Globally, the returns from investing in customer experience excellence are not being fully realised.

Global performance reports reflect current customer experience (CX) practices are failing organisations and their customers. Forrester’s CX Index showed again this year, that “81% of brand scores stagnated; most industry front-runners were repeats; many gains too minor to render them statistically significant.”

With so many organisations investing vast amounts into customer experience excellence, WHY is there at best, only incremental gain?

The Customer Empathy deficit present in organisational culture is keeping customers at arm’s length. Data now represents customers that are out of view, who are seen as numbers on a spreadsheet and CX scores rather than human beings. Alex Allwood discusses how to change this status quo.

Empathy is fundamental to customer centricity.

Customer Empathy is fundamental to customer centricity; putting customers’ needs at the centre of thinking, problem solving and decision making to deliver customer experience excellence. 

Alex Allwood discusses how to switch on, strengthen and scale Customer Empathy across your business to provide a new lens through which to see the customer’s world differently.

Understanding the customer’s perspective, feeling what they’re experiencing and considering this in designing and delivering experiences.

Ideal for VP's and executive leaders, customer experience professionals, CMO, CCO, CXO, senior leaders in customer roles, sales and marketing and customer service.

Written with the purpose of inspiring and empowering leaders with new possibilities and to provide teams with customer-centric frameworks, methods and tools.

Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy.