Below you'll find a list of all posts that have been tagged as “Customer Experience”
Have We Lost the Art of Caring? (2-3min) Empathetic leadership, argues Alex Allwood, is one of the key factors in driving customer-led organisational change. Using examples from both the public and private sectors, this article illustrates how a lack …
Conversation the Key to Understanding Customers (2min) According to CX expert Jim Tincher, if you’re not actually talking to customers your journey mapping can be fatally flawed by false assumptions. To illustrate …
#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 …
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, …
Bain Reports on CX Tools and Trends (5min) The results are in from Bain & Company’s first comprehensive, global analysis of customer experience tools and trends. Executives at over 700 companies were …
#GrowthHack: Service Safari Starts the Journey (2min) This week, Alex Allwood explains how a ‘service safari’ can be utilised to engage cross functional groups at the very start of the customer journey mapping process. …
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other …
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
How to Measure CX Success (3min) Using simple examples and a 5-step process, this article explains how data linkage can be utilised to evaluate the effectiveness of CX strategy and build a business case for …
