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 …
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 …
Customer Experience News 150: Experience Economy Update, Decoding Customer Emotion, Forrester CX Index & CX Best Practice
Joe Pine’s Experience Economy Update (2-3min)Joe Pine and James Gilmore famously coined the phrase ‘the experience economy’ over 20 years ago. In this interview, Joe Pine shares his thoughts on the current …
Customer Experience News 116: Bain CX Trends, Zappos Culture & Medibank
Bain Reports on CX Tools and Trends (5min) The results are in from Bain & Company’s first comprehensive, global analysis of customer experience tools and trends. Executives at over 700 companies were …
Customer Experience News 99: #GrowthHack, Co-Creating Value, CX Trends & AMP
#GrowthHack Communication Key to CX Transformation (2min) This week Alex Allwood writes on the importance of formalising an internal customer communication program, to maintain momentum in the delivery of your customer …