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 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
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 …
Customer Experience News 203: Culture: Lego & GSK on Customer Centricity, Loyalty: A New World of Customer Loyalty? and Supply Chain: Speed & Flexibility the Key
Culture: Lego & GSK Talk Customer Centricity (2min) Who owns customer centricity? CMO’s from Lego and GSK discuss how customer centricity is informing agile and responsive organisational behaviour, how they are …
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 …