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 …
Marketers put Customer Experience on their agenda
It was only a matter of time before customer experience appeared on the agenda of Chief Marketing Officers. In a highly competitive and commoditised marketplace brands are finding it increasingly …
Alan Kohler for Qantas Radio Talks Customer Experience with Alex Allwood
Our CEO and author of Customer Experience is the Brand, Alex Allwood, caught up with Alan Kohler for Qantas Radio to discuss Customer Experience. In the interview, Allwood talks about …
Marketing Mag Opinion Piece – Culture and Customer are Two Halves of the Whole
First published in Marketing Mag: https://goo.gl/FCqI2E Alex Allwood makes it clear that happy, engaged employees create more happy and engaged customers. As accustomed as marketers have become to executing experiences, what …
Customer Driven Retail Innovation
As the Australian market continues to rapidly change with the influx of international brands offering new digital and bricks and mortar experiences, established Australian brands could well find themselves at …