01 | NOT WALLPAPER is a weekly post about what is changing in customer value and growth: behaviour, acquisition, retention and churn, journeys, service, customer experience and AI. Bunnings rolled …
Wesley Mission: Customer Experience Event Keynote Speaker
A big thank you to Wesley Mission for the opportunity to share my signature customer experience keynote for their Growing Our Impact team event in Sydney. I joined around 30 …
Customer Experience Keynote Speaker for Banking Conference
A big thank you to People First Bank for inviting me to speak at their All Kinds of Good conference in Adelaide. As a keynote speaker in Customer Experience and …
AI, Dynamic Pricing and the CX Impact
Dynamic pricing Dynamic pricing has been around for a long time. Airlines, hotels and ride-sharing have always adjusted prices based on supply and demand. Over the past two weeks, there …
Customer Retention Gets Tested When Times Are Tough
Customers don’t just buy price. They buy value. Yesterday, I heard a senior leader briefing her team. No corporate deck. No polished narrative. Just the reality now. Pointing to the …
Blockchain Boosts Brand Trust
Brands are fighting back. As AI makes it easier to fabricate convincing digital and physical replicas, technologies that enable independent verification are becoming more important. Luxury brands were early adopters, …
Customer Retention Strategy – Metrics First
In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …
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 …
Inspirational Books and Applying Learnings in Customer Empathy
In writing my latest book, Customer Empathy: A radical intervention in customer experience management and design, there were four books in particular that helped me shape the narrative and inspired …
Customer Experience News 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour
CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …