Customer Experience News 123: Mass Customisation, NPS vs NetCNS and VoC

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

How Carnival Mass Customises Guest Experiences (3min) Cruise operator Carnival is now hyper-personalising guest experiences at scale with the recent launch of their high-tech Ocean Medallion. Experience guru Joe Pine explains how the device ‘efficiently, seamlessly and amazingly’ …

Customer Experience News 122: Gartner B2B Journeys, Southwest Airlines, Culture & Forrester

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, Uncategorized

Gartner on the B2B  Customer Journey (2-3min) Latest research from Gartner shows the widely-held assumption that B2B customer journeys are linear is fundamentally flawed. This article from Forbes uses the Gartner findings to illustrate what a B2B …

Customer Experience News 118: Emotion Graphs, Customer Care Metrics, CX & Data Security

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

#GrowthHack: Customer Emotion Tells the Story (2min) Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s …