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 235: CX Leader Shares Lessons Learned, Fostering Trust & Giving Hope and Creative Thinking for Curious People
CX Leader Shares 4 BIG Lessons Learned (3min) The average tenure for a CX leader is between 12 and 24 months. Nancy Porte spent eight years in a global CX leadership role. In this article …
Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times
CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client CEO’s are developing their empathy …
Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?
Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome transformation paralysis and offers this …
Customer Experience News 215: Language of Leaders, 10 CX Metrics Reviewed and Using Customer Storytelling
Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily communications frame customers as only …
Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience
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 …
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