How Your Journey Map Can Inspire Change (3min)If your beautifully crafted customer journey map has so far failed to deliver the desired results, or if you’re about to embark on your first ever mapping project, this …
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 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 …
Customer Experience News 89: CBRE, Culture Killers, Linking Customer & Purpose
Click here to book your February Customer Journey Mapping Masterclass Partnering the Key at CBRE (3min) Interviewed for CMO, Shelley McDowell, director of customer experience at property company CBRE, shares her insights on the importance of working with their …
Customer Experience News 83: Amazon, People-Centricity, CX Leadership & Solving Silos
Amazon Update (3min) A Special Report from The Economist on how Amazon, the “Earth’s most customer-centric company” became what it is today – and how it plans to evolve into the future by enmeshing itself even …