This article was first published in mycustomer.com COVID-19 has brought upon us frenetic change. Around the world, people have bunkered down. Our homes are now isolated and have become digital …
Customer Experience News 180: Empathy on the Front Line, Leadership in an Uncertain Future and Empathy in Action
Empathy on the Front Line (2-3min) From USA Today, some inspirational examples of how individuals across the US are responding to the unfolding COVID-19 crisis, by providing compassion, kindness and empathy …
Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design
How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article …
CX Leadership: Making Customer Centricity Sticky
This morning started like most. Part of my AM ritual is reading the latest CX news and views. A story on Deloitte’s CMO Survey caught my eye; it revealed that …
You’re Only as Good as the Quality of the Insight
There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
CX Folk: Lessons from the CX Experts
Last night was our first CX Folk meetup. The meeting was a great success; we raised $400 for the Australian Red Cross Bush Fire Appeal, and came together to connect …
CX Leadership Trends 2020: From Little Things Big Things Grow
First published in SmarterCX, December 17, 2019 In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX …
Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz
3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …
Why Customer Empathy is Important in Customer Experience Management
For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …
Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management
Big Brother’s Secret Consumer Scores (3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file …