Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A …
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 …
Customer Experience News 237: Dirty Experience Design Secrets, Customer Deception and the Impact of Empathy
Dirty Experience Design Secrets (2-3min) A must-read from FastCompany for CX, Service Design and Experience Design folk. Alex read this article and gasped at the ‘dirty secret’ the author claims …
Customer Experience News 236: Facebook Slammed, Customer-Led Innovation Driving Profit and Save the Date!
Profits Before People: Facebook Slammed (2min) This breaking news confirms what we have all suspected, Facebook puts ‘astronomical profits’ over people. Whistleblower Frances Haugen, recently shared thousands of pages of …
Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times
CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client …
CEO’s Who Are Demonstrating Customer Empathy in Action
Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX …
Who Will Serve Me? Looking at Customer Experience Differently
In the not too distant future, you’ll be old too. Just like my dad of 80, you’ll realise that you’ve become invisible to the likes of your bank, telco and …
Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …
Using Customer Empathy Mapping to Connect and Engage Teams
Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be like herding cats. It can feel …