Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design

Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in the post-pandemic economy. The recommendations …

Customer Experience News 198: Expert ‘Building Blocks’ Guide CX Success, Research Reveals ROI of CX and Microsoft Backs Empathy

Expert ‘Building Blocks’ Guide CX Success (3-4min ea.) The Customer Experience Professionals Association (CXPA) has created a “CX Building Blocks” series designed to help practitioners establish or strengthen their CX capability. Featuring advice from internationally …

Customer Experience News 196: Winning in the New World, Peter Fader on Loyalty & Customer Value and Emotional Intelligence

Winning in the New World (5min) A timely and in-depth article from the Australian Institute of Company Directors on how smart businesses can capitalise on the shifts in consumer behaviour brought about by the pandemic. …