I’m off to S P A C E next week! A fresh, new, experiential conference concept. The aim is collaborative conversations that drive a positive contribution for the future of …
CX Insight – The Rise of Customer Journey Managers
In my latest email from the Customer Experience Professional Association (CXPA), I was interested to see the role of Journey Manager being advertised for BMW Group Financial Services Australia. I …
Customer Experience News 140: Purpose, Customer-Centricity, Retention & Best CX Quotes
CX Insight – What is the Purpose of My Work? (1min)Inspired by a recent article featured in the New York Times Magazine, Alex Allwood reflects on the purpose of work and how …
Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey
CX Insight – Rediscover the Power of Customer Journey Mapping (1min) Alex Allwood shares her CX insight on how customer journey mapping can be utilised as a management framework to reduce the complexities of …
Customer Experience News 128: Bain Research, Customer Value and Top 10 CX Podcasts
Bain on Delivering Customer Value (4-5min) This report from Bain, using data from a recent survey of more than 45,000 US consumers, explains the concept of ‘Elements of Value’ and shows how …
Customer Experience News 124: PayPal, Facebook Messenger, CSat & Great CX
How PayPal Champions its Customers (3-9min) In this McKinsey interview, PayPal CEO Dan Schulman, explains how putting the needs of customers ahead of certain business priorities has paid dividends, not only for PayPal’s …
Customer Experience News 121: Bridging Silos, CXM Trends & Professional Development
Changing the Silo Status Quo (3min) In Oracle’s SmarterCX this week, Alex Allwood’s feature article explains why customer empathy is the key to bridging organisational silos that impede customer experience efforts and how empathy enables …
Bridging Organizational Silos With Customer Empathy
First published in Oracle SmarterCX: https://smartercx.com/bridging-organizational-silos-with-customer-empathy/ Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often …
Customer Experience News 112: Measuring CX Success, Customer Journey Analytics & Employee Experience
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
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 …