The Quickbite

Customer Experience News 153: Implementing Agile, Walmart’s Integrated Experience, Customer Value & ‘Phygital’ CX

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

‘No Plan B’ An Agile Approach to Agile (4-5min)How does a large, historically conservative corporation successfully implement an agile methodology? In this extended interview with McKinsey, three senior executives from New …

The Quickbite

Customer Experience News 144: Airbnb Disruption, CX Benchmark Report, Grow Your CX Budget & McKinsey on Omnichannel Experience

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

How Airbnb Disrupted Itself (2 min)Despite phenomenal early success, Airbnb decided in 2011 to utilise customer journey mapping and design thinking to change its entire product strategy. In this Forbes interview, one …

The Quickbite

Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey

Alex Allwood ALEX ALLWOOD, Customer Experience News, Customer Journey Mapping, CX Insight

CX Insight – Rediscover the Power of Customer Journey Mapping (1min) Alex Allwood shares her CX insight on how customer journey mapping can be utilised as a management framework to reduce the complexities of …