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 …
Customer Experience News 129: Emotional Connection, Which Journey to Map & CCO to CEO
5 Ways to Forge an Emotional Connection With Customers (3min) This article from Forbes details five ways businesses can forge an emotional connection with customers to gain insights that inform better experience design, improved communication …
Customer-Centric Hack: Customer Segmentation for Customer Experience Mapping
Just back from my last customer journey mapping workshop for this year – a big shout out to all workshop participants who trusted the process, embraced ambiguity and learned how-to …
Bridging Organizational Silos With Customer Empathy
First published in Oracle SmarterCX: https://smartercx.com/bridging-organizational-silos-with-customer-empathy/ Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often …
Customer Emotion Graph – Using Visual Language to Tell Your Customer’s Story
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, …
Customer Experience News 117: Empathy, AGL, Customer Journeys & Nike
When Empathy Matters Most (2-3min) A thought provoking article from HBR about one aspect of customer experience that even the most customer-centric organisations may not have adequately planned for. CX Leadership at AGL (3min) In CMO this …
Customer Experience News 115: Service Safari, Journey Mapping, WOM & CEO’s
#GrowthHack: Service Safari Starts the Journey (2min) This week, Alex Allwood explains how a ‘service safari’ can be utilised to engage cross functional groups at the very start of the customer journey mapping process. …
Customer-Centric #GrowthHack: Start Your Customer Journey Map with a Service Safari
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other …