Journey Mapping

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 …

Journey Mapping

Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa

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

‘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 …

Journey Mapping

Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy

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

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 …

Journey Mapping

Customer Experience News 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven

Alex Allwood ALEX ALLWOOD, Customer Experience News, Customer-Centric, CX, CX Leadership

Finding Value in Every Customer (4-5min) The Wharton School’s Peter Fader and Sarah Toms discuss their latest book, The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value, and explain the …

Journey Mapping

Customer Experience News 114: Mapping Methods, Service Design & MVCs

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, DESIGN THINKING, MAPPING

Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …