A Brand for social justice
In 2020, brands did something they’d never done before: They spoke up about race.
State of the CMO 2019
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
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Customer experience disruption: Healthcare faces a bitter pill
Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have improved customers’ lives and delivered unparalleled growth. Can they do the same for healthcare?
27 Mar / Brand CX -
Queue experiences that are distinctive, memorable and shareable
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.
5 Jul / Brand CX -
Customer experience crisis: Proactively mitigating the risk of broken promises
Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.
11 May / Brand CX -
Disruption Down Under – What’s Amazon’s real competitive advantage?
Savvy shoppers wait in anticipation, while Australian retailers are gearing up for the onslaught. Amazon’s arrival is imminent.
23 Mar / Brand CX -
Why customer experience driven growth is set to take off
Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.
14 Feb / Brand CX -
Is your customer experience program suffering bright shiny object syndrome?
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.
22 Nov / Brand CX
Alex Allwood
Alex's focus is connecting customer and culture to empower customer-centric growth. Working with B2B2C, Alex helps improve experiences that enhance customer value and distinctively differentiate. With a 20 year track record in leadership, operations and marketing, Alex’s strength is developing customer experience strategy: customer understanding and empathy, experience vision and guiding principles and the customer narrative to enable collaboration and alignment. Alex is principal of the customer experience consultancy, All Work Together; has authored the book Customer Experience is the Brand, regularly facilitates Customer Journey Mapping workshops and is a speaker on customer-centric transformation.
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State of the CMO 2020
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
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Conversations over a cuppa with CMO: Microsoft's Pip Arthur
In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.
- 29 October 2020
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‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.
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