Profits Before People: Facebook Slammed (2min) This breaking news confirms what we have all suspected, Facebook puts ‘astronomical profits’ over people. Whistleblower Frances Haugen, recently shared thousands of pages of …
Customer Experience News 228: Digital Customer Journeys, Post-Pandemic Momentum & LEGO Innovates with AI
Digital Customer Journeys the Japanese Way (2min) A great Forbes article on how Lexus has adapted its digital CX. Starting with deep customer understanding through mapping the end-to-end customer journey, …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are …
Customer Experience News 205: VW Launches the World’s Smallest Showroom, Customer-Led Innovation, and Sense-Making, Digital Ecosystems & AI
Tech: The Smallest Showroom in the World (3-30min) VW steps into the experience economy – leading the way with the launch of their new Augmented Reality (AR)-powered showroom which enables …
Customer Experience News 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine
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 …
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 …
Who Are We Really Innovating For?
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
CMO Australia Opinion Piece: Disruption Down Under – What’s Amazon’s Real Competitive Advantage?
First Published in CMO Australia: https://goo.gl/GduXP9 Written by Alex Allwood and Published 23rd March 2017. Savvy shoppers wait in anticipation, while Australian retailers are gearing up for the onslaught. Amazon’s arrival …
Marketing Mag Opinion Piece: Customer-Centric Innovation is the New Black
First published in Marketing Mag: https://goo.gl/myWhXT Companies are under increasing pressure to continuously innovate, with smart brands realising that traditional methods of innovation don’t always reflect customers’ needs. It is the …
Marketing Mag Opinion Piece – How to leverage CX’s competitive advantage
First published in Marketing Mag: https://goo.gl/brQmm1 Companies need to walk the walk after all the CX talk, writes Alex Allwood. In today’s experience economy there are two kinds of marketers: the …
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