My clients often feed back to me that delivering consistency across the customer journey, day-in and day-out, is much harder work than they expected. Customer experience consistency requires alignment …
Customer Experience News 96: Alex Allwood in CMO, Amazon’s No.1 & Bendigo Bank
CX Disruption a Bitter Pill for Healthcare (3min) Writing for CMO this week, Alex Allwood discusses the potential for customer experience-led disruption in the healthcare sector. With private health insurance premiums …
Customer Experience Disruption: Healthcare Faces a Bitter Pill
First published in CMO magazine https://www.cmo.com.au/blog/brand-cx/2018/03/27/customer-experience-disruption-healthcare-faces-a-bitter-pill/ Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have …
Customer Experience News 95: McKinsey, Macy’s, Empathy and Lenovo
McKinsey – Leading the Charge on CX Transformation (5min) From McKinsey this week an in-depth article on the need for ownership of customer journeys and cross-functional collaboration to achieve successful CX …
Customer Experience News 94: Measuring CX Success, Customer-Centric Culture, Microsoft & Telstra
How to Measure CX Success (3min) The success of a customer experience program ultimately depends on the capacity of an organisation’s people to align behind and deliver it. This LinkedIn article …
Customer Experience News 93: Disney, Design Thinking, Empathy Mapping, Retail CX
How Disney Delivers Exceptional Experience (2min) Bruce Jones, Senior Director at the Disney Institute, outlines the Disney approach to creating a ‘common purpose’ that inspires the company’s employees to provide exceptional …
Customer Experience News 92: Journey Mapping, Employee Engagement, Starbucks & CX Tech
This week we journeyed south for our Customer Journey Mapping Workshop in Melbourne. Thanks to everyone who attended; there was a great energy in the room with lots of interaction, questions and contributions …
Customer Experience News 91: Users not Buyers, Customer Engagement & Data and Loyalty
This week we rolled up our sleeves & mastered Customer Journey Mapping in Sydney. Thanks to everyone for 100% energy; loved the enthusiasm & your trust in the process. Some photos from …
Customer Experience News 90: Bendigo Bank, Customer Journey, Sharing the Pain & Telstra
Click here to book your Melbourne Journey Mapping Masterclass Bendigo Banks on Customer (3min) As the Banking Royal Commission kicked off this week a timely reminder from Bendigo Bank, that a long term commitment …
Customer Experience News 89: CBRE, Culture Killers, Linking Customer & Purpose
Click here to book your February Customer Journey Mapping Masterclass Partnering the Key at CBRE (3min) Interviewed for CMO, Shelley McDowell, director of customer experience at property company CBRE, shares her insights on the …