Customer Experience News 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation

CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves customer conversations are helping them …

Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge

The New Customer-Centric Metric (3min) This thought-provoking article from HBR argues that traditional metrics such as Net Promoter Score (NPS) do little beyond contributing to company-centric KPI’s. The alternative, as both a lever for, and predictor …

Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence

What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the causes of this customer empathy deficit.  …