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 …
Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance
Welcome Back! It’s our first edition for 2021 and whilst we continue with ‘business-un-usual’, it’s great to hear renewed energy and optimism in conversations with other CX folk. The new …
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 189: Customer Care Fail, Customers Want Back-to-Basics and Employee Journeys the Key to EX Success
In the News – Boutique Bank’s Customer Care Fail (2min) At a time when empathy, transparency, communication and care for customers are the hallmarks of genuine customer-first companies, ASIC has lashed …
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 …
CX Insight – For GOODNESS Sake
Post the ‘inquires we had to have’ in the banking, insurance and super industries, I’ve been reflecting on what I see as the heart of the problem – when organisations …
CX Insight – What Is The Purpose Of My Work?
In this week’s CX Insight I reflect on an article I read recently in the New York Times Magazine, ‘The Future of Work’. The article explores a prevailing workplace sentiment …
Customer Experience News 131: Organisations of the Future, NPS & Business Leaders Survey
The ‘Organisation of the Future’ is Already Here (4min) A common theme at the recent 2018 Global Peter Drucker Forum was the rise of large scale, ‘post-bureaucratic’ organisations and how they have successfully adapted to …