Global performance reports show that current customer experience (CX) practices are failing organisations and their customers.
Two time author and leading authority on Customer Experience, Alex Allwood asks why, with so many organisations investing vast amounts of energy and effort into customer experience excellence, is there at best, only incremental gain?
As it stands, customer experience management and design is overdue for radical intervention.
Customer Empathy is a powerful human resource for positively impacting customer experience excellence. Alex Allwood outlines her customer-centric framework, methods and tools to switch on and scale customer empathy that can be used to solve the common customer experience management problems of low organisational commitment, poor alignment of cross-functional teams, and competing agendas and priorities.
Customer empathy helps leaders and employees to see the customer’s world differently. Doubling down on CX practices by switching on customer empathy to create deeper understanding, more meaningful connection, align and unite teams and enrich decision making to benefit customers, employees and the business.