Welcome Back! It’s our first edition for 2021 and whilst we continue with ‘business-un-usual’, it’s great to hear renewed energy and optimism in conversations with other CX folk. The new year brings a growing interest …
Customer Experience News 208: Best CX & EX Books 2020-2021, Using Personas to Make CX Sticky and Fake Customer Reviews
Best CX & EX Books 2020-2021 (5min) Alex Allwood’s little yellow book, Customer Empathy: A Radical Intervention in Customer Experience Management and Design, has made the list of best Customer & Employee Experience Design Books for …
Customer Experience News 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine
Innovation: Home Delivered Fuel – What Next? (3min) HBR asks, how often are we really innovating to solve customer problems? For example, when the ‘job to be done’ by customers is refuelling their car, is the …
Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine
New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in order to identify and capitalise …