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 …

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 …

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 …