Alex Allwood

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 navigating uncharted territory to rapidly respond to this crisis with a mandate of keeping employees and customers safe, managing customer...

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, decision making frameworks and strategies in this time of crisis. In this, the first of a 3-part series, we examine...

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 CMO’s) to understand their challenges and new-world opportunities. An interesting insight from my first-hand conversations is leaders are undertaking DIY...

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 for living, working and socialising. Our experiences at this time won’t be forgotten. How well organisations respond, or not, will...

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 caught my eye; it revealed that “expenditure on CX has leapt by a huge 71% over the last three years...

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 a driver of sustainable growth they are besieged by CX management challenges that continue to stifle excellence. There are, however,...

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 measuring customer satisfaction, mobilising teams to operationalise improvements, reorganising teams to work in new ways and innovating customer touchpoints. However, global...

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 billing disputes, 100% increases in licensing costs, petrol tankers bursting into flames, fraudulent tax activity and customers begging for their...

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 about. In organisations too, what’s valued by the CEO informs the business’s mindset, language and cultural norms. What the leader...

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 to bring you up to speed. As we all know, in the past ten years or so, the price of...

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 of the problem - when organisations choose growth at any cost. Following the regulator’s advice, these businesses have a laundry list...

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 article explores a prevailing workplace sentiment - what is the purpose of my work? Published earlier this year, the piece...

‘Less of This, More of That’ – Getting CX Transformation Right in 2019

‘Short-termism’ has become the enemy of CX transformation. We have developed a preoccupation with what is happing now, quick wins, next month’s budgets, quarterly revenues and productivity fads to name just a few. Getting cx transformation right...

Bridging Organizational Silos With Customer Empathy

Who owns the customer? We all do. While this aspirational statement is good in theory, it can be difficult in practice because we often work in business silos. The reality is, siloed functions and a siloed mindset are entrenched in our organizational DNA. Business silos,…

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. At some point we need to ask the question: Who are we really innovating for? To realize the promised rewards, innovation...

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 distinctive and delivers value. Business leaders today recognise the importance of providing great customer experiences (CX). However, most have not...

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 practitioners managing dual roles simultaneously until they earn their stripes. From day one, the role requires a leader who is customer...

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 queues have become a sharable customer experience. In our always on, have-it-now culture, long and tedious waiting to be served or...

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 the brand’s broken promise to customers. ‘Each flight you take with us represents an important promise we make to you,...

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 a strategic approach, or suffer from a failure to effectively implement. Delivering a superior customer experience has become the latest…

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