THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 208: Best CX & EX Books 2020-2021, Using Personas to Make CX Sticky and Fake Customer Reviews

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

Best CX & EX Books 2020-2021 (5min) Alex Allwood’s little yellow book, Customer Empathy: A Radical Intervention in Customer Experience Management and Design, has made the list of best Customer & …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 201: The Future of Customer Personalisation, Using Your CX Toolkit in Agile and Retail Nightmare Before Christmas

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

Facing the Future of Customer Personalisation (5min) The promise of ‘customer journey orchestration’ is real-time, cross-channel engagement that delivers highly relevant experiences at optimal points in the path-to-purchase. Early adopter …

customer empathy

Why Customer Empathy is Important in Customer Experience Management

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, CX Mangement, Experience Management

For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to …

The Quickbite

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 …

The Quickbite

Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra

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

Customer-Centric CX Metrics (3-4min) Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric. Designing …

The Quickbite

Customer Experience News 98: #GrowthHack, TED Talk, Experience Design & Marketoonist

Alex Allwood Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Experience Design Leave a Comment

  #GrowthHack Customer Journey Consistency (2min) This week Alex Allwood writes on the importance of developing customer experience vision and principles to guide employee behaviour and ensure the delivery of consistent experiences across the …