CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply slip back into our internalised …
Customer Experience News 206: Collaboration: CX Leaders Adopt the ‘No Silo Rule’, Empathetic Leadership Empowering Employees and 7 Deadly Sins of CX Transformation
Collaboration: CX Leaders Adopt the ‘No Silo Rule’ (1min) Both Steve Jobs and Elon Musk, have followed the ‘no silo rule’. As Musk wrote to Tesla employees, “We obviously can’t compete with the big car …
Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets
Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, governance, and the importance of …
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 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 …