First Published in The Guardian: https://goo.gl/7gxsSF Written by Kylie McGregor and published 23rd December 2016. In an increasingly competitive marketplace, customer experience has become the great differentiator. Here’s why. Customer …
CMO Australia Opinion Piece: Is Your Customer Experience Program Suffering Bright Shiny Object Syndrome?
First Published in CMO Australia: https://goo.gl/oujkMo You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack a …
Mumbrella Finance Marketing Summit Keynote Panel: Creating Connected Consumers
Moderator: Alex Allwood, CEO The Holla Agency. Jane Merrick: GM, Marketing and Customer Experience at IAG. Tanya Smith: Head of Global Experience, Citi Bank – Digital, Marketing and CX Analytics. …
Marketing Mag Opinion Piece: Does Your Company Exist In A Cone Of Silence?
First published in Marketing Mag: https://goo.gl/OaUDEe In this article, author Alex Allwood outlines the 5 pillars of designing a successful Voice of Customer (VoC) program in her seventh article based on …
Marketing Mag Opinion Piece: Customer-Centric Innovation is the New Black
First published in Marketing Mag: https://goo.gl/myWhXT Companies are under increasing pressure to continuously innovate, with smart brands realising that traditional methods of innovation don’t always reflect customers’ needs. It is the …
Marketing Mag Opinion Piece: Revolutionising the Future of Customer Experience
The introduction of conversational commerce is set to change how customers interact with brands delivering everyday services without human interaction writes Alex Allwood in this fifth article of a series …
CMO Australia Opinion Piece: Is your Voice of Customer program disruptive enough?
Experts discuss how a successful VoC program can significantly improve customer experience and drive business value. First published in CMO: http://goo.gl/yqB8p2 Extract: “Customer experience is a whole-of-business approach, and cultural engagement …
Qualtrics CXweek™ 2016: Top Tips and Quotes from the Pros
From May 17-20 we enjoyed this year’s Qualtrics CXweek™, “The Largest Customer Experience Event in World”. Alongside Holla’s own CEO Alex Allwood, 41 highly respected Customer Experience professionals from around …
Marketing Mag Opinion Piece – How to leverage CX’s competitive advantage
First published in Marketing Mag: https://goo.gl/brQmm1 Companies need to walk the walk after all the CX talk, writes Alex Allwood. In today’s experience economy there are two kinds of marketers: the …
Let the Customer Voice be Heard
Amongst marketing leaders there’s an insatiable appetite for usable customer intelligence to improve experiences. From customer data comes deeper understanding of customer needs that inform a brand’s product and service …