Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …
Customer Experience News 157: Customer Hell!, Sephora Rewards, Storytelling in CX Conversation, Latest Employee & CSAT Research
My Husband’s Customer Hell! (3min)We’ve all been there, trying to make sense of a retail energy plan when the only thing you know for sure is that you’re likely to be worse off, …
My Husband’s Customer Hell!
Somewhere along the way, someone forgot to ask; what would our customer think about that? I’ll just give you the abridged version of this story to bring you up to …
CX Insight – For GOODNESS Sake
Post the ‘inquires we had to have’ in the banking, insurance and super industries, I’ve been reflecting on what I see as the heart of the problem – when organisations …
CX Insight – The Rise of Customer Journey Managers
In my latest email from the Customer Experience Professional Association (CXPA), I was interested to see the role of Journey Manager being advertised for BMW Group Financial Services Australia. I …
Customer Experience News 140: Purpose, Customer-Centricity, Retention & Best CX Quotes
CX Insight – What is the Purpose of My Work? (1min)Inspired by a recent article featured in the New York Times Magazine, Alex Allwood reflects on the purpose of work and how …
CX Insight – 3 Mapping Mantras
Another great Qualtrics Friday CX breakfast conversation, this time in Melbourne. For this presentation on ‘Customer Journey Mapping – A CX Management Framework’ I included my 3 Mapping Mantras. As …
Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey
CX Insight – Rediscover the Power of Customer Journey Mapping (1min) Alex Allwood shares her CX insight on how customer journey mapping can be utilised as a management framework to reduce the complexities of …
CX Insight – Rediscover the Power of Customer Journey Mapping
What a great start to the morning! Over 120 CX enthusiasts showed up for Qualtrics’ Friday CX breakfast conversation in Sydney. Presented by yours truly, the topic, ‘Customer Journey Mapping …
CX Insight – The Joyless Shopping Experience
Today, as customers, we expect both high-tech and high-touch experiences that make us feel good. As a practitioner in customer experience management I have high expectations of shopping experiences and, …