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 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine
New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in …
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 …