CX Insight – The Joyless Shopping Experience (1min) Alex Allwood shares her CX insight on on how great product experiences are so often compromised by poor experiences in servicing and technology. How …
CX Insight – The Joyless Shopping Experience
Today, as customers, we expect both high-tech and high-touch experiences that make us feel good. As a practitioner in customer experience management I have high expectations of shopping experiences and, …
Customer Experience News 132: 2019 CX Transformation, Measurement & 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 …
‘Less of This, More of That’ Getting CX Transformation Right in 2019
Article first published in CustomerThink, February 1, 2019 ‘Short-termism’ has become the enemy of CX transformation. We have developed a preoccupation with what is happening now, quick wins, next month’s …
Customer Experience News 125: Customer Segmentation, CLV, and Monetizing NPS
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 …
Bridging Organizational Silos With Customer Empathy
First published in Oracle SmarterCX: https://smartercx.com/bridging-organizational-silos-with-customer-empathy/ Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often …
Customer Experience News 110: Alignment, Customer-Centricity, Mobile CX, CXO
#GrowthHack: Activating Customer Alignment (2min) Alex Allwood writes this week on issues around organisational alignment and the critical factor required to successfully evolve a customer-centric culture. Customer-Centricity Case Study (4min) A case …
Customer-Centric #GrowthHack: Activating Customer Alignment
Coming together is the beginning. Keeping together is progress. Working together is success. Here’s the truth about evolving to a customer-centric culture – if your leadership team is not aligned …
Customer Experience News 108: Empathy, CX Measurement, Customer Cause & VA’s
Empathy Inspired Decision Making (2min) Alex Allwood writes this week on empathy and how customer empathy can and should be incorporated into business decision making to benefit both customers and the bottom line. …
Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping
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, …