In most organisations, churn is silent. Customers rarely complain at the point of exit. Their decision to leave is typically made earlier, triggered by accumulated friction or a competitive alternative …
The next competitive advantage: Amazon changed the way we shop. AI is changing the way we make decisions.
Why experience-led AI and not efficiency-led AI is the next competitive advantage In the nineties, Amazon played a central role in how we choose, decide and purchase. From a customer’s …
Why Customer Journey Mapping Fails Without Rigour
The Problem Most organisations approach customer journey mapping from the inside out. The exercise is typically led by internal stakeholders: marketing, operations or service delivery, who describe what they believe …
Customer Experience News 239: CX Predictions 2022, HBR: Low-Profit Customers, What Successful CX Leaders Do
Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this …
Customer Experience News 235: CX Leader Shares Lessons Learned, Fostering Trust & Giving Hope and Creative Thinking for Curious People
CX Leader Shares 4 BIG Lessons Learned (3min) The average tenure for a CX leader is between 12 and 24 months. Nancy Porte spent eight years in a global CX …
Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times
CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client …
Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?
Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …
Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling
Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …
Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience
CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply …
CX Leadership: The Last Word
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, …