Alex Allwood

5 Essential Qualities of a Customer-Centric Leader

Whilst it would seem that leading a customer experience transformation is a rock star role, the reality is that it’s anything but; with some...

Queue Experiences that are Distinctive, Memorable and Shareable

Source: Google Images Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer...

Customer Experience Crisis – Proactively Mitigating the Risk of Broken Promises

Source: iStock Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from CEO, Oscar Munoz. He began by acknowledging...

Is your customer experience program suffering bright shiny object syndrome?

Source: iStock You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack...

Customer-Centric Innovation Is The New Black

Source: iStock It would seem that customer-centric innovation is the new ‘must have’ as customer experience becomes a business imperative leading brands to rethink value...

Connecting Customer and Culture with the Power of Purpose

Source: iStock The reality for marketers today, is they operate in an increasingly complex and rapidly changing market – the new paradigm is one of...

Happy, Engaged Employees Help Create More, Happy and Engaged Customers

Source: iStock As accustomed as marketers have become to executing experiences, what sets customer experience (CX) leaders apart from the laggards, is evolving the CX...

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