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 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour
CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst CX is a priority, 76% …
Customer Experience News 237: Dirty Experience Design Secrets, Customer Deception and the Impact of Empathy
Dirty Experience Design Secrets (2-3min) A must-read from FastCompany for CX, Service Design and Experience Design folk. Alex read this article and gasped at the ‘dirty secret’ the author claims has been “…long accepted as …
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 234: Is CX Replacing Advertising?, Poor CX Costing Trillions in Sales and IDEO on Designing for Impact
Is CX Replacing Advertising? (2min) Using big brand examples such as Tesla, Uber, Airbnb and Deliveroo, the author ponders the question on the future of advertising. If these outperforming brands delivering unique experiences are a step …
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 230: Who Will Serve Me, Frictionless Journey vs Memorable Experience and Latest VoC Moves
Who Will Serve Me? (3-4min) In this week’s Quickbite, Alex examines the practice of Customer Experience through the lens of her 80-year-old dad who has become all but invisible to his bank, telco and utilities …
Customer Experience News 228: Digital Customer Journeys, Post-Pandemic Momentum & LEGO Innovates with AI
Digital Customer Journeys the Japanese Way (2min) A great Forbes article on how Lexus has adapted its digital CX. Starting with deep customer understanding through mapping the end-to-end customer journey, the company identified key communication …
Customer Experience News 227: Top 10 CX Books, Evolving CXO Role and Best-in-Class Customer Experience
‘Customer Empathy’ Makes Top 10 CX Books (1min) A nice little win this week for Alex Allwood! Alex’s latest book, Customer Empathy, has made it onto Lumoa’s list of Top 10 Must-Read CX Books. Check …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are living organisational values rather than …