The Quickbite

Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz

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

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 …

customer empathy

Why Customer Empathy is Important in Customer Experience Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, Experience Management

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 …

The Quickbite

Customer Experience News 165: Improve Your NPS, The ‘Experience Factory’, Optus 2020 CX Vision and CX Education

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

How to Improve Your NPS (3min)Referencing business examples, this HBR article explains how you can improve your NPS. It also shows how surveys conducted across the customer value chain can reveal the …

The Quickbite

Customer Experience News 161: The Ripple Effect: What CEOs Value Most, Calculating CX ROI, Top 10 CX Success Stories & Airbus Tracks Toilet Trips

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

The Ripple Effect: What CEOs Value Most (2min)Alex Allwood writes on the importance of leadership behaviours in shaping an organisation’s customer-centric culture. Using examples from this week’s  news media to demonstrate how few …

The Quickbite

Customer Experience News 159: CX Academy at Optus, Customer Participation Pitfalls, IBM Reinvention and DJ’s Dilemma Solved

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

CX Academy Engages Optus Employees (2min)In the five months since Optus launched its CX Academy, over 300 employees have already completed at least one of the masterclasses on offer. Not only does …

The Quickbite

Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty

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

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 …