Rather than hibernating during the COVID-19 lock-down, I’ve been running my own ‘listen and learn’ program with CX and Marketing Leaders (CCO’s, CXO’s and CMO’s) to understand their challenges and …
CX in a Changing World: Learnings from CX Folk Panel Discussion
Firstly a big thank you to our panel of CX experts, Jason Bradshaw author of It’s All About CEX!, Jaquie Scammell author of Service Habits, Alex Allwood author of Customer …
Leading with Empathy: Safety is the New Customer and Employee Value
This article was first published in mycustomer.com COVID-19 has brought upon us frenetic change. Around the world, people have bunkered down. Our homes are now isolated and have become digital …
Customer Experience News 180: Empathy on the Front Line, Leadership in an Uncertain Future and Empathy in Action
Empathy on the Front Line (2-3min) From USA Today, some inspirational examples of how individuals across the US are responding to the unfolding COVID-19 crisis, by providing compassion, kindness and empathy …
Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design
How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article …
CX Leadership: Making Customer Centricity Sticky
This morning started like most. Part of my AM ritual is reading the latest CX news and views. A story on Deloitte’s CMO Survey caught my eye; it revealed that …
You’re Only as Good as the Quality of the Insight
There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
What’s Causing the Customer Empathy Deficit?
This is article an edited extract from Alex Allwood’s new book, Customer Empathy, A radical intervention in customer experience management and design. Available November 11, 2019. In my work I’ve …
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 164: Inspirational Journey Mapping, Amazon Empathy Training, Self-Service CX & Company Culture
How Your Journey Map Can Inspire Change (3min)If your beautifully crafted customer journey map has so far failed to deliver the desired results, or if you’re about to embark on your …