Customer Experience News 143: Customer Listening, CX Visionary, Customer-Led Design and Experience Innovation

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Insight, CX Strategy

CX Insight – The Power of 360 Customer Listening  (1 min)In this week’s CX Insight, Alex Allwood discusses the concept of 360 Listening and the value of one-on-one, in-depth customer conversations in …

Customer Experience News 132: 2019 CX Transformation, Measurement & Marketing

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, Marketing

CX Transformation Trumps Quick Wins (2min) Alex Allwood argues that a focus on short term quick wins is the enemy of customer experience transformation and lists her ‘less of this, more of that’ practices for getting …

Customer Experience News 125: Customer Segmentation, CLV, and Monetizing NPS

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer-Centric Hack, CX Strategy

Customer-Centric Hack: Customer Segmentation for CX Mapping (2min) In this week’s post Alex Allwood argues that using Customer Lifetime Value (CLV) to segment high value customers focuses attention on the journeys that …