THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling

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

Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Mangement, EMPATHY, QUICKBITE

CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 208: Best CX & EX Books 2020-2021, Using Personas to Make CX Sticky and Fake Customer Reviews

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

Best CX & EX Books 2020-2021 (5min) Alex Allwood’s little yellow book, Customer Empathy: A Radical Intervention in Customer Experience Management and Design, has made the list of best Customer & …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business

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

Forrester’s CX Predictions for 2021 (1min) A quick look at some of the key customer experience take outs from Forrester’s ‘Predictions 2021’ research. Notably, the flow-on effects of the pandemic …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets

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

Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, …

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 199: Customer Empathy Nudges, Making Sense of the ‘Messy Middle’, Frictionless Journeys and a Fashion Fightback

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

Are You Using Customer Empathy Nudges? (3min) Interviewed by Bill Stakios for his new podcast Be Customer Led, Alex Allwood poses the question ‘How often are we really discussing customer …