THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

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

Customer Journey Mapping – Understanding How Customers Think, Feel and Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, CUSTOMER JOURNEY, Customer Journey Mapping

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Mangement, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CUSTOMER PERSONA, CX, CX Management, EMPATHY, QUICKBITE

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, …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 208: Best CX & EX Books 2020-2021, Using Personas to Make CX Sticky and Fake Customer Reviews

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Design, CX Strategy, EMPATHY, QUICKBITE

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 & …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 206: Collaboration: CX Leaders Adopt the ‘No Silo Rule’, Empathetic Leadership Empowering Employees and 7 Deadly Sins of CX Transformation

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Leadership, CX Strategy, EMPATHY, Employee Experience

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 …