THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX, CX Management, QUICKBITE

Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Mangement, QUICKBITE

Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Mangement, EMPATHY, journey mapping, QUICKBITE

Journey Mapping – Which Research Method? (3min) When customer data isn’t used in mapping the customer journey, then the mapping process is assumptive; that is, based on the business’s point of …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 218: CX Experts Review ‘Customer Empathy’, What’s Your Customers’ Job to Be Done? and Sustaining CX Success

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

CX Experts Review ‘Customer Empathy’ (3min) This was quite an undertaking in time and effort from the group of CX experts who purchased, read and reviewed Alex’s book, Customer Empathy …

CX Courses Online Advanced Customer Journey Mapping

NEW CX Courses Online with Alex Allwood

Alex Allwood ALEX ALLWOOD, Customer, Customer Centric, Customer Experience, CUSTOMER JOURNEY, Customer Journey Mapping, CX, journey mapping

Alex Allwood’s CX Courses Online announced the global launch of a new Advanced Customer Journey Mapping Online Course. Allwood said, “It’s a new way to learn called Immersive CX Learning”. …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 217: Scaling Customer Listening, The CCO – Why This Role is Needed, Telstra’s T22 Transformation

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, QUICKBITE

Scaling Customer Listening Across Twilio (3min) In this article for Inc. founder of Twilio explains how he scaled customer listening across the business and why one-to-one communication with customers is changing …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Mangement, CX Strategy, EMPATHY, journey mapping, QUICKBITE

Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …