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

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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

Alex Allwood

A visionary thought leader, customer experience strategist and author

Alex Allwood is a recognised, two-time customer experience author, a leading voice on AI-driven CX, and an advisor on customer growth and retention strategy.
From the moment Alex steps on stage, she connects with audiences through realworld experiences and candid storytelling with a dash of wit — sharing powerful insights that spark genuine audience “aha” moments.
A customer experience pioneer in Australia, Alex is also a regular writer and commentator on the rise of AI in CX. Among the first authors to publish books on CX, Alex is the author of Customer Experience is the Brand (2015) and Customer Empathy (2019) and is currently writing her third book, to be published in 2026.
Alex shares anecdotes, learnings and case studies grounded in insight-led customer experience transformation. Drawing on more than two decades of working with organisational leaders, she brings powerful insights from her strategic CX advisory across telecommunications, financial services, government, insurance, retail and tourism.

Audiences will take away a deeper understanding of how brands attract, retain and grow customers in a rapidly changing world, and why today’s customer experiences are tomorrow’s value and growth.