment, Customer-Centricity, Mobile CX, CXO
#GrowthHack: Activating Customer Alignment (2min) Alex Allwood writes this week on issues around organisational alignment and the critical factor required to successfully evolve a customer-centric culture. Customer-Centricity Case Study (4min) A case …
Customer-Centric #GrowthHack: Activating Customer Alignment
Coming together is the beginning. Keeping together is progress. Working together is success. Here’s the truth about evolving to a customer-centric culture – if your leadership team is not aligned …
Customer Experience News 109: Agile Leadership, Airbnb, Smashing Silos & Digital CX
#GrowthHack: Agile Customer Doing (1-2min) In this week’s growth hack, Alex Allwood writes on the importance of leadership in articulating and achieving customer goals in the First 100 Days of a CX program. How …