Who Will Serve Me? (3-4min) In this week’s Quickbite, Alex examines the practice of Customer Experience through the lens of her 80-year-old dad who has become all but invisible to his bank, telco and utilities …
Customer Experience News 229: 4 Customer Journey Strategies, McDonald’s First-Ever CCO and Citizen Engagement
HBR: 4 Customer Journey Strategies (4-5min) The authors of this HBR article conducted a comprehensive study of customer preference and report simplicity across the customer journey as a top priority for consumers in boosting value …
Customer Experience News 228: Digital Customer Journeys, Post-Pandemic Momentum & LEGO Innovates with AI
Digital Customer Journeys the Japanese Way (2min) A great Forbes article on how Lexus has adapted its digital CX. Starting with deep customer understanding through mapping the end-to-end customer journey, the company identified key communication …
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 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail
Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion and explores how to capture …
Customer Experience News 201: The Future of Customer Personalisation, Using Your CX Toolkit in Agile and Retail Nightmare Before Christmas
Facing the Future of Customer Personalisation (5min) The promise of ‘customer journey orchestration’ is real-time, cross-channel engagement that delivers highly relevant experiences at optimal points in the path-to-purchase. Early adopter organisations are already exploring an …
Customer Experience News 199: Customer Empathy Nudges, Making Sense of the ‘Messy Middle’, Frictionless Journeys and a Fashion Fightback
Are You Using Customer Empathy Nudges? (3min) Interviewed by Bill Stakios for his new podcast Be Customer Led, Alex Allwood poses the question ‘How often are we really discussing customer needs in our daily stand-up, …
Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech
How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers with exceptionally high expectations. Are …
Customer Experience News 156: Council’s Customer Journey, Why Customer-Centricity Matters, 2019 Most Innovative Companies & Bupa
‘City of Caution’ Considers Customers (3min)This article should strike a chord with anyone who’s ever experienced the pain and frustration of dealing with government red tape and regulation. An amusing take on Adelaide city council’s efforts to …
Customer Experience News 155: Siloed CMOs, Emotional Experiences, Relieving Customer Pain & Qantas CCO
Siloed CMO’s Fading Fast (3min)In what is a growing trend in the US, McDonalds is the latest company to ditch the role of Chief Marketing Officer (CMO), following the lead of other brands such as Coca-Cola, Hyatt, …