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Alex Allwood - Customer Service - A visionary thought leader, customer experience st ...

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Customer Service

Speaker Topics

Switching On Customer Empathy: A radical intervention in customer experience

Empathy is undervalued and underutilised, this makes customer empathy the most powerful human resource in business today. As the world around us rapidly changes, meaningful connection with customers is diminishing. Instead we are bound to our work through technology, data, scores and business outcomes with our decisions becoming less and less human. As it stands, the way we connect with customers is overdue for radical intervention. Customer empathy enables us to build deeper connection through seeing our customers world differently; how customers think, feel and experience from their perspective. When we switch on customer empathy this enables us to feel what it is like to be a customer; understanding their perspective to develop customer centric decision making that positively impacts customers, employees and the business. Alex shares personal stories, brand case studies and her learn by doing technique using customer empathy nudges, to help audiences step into another persons world, walk in their shoes and switch on customer empathy. Read less
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Alex Allwood

A visionary thought leader, customer experience strategist and author

Alex Allwood is recognised as a leading authority on customer experience. As a thought leader, strategist, and author, Alex encourages her audiences to put themselves in their customer’s shoes, using the new perspective to shape the customer experience. 

Combining her extensive expertise with a ‘learn-by-doing’ technique, Alex ensures her audience is left with the knowledge required to create repeat customers through the best possible customer service. Using nudges and subtle prompts, Alex gets audiences involved in feeling and understanding the effects of good customer service. 

With over two decades of insight, case study and commentary, Alex delivers a strong message that can aid any business or organisation to better the customer experience. 

Alex’s presentations are described as powerful, inspiring, and actionable, and she is able to tailor her keynote speech to deliver a relevant message to suit your brief. 

Most recently, Alex published her book ‘Customer Empathy: A radical intervention in customer experience management and design’. 

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