Maybe I’m too close to my CX work or maybe I’ve just been spoiled by my current provider. In my world, delivering great experiences is more than caring for customers, …
Customer Experience News 122: Gartner B2B Journeys, Southwest Airlines, Culture & Forrester
Gartner on the B2B Customer Journey (2-3min) Latest research from Gartner shows the widely-held assumption that B2B customer journeys are linear is fundamentally flawed. This article from Forbes uses the Gartner findings to illustrate what a B2B …
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 100: CX Leadership, EI, Citi and McKinsey
5 Essential Qualities of a Customer-Centric Leader (3min) To introduce our 100th Quickbite this week Alex Allwood outlines the top five qualities business leaders will need to deliver customer-led transformation. Emotional …
Customer Experience News 97: Customer-Centric Culture, CX Budgets and Leadership
4 Strategies to Inspire a Customer-Centric Culture (3min) Even the most well-resourced customer experience program cannot succeed without employee buy-in across the business. This article from CustomerThink outlines four simple, yet …