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 …
Customer Experience News 233: Journey Mapping vs Touchpoint Mapping, CMOs Seat at the Table & Turning Customers into Profit Peaks
Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the …
Customer Experience News 149: Gartner VP Interview, Personas, Customer Insights and Adobe Experience Index
Gartner VP Ups the Ante (2-3min) In this wide-ranging CMO interview, Gartner VP and leading analyst Don Scheibenreif discusses current perceptions of customer experience, the stumbling blocks to CX maturity and …
Customer Experience News 135: CX Insight, CRM & CX Implementation and Future CX.
CX Insight – The Joyless Shopping Experience (1min) Alex Allwood shares her CX insight on on how great product experiences are so often compromised by poor experiences in servicing and technology. How …
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 113: Innovation, Gartner Report & Online CX.
Who Are We Really Innovating For? (2min) Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained …
Customer Experience News 106: Experience Retail, Gartner, CX Focus & Personalisation
The Rise of Experience Retail (2min) Retailers already under pressure from online competitors are now facing a new wave of competition from ‘experience retail’ brands, focused on creating exceptional bricks and mortar shopping experiences for …
Marketers put Customer Experience on their agenda
It was only a matter of time before customer experience appeared on the agenda of Chief Marketing Officers. In a highly competitive and commoditised marketplace brands are finding it increasingly …
10 Customer-Centric Initiatives to kick start 2016
If this year is anything like the last, the Australian marketplace is shaping up for further competitive pressures; commoditisation is leaving little if any distinct differentiation, there will be rapid …