Alex Allwood
‘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…
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...