The ‘Organisation of the Future’ is Already Here (4min) A common theme at the recent 2018 Global Peter Drucker Forum was the rise of large scale, ‘post-bureaucratic’ organisations and how they have successfully adapted to …
Customer-Centric Hack: Humanising Customer Experience Feedback
I don’t know about you, but it seems that I am inundated with requests for customer experience feedback using online NPS and CSat surveys. This week alone I’ve received three …
Customer Experience News 128: Bain Research, Customer Value and Top 10 CX Podcasts
Bain on Delivering Customer Value (4-5min) This report from Bain, using data from a recent survey of more than 45,000 US consumers, explains the concept of ‘Elements of Value’ and shows how …
Customer Experience News 127: Top 5 Marketing Trends, Design Thinking Case Study & Qualtrics
2019 Top 5 Marketing Trends for CMOs (3min) As the year draws to a close this timely article from Forbes details the top five marketing trends that will impact CMO’s in 2019. From …
Customer-Centric Hack: Customer Segmentation for Customer Experience Mapping
Just back from my last customer journey mapping workshop for this year – a big shout out to all workshop participants who trusted the process, embraced ambiguity and learned how-to …
Customer Experience News 124: PayPal, Facebook Messenger, CSat & Great CX
How PayPal Champions its Customers (3-9min) In this McKinsey interview, PayPal CEO Dan Schulman, explains how putting the needs of customers ahead of certain business priorities has paid dividends, not only for PayPal’s …
Customer Experience News 123: Mass Customisation, NPS vs NetCNS and VoC
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
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 121: Bridging Silos, CXM Trends & Professional Development
Changing the Silo Status Quo (3min) In Oracle’s SmarterCX this week, Alex Allwood’s feature article explains why customer empathy is the key to bridging organisational silos that impede customer experience efforts and how empathy enables …
Bridging Organizational Silos With Customer Empathy
First published in Oracle SmarterCX: https://smartercx.com/bridging-organizational-silos-with-customer-empathy/ Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often …