Last night was our first CX Folk meetup. The meeting was a great success; we raised $400 for the Australian Red Cross Bush Fire Appeal, and came together to connect …
Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz
3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …
Customer Experience News 165: Improve Your NPS, The ‘Experience Factory’, Optus 2020 CX Vision and CX Education
How to Improve Your NPS (3min)Referencing business examples, this HBR article explains how you can improve your NPS. It also shows how surveys conducted across the customer value chain can reveal the …
Customer Experience News 163: Top 50 CX Brands, NAB’s Customer Culture, Assessing CX Governance, What’s in a Name?
Top 50 CX Brands Revealed (2-3min)The latest KPMG Customer Experience Excellence report ranks the top 50 CX brands in Australia, but warns that a siloed approach in many businesses is limiting the effectiveness of …
CX Leadership – Wise Words from the Godfather of Customer Experience
Image: courtesy Qualtrics Ok I admit it … after meeting Bruce Tempkin this week – I have a little CX crush! Not only is he a customer experience management (CXM) …
CX Insight – The Power of 360 Customer Listening
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 …