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 – Understanding How Customers Think, Feel and Experience
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 …
Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance
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 …
Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience
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 …
Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation
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, …
CX Q&A: How Do You Deal With In-Moment Customer Feedback?
Last week I posted this question on my LinkedIn profile, ‘How do you deal with in-moment customer feedback?’ What surprised me was the number of responses to this problem and …
Customer Experience News 200: World’s Best Case for Customer-Centric Growth, New Empathy Research and CX Top 50 Leading with Culture
World’s Best Case for Customer-Centric Growth (2-3min) In this week’s opinion piece, Alex Allwood takes on the CX sceptics with a little help from Amazon founder Jeff Bezos, who recently …
Customer Experience News 197: Customer Needs the New Normal, Empathy Key to Enhanced CX and The Fake Review Epidemic
Needs Not Wants the New Normal (3min) Responding to findings from McKinsey’s US Consumer Sentiment surveys, senior partner Kelly Ungerman shares four essential CX practices that will help retailers and …
Customer Experience News 195: New Moves from the Pandemic Playbook, Transcending Transactional CX & AMEX Supercharges Survey Response Rates
New Moves from the Pandemic Playbook (4min) This week we share Part Two of a new research study by customer experience consultancy All Work Together, which reveals how Marketing and …
Customer Experience News 194: New Research Reveals CX Leadership in the Crisis Economy and How Deep Listening Delivers Deeper Customer Insights
New Research Reveals CX Leadership in a Crisis (4min) A new research study by leading customer experience consultancy All Work Together, reveals how executive Marketing and CX leaders mobilised their …