Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience

Alex Allwood Customer Experience, Customer Experience News, CX, journey mapping

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 …

Customer Experience News 90: Bendigo Bank, Customer Journey, Sharing the Pain & Telstra

Alex Allwood BENDIGO BANK, Customer Experience, Customer Experience News, CUSTOMER JOURNEY 0 Comments

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-Centric #GrowthHack – 3 Reasons to Incentivise Customer Empathy Interviews

Alex Allwood #GrowthHack, Customer Centric, Customer Experience, Customer Journey Mapping, EMPATHY 0 Comments

In my Customer Journey Mapping Workshops I teach the fundamentals of how to undertake in-depth customer interviews and I’m frequently asked for my opinion on incentives. In this customer-centric #growthhack …

Customer Experience News 72: Forrester CX Index, Tom Kelly on Innovation, Amazon Reviews and Journey Mapping Workshops

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping 0 Comments

Forrester Points to Emotion Before Execution (3-4min) According to CX expert Jeanne Bliss, the key takeaway from Forrester’s recently released US 2017 Customer Experience Index, is successful CX brands focus …