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 231: Connecting through Customer Stories, Breaking News and Dovetail Soars
All Customer Stories Great & Small (2min) Customer ethnography is a game-changer in CX management. The method enables a lens into candid customer experiences to design solutions that solve customer problems. This article shares the …
Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives into how to connect and …
Customer Experience News 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap
Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, linguistics-based natural language processing (NLP). …
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 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 …
Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management
Big Brother’s Secret Consumer Scores (3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file from Sift, whose scoring system …