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 …

Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY

Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …