How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers with exceptionally high expectations. Are …
Customer Experience News 159: CX Academy at Optus, Customer Participation Pitfalls, IBM Reinvention and DJ’s Dilemma Solved
CX Academy Engages Optus Employees (2min)In the five months since Optus launched its CX Academy, over 300 employees have already completed at least one of the masterclasses on offer. Not only does the program aim to enhance …
Customer Experience News 158: Empathy in Business, Lenovo Backs CX, Amazon Beware! & Crazy Customer Loyalty
Does Business Benefit from Customer Empathy? (2-3min)New research from the University of Melbourne assesses the impact of empathy in business. Professor Liliana Bove shares some important insights into the benefits and limitations of empathy and answers the all …
Customer Experience News 157: Customer Hell!, Sephora Rewards, Storytelling in CX Conversation, Latest Employee & CSAT Research
My Husband’s Customer Hell! (3min)We’ve all been there, trying to make sense of a retail energy plan when the only thing you know for sure is that you’re likely to be worse off, and the only question is by …
Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa
‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on Adelaide city council’s efforts to …
Customer Experience News 155: Siloed CMOs, Emotional Experiences, Relieving Customer Pain & Qantas CCO
Siloed CMO’s Fading Fast (3min)In what is a growing trend in the US, McDonalds is the latest company to ditch the role of Chief Marketing Officer (CMO), following the lead of other brands such as Coca-Cola, Hyatt, …
Customer Experience News 154: Customer Revolution is Coming, Why CX Fails, Marcoms Move to Problem Solving & Top 20 CX Metrics
Are You Ready for the Revolution? (3min)Starcom’s Future of Connected Living research report marks 2019 as the start of the ‘Third Connected Era’ in digital living. The report warns of profound changes to consumer behaviour and a …
Customer Experience News 153: Implementing Agile, Walmart’s Integrated Experience, Customer Value & ‘Phygital’ CX
‘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 Zealand telco Spark, share their …
Customer Experience News 152: Organisational Purpose, CMO to CXO, Augmented Reality and Healthcare CX
For GOODNESS Sake (1-2min)In this week’s Insight, Alex Allwood argues that to avoid merely delivering a ‘brighter shade of lipstick on the pig’, transformative organisations must successfully bridge the ‘Purpose Gap’ – building purpose into their culture to …
Customer Experience News 151: Co-Creation, Digital Service Experience, Amazon Innovation, CX Nightmare
5 Ways to Co-Create With Customers (1-2min)Instead of seeing customers as simply the end users of a product or service, this article argues that organisations need to invite their customers to help co-create the experiences they want and …