Alex Allwood
Alex Allwood
My focus is connecting customer and culture to empower customer-centric growth; fostering a culture of customer centricity, building team capability and helping transform customer experiences. With a 20 year track record in leadership, operations and marketing, my strength is developing customer experience strategy: customer understanding and empathy, experience vision and guiding principles and the customer narrative. I am the principal of the CX consultancy, All Work Together; authored the books, Customer Empathy (2019) and Customer Experience is the Brand (2015).
Inspirational Books and Applying Learnings in Customer Empathy
In writing my latest book, Customer Empathy: A radical intervention in customer experience management and design, there were four books in particular that helped...
CEO’s Who Are Demonstrating Customer Empathy in Action
Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More...
Who Will Serve Me? Looking at Customer Experience Differently
In the not too distant future, you’ll be old too. Just like my dad of 80, you’ll realise that you’ve become invisible to the...
Using Customer Empathy Mapping to Connect and Engage Teams
Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be...
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of readers wanted to know more about...
Customer Journey Mapping – Understanding How Customers Think, Feel and Experience
The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how...
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no...
Are You Using Empathy Nudges?
What does your team discuss in their daily stand-up? This was a question I asked my LinkedIn connections this week. Typically it’s: 1. What did…
Pandemic Perspective: Leadership Decision Making in Uncharted Territory
Research Study: Marketing & CX Leadership in the Crisis Economy – Part Two There is no playbook for this pandemic. Leadership teams in 2020 are...
Research Study: Marketing & CX Leadership in the Crisis Economy – Part 1
Part 1: Keeping employees and customers physically and emotionally safe As CMO’s, CCO’s and CXO’s respond to the COVID-19 crisis, our study captures their priorities,...
Crisis Leadership: CX and Marketing Leaders Use DIY Listening
Rather than hibernating during the COVID-19 lock-down, I’ve been running my own ‘listen and learn’ program with CX and Marketing Leaders (CCO’s, CXO’s and...
Leading with Empathy: Creating New Value for Customers and Employees in a Crisis
COVID-19 has brought upon us frenetic change. Around the world, people have bunkered down. Our homes are now isolated and have become digital eco-systems...
CX Leadership: Making Customer Centricity Sticky
This morning started like most. Part of my AM ritual is reading the latest CX news and views. A story on Deloitte’s CMO Survey...
CX Leadership Trends 2020: From Little Things Big Things Grow
In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX as...
Why Customer Empathy is Important in Customer Experience Management
For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into...
What’s Causing the Customer Empathy Deficit?
In my work I’ve listened to first-hand customer stories of queuing in forty-degree heat, patients dying in waiting rooms, essential services being cut during...
What CEOs Value Most
What CEOs value the most has a ripple effect What’s important to us drives our actions. Our behaviours big and small reflect what we care...
My Husband’s Customer Hell!
Somewhere along the way, someone forgot to ask; what would our customer think about that? I’ll just give you the abridged version of this story...
For GOODNESS Sake
Post the ‘inquires we had to have’ in the banking, insurance and super industries, I’ve been reflecting on what I see as the heart...
CX Insight: What Is The Purpose Of My Work?
In this week’s CX Insight I reflect on an article I read recently in the New York Times Magazine, ‘The Future of Work’. The...