For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …
Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence
What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the …
Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty
Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …