Thank you Lumoa for including my latest book, Customer Empathy, in your list of Top 10 Must-Read Customer Experience Books. TOP 10 Must-Read Customer Experience Books: 1. Customer Experience 3 2. …
Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …
Using Customer Empathy Mapping to Connect and Engage Teams
Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be like herding cats. It can feel …
Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success
CX Experts Review ‘Customer Empathy’ (3min) This was quite an undertaking in time and effort from the group of CX experts who purchased, read and reviewed Alex’s book, Customer Empathy …
NEW CX Courses Online with Alex Allwood
Alex Allwood’s CX Courses Online announced the global launch of a new Advanced Customer Journey Mapping Online Course. Allwood said, “It’s a new way to learn called Immersive CX Learning”. …
Customer Journey Mapping – 5 Qualitative Research Methods
“Let’s map the customer journey” is where the investigation into CX usually starts, but simply put, you can’t have a customer journey map without the customer! If customer data is …
Customer Experience News 217: Scaling Customer Listening, The CCO – Why This Role is Needed, Telstra’s T22 Transformation
Scaling Customer Listening Across Twilio (3min) In this article for Inc. founder of Twilio explains how he scaled customer listening across the business and why one-to-one communication with customers is changing …
Customer Experience News 216: B2C vs B2B Journey Mapping, Reframing Customer-Centric Growth & Delivering CX that Satisfies
B2C vs B2B Journey Mapping (3min) In talking with CX folk from around the world Alex is asked all sorts of CX questions which we thought might be of interest …
Mapping a B2C Customer Journey and a B2B Client Journey. What’s the Difference?
Journey Mapping Q&A with Alex Allwood In talking with CX folk from around the world; on Clubhouse, in webinars, online seminars and conferences, I’m asked all sorts of CX questions …
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of Quickbite readers wanted to know more about how to capture emotion and …