Conference Keynote – Customer Experience Insight: Working Around Fragmented and Siloed Decision-Making Today, organisations don’t lack customer data, nor do they lack AI technology to visualise and analyse data into …
Robo-Aged Care? Another Algorithm, Another Customer Nightmare
07 | NOT WALLPAPER is a regular post about what is changing in customer value and growth: behaviour, acquisition, retention and churn, journeys, service, customer experience and AI. Graham Crossan, 80, …
What Leaders Ask For in a Customer Experience Keynote
Across my past three Customer Experience conference keynotes, leaders have asked a similar question: what does good CX look like now, as we move into 2027 and beyond? These keynote …
Wesley Mission: Customer Experience Event Keynote Speaker
A big thank you to Wesley Mission for the opportunity to share my signature customer experience keynote for their Growing Our Impact team event in Sydney. I joined around 30 …
Keynote speaker Alex Allwood is now represented by Saxton Speakers Bureau
I’m thrilled to share that I’m now represented by Saxton Speakers Bureau. After more than two decades advising executive teams on customer growth, retention, and experience transformation, writing two books …
The next competitive advantage: Amazon changed the way we shop. AI is changing the way we make decisions.
Why experience-led AI and not efficiency-led AI is the next competitive advantage In the nineties, Amazon played a central role in how we choose, decide and purchase. From a customer’s …
Why Customer Journey Mapping Fails Without Rigour
The Problem Most organisations approach customer journey mapping from the inside out. The exercise is typically led by internal stakeholders: marketing, operations or service delivery, who describe what they believe …
How to Map a B2B Customer Journey
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 …