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Alex Allwood
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Consultant, Author and Speaker on Customer Experience #customercentric #cx
Consultant, Author and Speaker on Customer Experience #customercentric #cx

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Now that's kudos ... in our discussion he said "many colleagues I talked to said that your weekly newsletter, The Quickbite is the best read for customer experience and customer-centric practice" !WOW! If you'd like a copy here's the link https://alexallwood.com.au/subscribe/
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Customer Service Journey Mapping--Why we're not getting it right
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Who Are We Really Innovating For?
First published in Oracle SmarterCX
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?

#cx #innovation #customerexperience #futurestate
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Start Your Customer Journey Map with a Service Safari
When I ask participants in my Customer Journey Mapping Workshops if their organisations have undertaken mapping, most have, and admit that their efforts are often rudimentary and siloed. In other words, their efforts are top-line and assumptive; based on internal experiences and not from the customer’s perspective, and undertaken by just their own functional group.

#servicejourney #customerjourney #customerexperience #mapping #journeymapping
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Customer Emotion Graph – Using Visual Language to Tell Your Customer’s Story
If your role is customer facing you will probably have developed an aptitude for decision making with customer empathy. Non-customer facing business units such as HR, finance and IT however, might never even speak to a customer, let alone understand their needs and expectations. So how do you begin engaging the wider business in understanding customer needs and what’s important in their interactions with the business?

#customerexperience #emotion #empathy #journeymapping
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Have We Lost the Art of Caring?
In an effort to deliver organisational outcomes have we lost the art of caring? Customer experience is a strategic business proposition that promises engagement, competitive advantage and sustainable growth. Whilst the discipline is recognised for delivering better business outcomes, what’s increasingly absent is the soft skill of customer empathy.

#customerexperience #empathy #cx #customercentric
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This week I write about the challenges faced by CX program leads as they transition from championing the work, to empowering others to drive customer-centric change across the business.

https://alexallwood.com.au/customer-centric-growthhack-cx-champion-cx-enabler/
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Being Customer Remarkable
Along with my day-to-day CX consulting I’m also a business mentor for Remarkable, an early stage accelerator that supports startups to create tech solutions for people with disabilities. In my initial discussions with this year’s cohort there was one startup that stood out from the rest, AbleFinder....
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5 Essential Qualities of a Customer-Centric Leader + 10 CX Pro Tips
From day one, the role requires a leader who is customer purpose driven, an inspirer, a great listener and communicator, a consummate negotiator, politically savvy, a relationship builder and passion fuelled with a big ‘can-do’ attitude ...
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Celebrating 100 issues of Quickbite !!!
The newsletter for the customer obsessed.
In this issue I've written an opinion piece on the 5 Essential Qualities of a Customer Centric Leader + lots more #cx #custexp #customercentric
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