THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 233: Journey Mapping vs Touchpoint Mapping, CMOs Seat at the Table & Turning Customers into Profit Peaks

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX, CX Management, CX Strategy, EMPATHY, journey mapping

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 …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity

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

Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online

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

Journey Mapping – Which Research Method? (3min) When customer data isn’t used in mapping the customer journey, then the mapping process is assumptive; that is, based on the business’s point of …

THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs

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

Customer Journey Mapping: Going Deep (3-4min) In Alex’s first opinion piece for 2021 she takes a deep-dive into customer journey mapping. Alex argues that even with the availability of sophisticated …

Customer Journey Mapping

Customer Journey Mapping – Understanding How Customers Think, Feel and Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, CUSTOMER JOURNEY, Customer Journey Mapping

The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how customers think, feel and experience remains …