AI-powered CX insights promise speed, scale and innovation. Yet when we tested these claims in practice, the reality contradicted the hype: fast outputs, yes — but with major risks to …
Launching Customer Journey Intelligence
This week marks the launch of my new consulting service: Qualitative Research-Driven Customer Journey Intelligence — supported by the rollout of my newly branded website. The consulting service helps organisations …
CommBank’s AI Backflip: Lessons for Customer Experience Leaders
News in CX: CommBank’s AI Backflip In the past 24 hours, the Commonwealth Bank of Australia (CBA) has dominated national headlines. Its attempted shift to AI-driven call centres — and …
Customer Retention Strategy – Metrics First
In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …
Discover Why Customer Experience is Important for Business Growth
Here are 10 reasons why customer experience excellence is important for business growth and positive outcomes such as higher customer loyalty, repeat business and customer growth. Business Growth and Revenue …
How to Map a B2B Customer Journey
The best practice for mapping a B2B (business-to-business) digital and physical customer journey (or client journey) is to break the journey mapping process into three stages: Stage 1: Voice of the …
Customer Experience News 240: Holiday Reading: Books That Inspire, Better CX Governance and US President’s CX Agenda
Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A …
Customer Experience News 239: CX Predictions 2022, HBR: Low-Profit Customers, What Successful CX Leaders Do
Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this …
Inspirational Books and Applying Learnings in Customer 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 …
Customer Experience News 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour
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 …