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 …
Customer Experience News 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine
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 …
Customer Experience News 200: World’s Best Case for Customer-Centric Growth, New Empathy Research and CX Top 50 Leading with Culture
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 …
Customer Experience News 197: Customer Needs the New Normal, Empathy Key to Enhanced CX and The Fake Review Epidemic
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 …
CX Leadership: Making Customer Centricity Sticky
This morning started like most. Part of my AM ritual is reading the latest CX news and views. A story on Deloitte’s CMO Survey caught my eye; it revealed that …
Customer Experience News 163: Top 50 CX Brands, NAB’s Customer Culture, Assessing CX Governance, What’s in a Name?
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 …
The Ripple Effect: What CEOs Value Most
What’s important to us drives our actions. Our behaviours big and small reflect what we care about. In organisations too, what’s valued by the CEO informs the business’s mindset, language …
Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa
‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on …
Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy
Customer-Centricity Starts at Home (2min)This article from Business Live argues that even in the world’s most customer-centric companies, no two customer-centricity strategies are the same. What they do have in common …
Customer Experience News 140: Purpose, Customer-Centricity, Retention & Best CX Quotes
CX Insight – What is the Purpose of My Work? (1min)Inspired by a recent article featured in the New York Times Magazine, Alex Allwood reflects on the purpose of work and how …