Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, …
World’s Best Case for Customer-Centric Growth
Ever read an article that makes you see red? Perhaps one that includes an opinion like this: “But some of the norms have become more than that, more like fundamental …
Why it’s Critical to Understand Your Customers’ New World
Why it’s Critical to Understand Your Customers’ New World A number of my most sacred and long-held daily routines and activities have, over the past few months, changed and been …
You’re Only as Good as the Quality of the Insight
There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
CX Leadership Trends 2020: From Little Things Big Things Grow
First published in SmarterCX, December 17, 2019 In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX …
Why Customer Empathy is Important in Customer Experience Management
For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …
Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management
Big Brother’s Secret Consumer Scores (3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file …
What’s Causing the Customer Empathy Deficit?
This is article an edited extract from Alex Allwood’s new book, Customer Empathy, A radical intervention in customer experience management and design. Available November 11, 2019. In my work I’ve …
Customer Experience News 145: NPS Debate, CX Leadership, Meet the X-Suite and Jeff Bezos
NPS Debate Missing the Mark (2 min)A recent Wall Street Journal article described NPS as a “dubious management fad”. In response, Richard Owen argues that regardless of the customer metric, the real focus …
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