The best practice for mapping a B2B (business-to-business) digital and physical customer journey (or client journey) is to break the journey mapping process into three stages: Stage 1: Voice of the …
Customer Experience News 240: Holiday Reading: Books That Inspire, Better CX Governance and US President’s CX Agenda
Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A …
Customer Experience News 239: CX Predictions 2022, HBR: Low-Profit Customers, What Successful CX Leaders Do
Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this …
Inspirational Books and Applying Learnings in Customer Empathy
In writing my latest book, Customer Empathy: A radical intervention in customer experience management and design, there were four books in particular that helped me shape the narrative and inspired …
Customer Experience News 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour
CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …
Customer Experience News 237: Dirty Experience Design Secrets, Customer Deception and the Impact of Empathy
Dirty Experience Design Secrets (2-3min) A must-read from FastCompany for CX, Service Design and Experience Design folk. Alex read this article and gasped at the ‘dirty secret’ the author claims …
Customer Experience News 235: CX Leader Shares Lessons Learned, Fostering Trust & Giving Hope and Creative Thinking for Curious People
CX Leader Shares 4 BIG Lessons Learned (3min) The average tenure for a CX leader is between 12 and 24 months. Nancy Porte spent eight years in a global CX …
Customer Experience News 234: Is CX Replacing Advertising?, Poor CX Costing Trillions in Sales and IDEO on Designing for Impact
Is CX Replacing Advertising? (2min) Using big brand examples such as Tesla, Uber, Airbnb and Deliveroo, the author ponders the question on the future of advertising. If these outperforming brands …
CEO’s Who Are Demonstrating Customer Empathy in Action
Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX …
Customer Experience News 231: Connecting through Customer Stories, Breaking News and Dovetail Soars
All Customer Stories Great & Small (2min) Customer ethnography is a game-changer in CX management. The method enables a lens into candid customer experiences to design solutions that solve customer …