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 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, …
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 192: 5 Fixes for Broken Market Research, Flybuys Behavioural Segmentation & CX Strategies for Re-engagement
5 Fixes for ‘Broken’ Market Research Model (5min) New data shows less than one third of clients commissioning market research are satisfied with the recommended business actions. This article shares some useful techniques for shaping customer-centric research and a …
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 …
Customer Experience News 183: Do You Have What it Takes to be a CCO?, Achieving CX Success in a Crisis and Winning in the Future
Do You Have What it Takes to be a CCO? (2-3min) From 2003, when there were fewer than 30 Chief Customer Officers globally, the demand for executive level CX leaders has continued to grow at pace. …
Customer Experience News 162: CX Report on Leaders & Laggards, Government CX Strategy, Experience Design and CX Day 2019
Tempkin Report Rates CX Management (3min)The State of Customer Experience Management, 2019 CX report, authored by Bruce Tempkin, has identified that only 6% of the 212 companies surveyed globally have achieved top-level CX maturity. Of the remainder, 79% …
Customer Experience News 150: Experience Economy Update, Decoding Customer Emotion, Forrester CX Index & CX Best Practice
Joe Pine’s Experience Economy Update (2-3min)Joe Pine and James Gilmore famously coined the phrase ‘the experience economy’ over 20 years ago. In this interview, Joe Pine shares his thoughts on the current state of the experience economy …
Customer Experience News 149: Gartner VP Interview, Personas, Customer Insights and Adobe Experience Index
Gartner VP Ups the Ante (2-3min) In this wide-ranging CMO interview, Gartner VP and leading analyst Don Scheibenreif discusses current perceptions of customer experience, the stumbling blocks to CX maturity and the need for C-Suite leaders …