Journey Mapping

Customer Experience News 165: Improve Your NPS, The ‘Experience Factory’, Optus 2020 CX Vision and CX Education

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, EMPATHY

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 …

Journey Mapping

Customer Experience News 164: Inspirational Journey Mapping, Amazon Empathy Training, Self-Service CX & Company Culture

Alex Allwood ALEX ALLWOOD, Customer Experience, CX, CX Strategy, EMPATHY, journey mapping

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 …

Journey Mapping

Customer Experience News 162: CX Report on Leaders & Laggards, Government CX Strategy, Experience Design and CX Day 2019

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy, QUICKBITE

Tempkin Report Rates CX Management (3min)The State of Customer Experience Management, 2019 CX report, authored by Bruce Tempkin, has identified that only 6% of the 212 companies surveyed globally have achieved top-level CX …

Journey Mapping

Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, EMPATHY

Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and …

Journey Mapping

Customer Experience News 148: CX Recession Proofing, The CXO, Temkin Interview & Vaynerchuk on Empathy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, customer-centric culture, CX, QUICKBITE

How CX Can Recession-Proof Your Business (1-2min)With the ‘R’ word on everyone’s lips lately, this timely article from CMSWire argues that a renewed focus on customer experience will not only help …

Journey Mapping

Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy

Customer-Centricity Starts at Home (2min)This article from Business Live argues that even in the world’s most customer-centric companies, no two customer-centricity strategies are the same. What they do have in common …