Forbes Ranks Top Corporate Responders (4-5min) Forbes has just released new research that ranks the 100 largest employers among US public companies based on how well they have responded to the crisis. Listed here are the …
Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge
The New Customer-Centric Metric (3min) This thought-provoking article from HBR argues that traditional metrics such as Net Promoter Score (NPS) do little beyond contributing to company-centric KPI’s. The alternative, as both a lever for, and predictor …
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 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective
CX Folk Learnings (3min) How quickly things change! The second CX Folk Sydney meetup was forced indoors and online last week, with authors Alex Allwood (Customer Empathy), Jason Bradshaw (It’s All About CEX!) and Jaquie Scammell …
Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design
How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article from Forbes explains why customers …
Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz
3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this exclusive she outlines the 3 reasons …
Customer Experience News 165: Improve Your NPS, The ‘Experience Factory’, Optus 2020 CX Vision and CX Education
How to Improve Your NPS (3min)Referencing business examples, this HBR article explains how you can improve your NPS. It also shows how surveys conducted across the customer value chain can reveal the gaps and pain points in …
Customer Experience News 163: Top 50 CX Brands, NAB’s Customer Culture, Assessing CX Governance, What’s in a Name?
Top 50 CX Brands Revealed (2-3min)The latest KPMG Customer Experience Excellence report ranks the top 50 CX brands in Australia, but warns that a siloed approach in many businesses is limiting the effectiveness of CX initiatives and compromising efforts …