CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …
Customer Experience News 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves
Who Will Serve Me? (3-4min) In this week’s Quickbite, Alex examines the practice of Customer Experience through the lens of her 80-year-old dad who has become all but invisible to …
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 166: Journey Mapping Do’s & Don’ts, Using Voice of Employee Insights & Improving Collaboration
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 …
Customer Experience News 139: Mapping Mantras, VoC, CX Pro Skills & Customer Listening
CX Insight – 3 Mapping Mantras (1min)In this week’s CX Insight Alex Allwood shares her ‘3 Mapping Mantras’ to help CX enthusiasts focus their energies and efforts in 3 critical areas …
Customer Experience News 123: Mass Customisation, NPS vs NetCNS and VoC
How Carnival Mass Customises Guest Experiences (3min) Cruise operator Carnival is now hyper-personalising guest experiences at scale with the recent launch of their high-tech Ocean Medallion. Experience guru Joe Pine explains how the device ‘efficiently, seamlessly and amazingly’ …
Customer Experience News 120: Customer Care, Unconscious Bias & Thomas Cook’s VoC
Have We Lost the Art of Caring? (2-3min) Empathetic leadership, argues Alex Allwood, is one of the key factors in driving customer-led organisational change. Using examples from both the public and private sectors, this article illustrates how a lack …
Marketing Mag Opinion Piece: Does Your Company Exist In A Cone Of Silence?
First published in Marketing Mag: https://goo.gl/OaUDEe In this article, author Alex Allwood outlines the 5 pillars of designing a successful Voice of Customer (VoC) program in her seventh article based on …
Let the Customer Voice be Heard
Amongst marketing leaders there’s an insatiable appetite for usable customer intelligence to improve experiences. From customer data comes deeper understanding of customer needs that inform a brand’s product and service …