Expert ‘Building Blocks’ Guide CX Success (3-4min ea.) The Customer Experience Professionals Association (CXPA) has created a “CX Building Blocks” series designed to help practitioners establish or strengthen their CX capability. Featuring advice from internationally …
Customer Experience News 197: Customer Needs the New Normal, Empathy Key to Enhanced CX and The Fake Review Epidemic
Needs Not Wants the New Normal (3min) Responding to findings from McKinsey’s US Consumer Sentiment surveys, senior partner Kelly Ungerman shares four essential CX practices that will help retailers and other businesses frame their short-term …
Customer Experience News 196: Winning in the New World, Peter Fader on Loyalty & Customer Value and Emotional Intelligence
Winning in the New World (5min) A timely and in-depth article from the Australian Institute of Company Directors on how smart businesses can capitalise on the shifts in consumer behaviour brought about by the pandemic. …
Customer Experience News 195: New Moves from the Pandemic Playbook, Transcending Transactional CX & AMEX Supercharges Survey Response Rates
New Moves from the Pandemic Playbook (4min) This week we share Part Two of a new research study by customer experience consultancy All Work Together, which reveals how Marketing and CX leaders and their organisations …
Research Study: Marketing & CX Leadership in the Crisis Economy – Part Two
Part 2: Pandemic Perspective: Leadership Decision Making in Uncharted Territory There is no playbook for this pandemic. Leadership teams in 2020 are navigating uncharted territory to rapidly respond to this crisis with a mandate …
Customer Experience News 194: New Research Reveals CX Leadership in the Crisis Economy and How Deep Listening Delivers Deeper Customer Insights
New Research Reveals CX Leadership in a Crisis (4min) A new research study by leading customer experience consultancy All Work Together, reveals how executive Marketing and CX leaders mobilised their employee teams to rapidly respond …
Research Study: Marketing & CX Leadership in the Crisis Economy – Part One
Part 1: Keeping employees and customers physically and emotionally safe As CMO’s, CCO’s and CXO’s respond to the COVID-19 crisis, our study captures their priorities, decision making frameworks and strategies in this time of crisis. …
Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design
Avoiding the Pitfalls of ‘NPS for All’ (3min) Whilst acknowledging the value of NPS and other customer satisfaction metrics, this article from CustomerThink identifies the dangers of giving NPS goals to every employee in your business and …
Customer Experience News 190: Sainsbury’s CMO Promotion, Can the Experience Economy Make a Comeback and Making Remote Collaboration Work
In the News – Sainsbury’s Promotes CMO to Board (2min) In the news this week, in ‘a strategic move designed to help the supermarket get closer to it’s customers’, the new CEO of Sainsbury’s Simon Roberts …
Customer Experience News 188: Forbes Ranks Top Corporate Responders, Shaping Remote Work and New World Impacts Profits & Growth
Forbes Ranks Top Corporate Responders (4-5min) Forbes has just released new research that ranks the 100 largest employers among US public companies based on how well they have responded to the crisis. Listed here are the …