THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves

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

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 …

The Quickbite

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 …

The Quickbite

Customer Experience News 123: Mass Customisation, NPS vs NetCNS and VoC

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

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’ …