Alex Allwood

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…

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 creation. In just the past week Queensland Government and Nestlé launched their respective Open Innovation platforms to begin collaborating with...

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 disruption, competition and commoditisation. Marketers are now forced to contend with continual shifts in technology, data and consumer behaviour, coupled...

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 program from delivering the basics well – addressing touchpoint gaps and pain points – to focusing on cultural alignment where...

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