5 Fixes for ‘Broken’ Market Research Model (5min) New data shows less than one third of clients commissioning market research are satisfied with the recommended business actions. This article shares some useful …
Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech
How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers …
Customer Experience News 151: Co-Creation, Digital Service Experience, Amazon Innovation, CX Nightmare
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 …
CX Insight – 3 Mapping Mantras
Another great Qualtrics Friday CX breakfast conversation, this time in Melbourne. For this presentation on ‘Customer Journey Mapping – A CX Management Framework’ I included my 3 Mapping Mantras. As …
Customer Experience News 135: CX Insight, CRM & CX Implementation and Future CX.
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 …
Customer-Centric Hack: Humanising Customer Experience Feedback
I don’t know about you, but it seems that I am inundated with requests for customer experience feedback using online NPS and CSat surveys. This week alone I’ve received three …
Customer Experience News 117: Empathy, AGL, Customer Journeys & Nike
When Empathy Matters Most (2-3min) A thought provoking article from HBR about one aspect of customer experience that even the most customer-centric organisations may not have adequately planned for. CX Leadership at AGL (3min) In CMO this …
Customer Experience News 113: Innovation, Gartner Report & Online CX.
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
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 105: #GrowthHack, Zappos, Personalisation & Empathy
#GrowthHack: Are you a CX Champion or CX Enabler? (1-2min) This week Alex Allwood writes about the challenges faced by CX program leads as they transition from championing the work, to …
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