Customer Experience News 199: Customer Empathy Nudges, Making Sense of the ‘Messy Middle’, Frictionless Journeys and a Fashion Fightback

Are You Using Customer Empathy Nudges? (3min)
Interviewed by Bill Stakios for his new podcast Be Customer Led, Alex Allwood poses the question ‘How often are we really discussing customer needs in our daily stand-up, executive team or project meetings?’ and explains how empathy nudges can be utilised in these forums to help employees develop and improve empathetic customer connection.

Making Sense of the ‘Messy Middle’ (2min)
B&T previews the latest episode of Rethink, a podcast by Think with Google, where industry leaders share their insights into how marketers can better understand the ‘messy middle’ of non-linear customer journeys in the online path to purchase.

Frictionless Journeys the End Game at Optus (3min)
From customer loyalty to chatbots, Optus head of digital consumer, Vaughan Paul, talks to CMO about emerging CX trends and how the telco is adapting to engage with customers more online and digitally through the coronavirus pandemic.

Fashion Fightback – Cue Connects Online (3min)
Australian fashion brand Cue has responded to COVID-19 restrictions by taking their online customer experience to a new level; digitising the in-store retail experience and bringing a personal touch to e-commerce that is driving conversion rates and order values.

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