Profits Before People: Facebook Slammed (2min) This breaking news confirms what we have all suspected, Facebook puts ‘astronomical profits’ over people. Whistleblower Frances Haugen, recently shared thousands of pages of …
Customer Experience News 235: CX Leader Shares Lessons Learned, Fostering Trust & Giving Hope and Creative Thinking for Curious People
CX Leader Shares 4 BIG Lessons Learned (3min) The average tenure for a CX leader is between 12 and 24 months. Nancy Porte spent eight years in a global CX …
Customer Experience News 234: Is CX Replacing Advertising?, Poor CX Costing Trillions in Sales and IDEO on Designing for Impact
Is CX Replacing Advertising? (2min) Using big brand examples such as Tesla, Uber, Airbnb and Deliveroo, the author ponders the question on the future of advertising. If these outperforming brands …
Customer Experience News 233: Journey Mapping vs Touchpoint Mapping, CMOs Seat at the Table & Turning Customers into Profit Peaks
Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the …
Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times
CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client …
CEO’s Who Are Demonstrating Customer Empathy in Action
Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX …
Customer Experience News 231: Connecting through Customer Stories, Breaking News and Dovetail Soars
All Customer Stories Great & Small (2min) Customer ethnography is a game-changer in CX management. The method enables a lens into candid customer experiences to design solutions that solve customer …
Customer Experience News 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves
Who Will Serve Me? (3-4min) In this week’s Quickbite, Alex examines the practice of Customer Experience through the lens of her 80-year-old dad who has become all but invisible to …
Who Will Serve Me? Looking at Customer Experience Differently
In the not too distant future, you’ll be old too. Just like my dad of 80, you’ll realise that you’ve become invisible to the likes of your bank, telco and …
Customer Experience News 229: 4 Customer Journey Strategies, McDonald’s First-Ever CCO and Citizen Engagement
HBR: 4 Customer Journey Strategies (4-5min) The authors of this HBR article conducted a comprehensive study of customer preference and report simplicity across the customer journey as a top priority …