Journey Mapping

Customer Experience News 164: Inspirational Journey Mapping, Amazon Empathy Training, Self-Service CX & Company Culture

Alex Allwood ALEX ALLWOOD, Customer Experience, CX, CX Strategy, EMPATHY, journey mapping

How Your Journey Map Can Inspire Change (3min)If your beautifully crafted customer journey map has so far failed to deliver the desired results, or if you’re about to embark on your …

Journey Mapping

Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty

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

Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …

Journey Mapping

Customer Experience News 151: Co-Creation, Digital Service Experience, Amazon Innovation, CX Nightmare

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

5 Ways to Co-Create With Customers (1-2min)Instead of seeing customers as simply the end users of a product or service, this article argues that organisations need to invite their customers to help co-create …

Journey Mapping

Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience

Alex Allwood Customer Experience, Customer Experience News, CX, journey mapping

How to Measure CX Success (3min) Using simple examples and a 5-step process, this article explains how data linkage can be utilised to evaluate the effectiveness of CX strategy and build a business case for …

Journey Mapping

Customer Experience News 111: C-Suite Mistakes, Amazon, Customer Retention & Telco’s

Alex Allwood Customer Centric, Customer Experience, Customer Experience News

C-Suite Loses Customer Focus (2min) In this short video on LinkedIn, legendary American entrepreneur Gary Vaynerchuk and former Home Depot CEO Frank Blake discuss the biggest mistake C-suite executives are making and how …

Customer Experience Disruption: Healthcare Faces a Bitter Pill

Alex Allwood Customer Experience, DISRUPTION, INNOVATION 0 Comments

First published in CMO magazine https://www.cmo.com.au/blog/brand-cx/2018/03/27/customer-experience-disruption-healthcare-faces-a-bitter-pill/ Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have …

With Amazon’s Imminent Arrival Are You Customer Experience Ready?

Alex Allwood #GrowthHack, Customer Experience, Customer Journey Mapping, Customer-Centric 0 Comments

There’s a lot of talk about Amazon decimating Australian retail with their seamless customer experiences and customer-led innovations. In this customer-centric #growthhack we explore leveraging customer insight for real competitive …