Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A radical intervention in customer experience …
Customer Experience News 239: CX Predictions 2022, HBR: Low-Profit Customers, What Successful CX Leaders Do
Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this type featured in Quickbite! A …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are living organisational values rather than …
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 84: #GrowthHack, Co-Design and CX vs Brand
#GrowthHack Are You CX Ready? (4min) This week’s Customer-Centric #GrowthHack asks, is your business customer experience ready for Amazon’s arrival? Alex discusses market disruption and the source of future competitive advantage. Using Co-Design to Conquer CX Challenges (3-4min) A …
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 …
Customer Experience News 82: Carnival, Personalisation, Journey Maps and CX Quotes
Carnival Does a Disney (5-6min) Carnival has taken a lead from Disney’s MagicBand technology and introduced wearable tech to its 3,500 passenger cruise ship Regal Princess. In this article for Fast Company, the key players behind …
Customer Experience News 81: Netflix, Zappos, Virtual Reality and Loyalty
Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ legal letter sent to fans …
Customer Experience News 76: Sydney Workshop Wrap, Customer-Centric Leaders & AI
Journey Mapping Workshop – WOW! (2min) Our first Customer Journey Mapping Workshop in Sydney this week was a great success. Everyone approached the day with enthusiasm – giving 100% energy, exploring new learning with curiosity and …
Customer Experience News 75: LinkedIn Customer & Culture, Experiential Design, Melbourne Workshop & Super Retail
How LinkedIn Links Customer & Culture (2-3min) According to LinkedIn’s VP of Customer Operations, the company’s phenomenal success is driven by a culture where employees at every level of the business are empowered to make decisions …