Customer Journey Mapping: Going Deep (3-4min) In Alex’s first opinion piece for 2021 she takes a deep-dive into customer journey mapping. Alex argues that even with the availability of sophisticated …
Customer Journey Mapping – Understanding How Customers Think, Feel and Experience
The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how customers think, feel and experience remains …
Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance
Welcome Back! It’s our first edition for 2021 and whilst we continue with ‘business-un-usual’, it’s great to hear renewed energy and optimism in conversations with other CX folk. The new …
Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience
CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply …
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation
5 Ways to Close the In-Moment Feedback Gap (3min) Last week Alex posted this question on her LinkedIn profile, ‘When a customer makes a discrete complaint in an informal way, …
CX Q&A: How Do You Deal With In-Moment Customer Feedback?
Last week I posted this question on my LinkedIn profile, ‘How do you deal with in-moment customer feedback?’ What surprised me was the number of responses to this problem and …
Customer Experience News 208: Best CX & EX Books 2020-2021, Using Personas to Make CX Sticky and Fake Customer Reviews
Best CX & EX Books 2020-2021 (5min) Alex Allwood’s little yellow book, Customer Empathy: A Radical Intervention in Customer Experience Management and Design, has made the list of best Customer & …
Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business
Forrester’s CX Predictions for 2021 (1min) A quick look at some of the key customer experience take outs from Forrester’s ‘Predictions 2021’ research. Notably, the flow-on effects of the pandemic …
Customer Experience News 206: Collaboration: CX Leaders Adopt the ‘No Silo Rule’, Empathetic Leadership Empowering Employees and 7 Deadly Sins of CX Transformation
Collaboration: CX Leaders Adopt the ‘No Silo Rule’ (1min) Both Steve Jobs and Elon Musk, have followed the ‘no silo rule’. As Musk wrote to Tesla employees, “We obviously can’t …