Alex Allwood

Who Are We Really Innovating For?

Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units....

Customer Experience Strategy: Developing a Customer Experience Vision and Principles

A customer experience vision and principles are powerful communication devices to inspire, unite and educate people across the business on a one-company experience that’s...

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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