Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience

Alex Allwood Customer Experience, Customer Experience News, CX, journey mapping

How to Measure CX Success (3min) Using simple examples and a 5-step process, this article explains how data linkage can be utilised to evaluate the effectiveness of CX strategy and build a business case for …

Customer Experience News 106: Experience Retail, Gartner, CX Focus & Personalisation

Alex Allwood Customer Experience, Customer Experience News, CX, Experience Retail, PERSONALISATION

 The Rise of Experience Retail (2min) Retailers already under pressure from online competitors are now facing a new wave of competition from ‘experience retail’ brands, focused on creating exceptional bricks and mortar shopping experiences for …

With Amazon’s Imminent Arrival Are You Customer Experience Ready?

Alex Allwood #GrowthHack, Customer Experience, Customer Journey Mapping, Customer-Centric 0 Comments

There’s a lot of talk about Amazon decimating Australian retail with their seamless customer experiences and customer-led innovations. In this customer-centric #growthhack we explore leveraging customer insight for real competitive …

Customer Experience News 72: Forrester CX Index, Tom Kelly on Innovation, Amazon Reviews and Journey Mapping Workshops

administrator Customer Experience, Customer Experience News, Customer Journey Mapping 0 Comments

Forrester Points to Emotion Before Execution (3-4min) According to CX expert Jeanne Bliss, the key takeaway from Forrester’s recently released US 2017 Customer Experience Index, is successful CX brands focus …