What does your team discuss in their daily stand-up? This was a question I asked my LinkedIn connections this week. Typically it’s: 1. What did you do yesterday? 2. What …
Customer Experience News 198: Expert ‘Building Blocks’ Guide CX Success, Research Reveals ROI of CX and Microsoft Backs Empathy
Expert ‘Building Blocks’ Guide CX Success (3-4min ea.) The Customer Experience Professionals Association (CXPA) has created a “CX Building Blocks” series designed to help practitioners establish or strengthen their CX …
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 …
Why it’s Critical to Understand Your Customers’ New World
Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
Customer Experience News 180: Empathy on the Front Line, Leadership in an Uncertain Future and Empathy in Action
Empathy on the Front Line (2-3min) From USA Today, some inspirational examples of how individuals across the US are responding to the unfolding COVID-19 crisis, by providing compassion, kindness and empathy …
Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design
How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article …
You’re Only as Good as the Quality of the Insight
There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
CX Folk: Lessons from the CX Experts
Last night was our first CX Folk meetup. The meeting was a great success; we raised $400 for the Australian Red Cross Bush Fire Appeal, and came together to connect …
CX Leadership Trends 2020: From Little Things Big Things Grow
First published in SmarterCX, December 17, 2019 In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX …
Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz
3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …