Customer Experience News 203: Culture: Lego & GSK on Customer Centricity, Loyalty: A New World of Customer Loyalty? and Supply Chain: Speed & Flexibility the Key

Culture: Lego & GSK Talk Customer Centricity (2min) Who owns customer centricity? CMO’s from Lego and GSK discuss how customer centricity is informing agile and responsive organisational behaviour, how they are moving from products to brand …

Customer Experience News 198: Expert ‘Building Blocks’ Guide CX Success, Research Reveals ROI of CX and Microsoft Backs Empathy

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 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 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation

CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves customer conversations are helping them …