B2C vs B2B Journey Mapping (3min) In talking with CX folk from around the world Alex is asked all sorts of CX questions which we thought might be of interest …
Mapping a B2C Customer Journey and a B2B Client Journey. What’s the Difference?
Journey Mapping Q&A with Alex Allwood In talking with CX folk from around the world; on Clubhouse, in webinars, online seminars and conferences, I’m asked all sorts of CX questions …
Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail
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 …
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of Quickbite readers wanted to know more about how to capture emotion and …
Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs
Customer Journey Mapping: Going Deep (3-4min) In Alex’s first opinion piece for 2021 she takes a deep-dive into customer journey mapping. Alex argues that even with the availability of sophisticated …
Customer Journey Mapping – Understanding How Customers Think, Feel and Experience
The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how customers think, feel and experience remains …
Why it’s Critical to Understand Your Customers’ New World
Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
Customer Experience News 166: Journey Mapping Do’s & Don’ts, Using Voice of Employee Insights & Improving Collaboration
Journey Mapping Do’s and Don’ts (3-4min)Creating a customer journey map does not necessarily guarantee the success of your CX initiatives – what matters is the quality of the process. In this article …
Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech
How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers …
Customer Experience News 139: Mapping Mantras, VoC, CX Pro Skills & Customer Listening
CX Insight – 3 Mapping Mantras (1min)In this week’s CX Insight Alex Allwood shares her ‘3 Mapping Mantras’ to help CX enthusiasts focus their energies and efforts in 3 critical areas …