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).
‘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...
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...
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...