Customer Experience News 154: Customer Revolution is Coming, Why CX Fails, Marcoms Move to Problem Solving & Top 20 CX Metrics

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, customer-centric culture, CX Strategy

Are You Ready for the Revolution? (3min)Starcom’s Future of Connected Living research report marks 2019 as the start of the ‘Third Connected Era’ in digital living. The report warns of profound changes …

Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX

Customer-Centric CX Metrics (3-4min) Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric. Designing …