Journey Mapping

Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence

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

What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the …

Journey Mapping

Customer Experience News 166: Journey Mapping Do’s & Don’ts, Using Voice of Employee Insights & Improving Collaboration

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

Journey Mapping Do’s and Don’ts (3-4min)Creating a customer journey map does not necessarily guarantee the success of your CX initiatives – what matters is the quality of the process. In this article …

Journey Mapping

Customer Experience News 164: Inspirational Journey Mapping, Amazon Empathy Training, Self-Service CX & Company Culture

Alex Allwood ALEX ALLWOOD, Customer Experience, CX, CX Strategy, EMPATHY, journey mapping

How Your Journey Map Can Inspire Change (3min)If your beautifully crafted customer journey map has so far failed to deliver the desired results, or if you’re about to embark on your …

Journey Mapping

Customer Experience News 114: Mapping Methods, Service Design & MVCs

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, DESIGN THINKING, MAPPING

Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …

Journey Mapping

Customer Experience News 107: CX Case Study, CX ROI and Customer Journey Mapping

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, CX, EMPATHY

Customer Experience Case Study (3min) From GovTech magazine a government sector CX case study with universal relevance; where customer empathy, journey mapping and human-centred design combined to transform an overly complex, …

Journey Mapping

Customer Experience News 101: Journey Mapping Training, Jobs-to-be-Done, Design Thinking & Facebook

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, DESIGN THINKING

NEW Customer Journey Mapping Workshops  This week we launched our new Customer Journey Mapping Workshops in Melbourne and Sydney. Master customer journey mapping in these one-day intensive, ‘learn by doing’ training workshop …