I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 201: The Future of Customer Personalisation, Using Your CX Toolkit in Agile and Retail Nightmare Before Christmas
Facing the Future of Customer Personalisation (5min) The promise of ‘customer journey orchestration’ is real-time, cross-channel engagement that delivers highly relevant experiences at optimal points in the path-to-purchase. Early adopter …
Customer Experience News 199: Customer Empathy Nudges, Making Sense of the ‘Messy Middle’, Frictionless Journeys and a Fashion Fightback
Are You Using Customer Empathy Nudges? (3min) Interviewed by Bill Stakios for his new podcast Be Customer Led, Alex Allwood poses the question ‘How often are we really discussing customer …
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 …
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 …
Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa
‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on …
Customer Experience News 155: Siloed CMOs, Emotional Experiences, Relieving Customer Pain & Qantas CCO
Siloed CMO’s Fading Fast (3min)In what is a growing trend in the US, McDonalds is the latest company to ditch the role of Chief Marketing Officer (CMO), following the lead of other …
Customer Experience News 141: The Rise of Customer Journey Managers, McKinsey & CCOs
CX Insight – The Rise of Customer Journey Managers (1min)In this week’s CX Insight, Alex Allwood discusses the evolution of the Customer Journey Manager and the increasingly important role Journey Managers …
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-Centric #GrowthHack: Agile Customer Doing
Agile leadership is a prerequisite for managing rapid shifts in customer expectations. Typically, the first 100 days are critical in making a positive mark and creating sustainable, customer-centric change for …
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