Alex Allwood suggests open innovation is the key for future-facing brands that put their customers at the heart of their innovation efforts. It would seem that customer-centric innovation is the new ‘must have’, as customer experience ...
Alex Allwood explains chat bot technology, and how brands will utilise the conversational commerce it enables. Customer experience as we know it is set for further disruption with the introduction of conversational commerce. This future technology is ...
Companies need to walk the walk after all the CX talk, writes Alex Allwood. In today’s experience economy there are two kinds of marketers: the majority who pay lip service to the concept of customer experience (CX) ...
Today’s consumers expect promises to be kept. Delivering on brand promises, writes Alex Allwood, is fundamental to unlocking customer value. There are no truer words spoken than those by Coca-Cola’s president Muhtar Kent, who says, ...
Alex Allwood makes it clear that happy, engaged employees create more happy and engaged customers. As accustomed as marketers have become to executing experiences, what sets customer experience (CX) leaders apart from the laggards, is ...
With convenience and functionality expected to decrease as a purchasing priority, a holistic appreciation of brand purpose is needed, writes Alex Allwood in the first of a series of articles based on her new book. – ...
