THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 224: Google’s Murky Customer Workarounds, Digitising an 80-Year-Old Brand & Stealing Customer-Centric Secrets

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX, CX Management, QUICKBITE

Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap 

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY, QUICKBITE

Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Customer Journey Mapping, CX Mangement, QUICKBITE

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance

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

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 …

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 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine

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

Innovation: Home Delivered Fuel – What Next? (3min) HBR asks, how often are we really innovating to solve customer problems? For example, when the ‘job to be done’ by customers is …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine

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

New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in …