Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this …
Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?
Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …
Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business
Forrester’s CX Predictions for 2021 (1min) A quick look at some of the key customer experience take outs from Forrester’s ‘Predictions 2021’ research. Notably, the flow-on effects of the pandemic …
Customer Experience News 181: Creating New Customer Value in a Crisis, Forrester Takes Consumer Pulse and Work-from-Home Collaboration
Creating New Customer Value in a Crisis (2-3min) Writing for mycustomer’s new content hub, Corporate Social Responsibility During COVID-19, Alex Allwood identifies some of the good, bad and ugly responses to …
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 …
Customer Experience News 122: Gartner B2B Journeys, Southwest Airlines, Culture & Forrester
Gartner on the B2B Customer Journey (2-3min) Latest research from Gartner shows the widely-held assumption that B2B customer journeys are linear is fundamentally flawed. This article from Forbes uses the Gartner findings to illustrate what a B2B …
Customer Experience News 102: #GrowthHack, Agile Innovation, Forrester and Vodafone
#GrowthHack: Being Customer Remarkable (2min) This week, Alex Allwood writes about her experience mentoring startup business AbleFinder and discusses their approach to problem solving the social challenge of community isolation for families with disabled …
2018 Predictions – The Year Ahead
In this week’s 2018 Predications briefing, Forrester focused on 3 themes: Customer Experience, the Digital Crisis and the Rise of Intelligent Agents. Forrester has branded 2018 ‘a year of reckoning’. …
Qualtrics CXweek™ 2016: Top Tips and Quotes from the Pros
From May 17-20 we enjoyed this year’s Qualtrics CXweek™, “The Largest Customer Experience Event in World”. Alongside Holla’s own CEO Alex Allwood, 41 highly respected Customer Experience professionals from around …
Woolies Chairman Backs Customer-First
When Woolworths’ newly elected chairman Gordon Cairns fronted the media recently, he stated he would turn Australia’s biggest retailer around by appointing a strong leadership team and putting customers first. …
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