Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design

Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in the post-pandemic economy. The recommendations …

Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation

5 Ways to Close the In-Moment Feedback Gap (3min) Last week Alex posted this question on her LinkedIn profile, ‘When a customer makes a discrete complaint in an informal way, such as directly to a …

Customer Experience News 161: The Ripple Effect: What CEOs Value Most, Calculating CX ROI, Top 10 CX Success Stories & Airbus Tracks Toilet Trips

The Ripple Effect: What CEOs Value Most (2min)Alex Allwood writes on the importance of leadership behaviours in shaping an organisation’s customer-centric culture. Using examples from this week’s  news media to demonstrate how few businesses actually walk-the-talk when it …