THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 213: Big Aussie Brands Choose Customer Centricity, Don’t Be Dazzled by the Dashboards and Is CX Worth It?

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Big Aussie Brands Choose Customer Centricity (1+ min) We couldn’t resist sharing this as our lead story this week. A new report shows that Qantas, Telstra and Westpac led with …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 203: Culture: Lego & GSK on Customer Centricity, Loyalty: A New World of Customer Loyalty? and Supply Chain: Speed & Flexibility the Key

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

Culture: Lego & GSK Talk Customer Centricity (2min) Who owns customer centricity? CMO’s from Lego and GSK discuss how customer centricity is informing agile and responsive organisational behaviour, how they are …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine

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

Innovation: Home Delivered Fuel – What Next? (3min) HBR asks, how often are we really innovating to solve customer problems? For example, when the ‘job to be done’ by customers is …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 200: World’s Best Case for Customer-Centric Growth, New Empathy Research and CX Top 50 Leading with Culture

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Strategy, EMPATHY, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 197: Customer Needs the New Normal, Empathy Key to Enhanced CX and The Fake Review Epidemic

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CX Management, CX Strategy, EMPATHY, QUICKBITE

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 …

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Customer Experience News 163: Top 50 CX Brands, NAB’s Customer Culture, Assessing CX Governance, What’s in a Name?

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

Top 50 CX Brands Revealed (2-3min)The latest KPMG Customer Experience Excellence report ranks the top 50 CX brands in Australia, but warns that a siloed approach in many businesses is limiting the effectiveness of …