CX expert and author of Customer Empathy: A Radical Intervention in Customer Experience Management and Design
Alex Allwood is a customer experience strategist with expertise in qualitative research and consumer behaviour. A recognised customer-centric practitioner, Alex's method connects ‘customer and culture’ to put customer needs at the centre of leadership, strategy and operations. Alex has authored two books, the latest, Customer Empathy: A radical intervention in customer experience management and design.
On the back of the biggest ever global economic shutdown, organizations embraced empathy and trust as the newest workplace traits. As we begin to experience some semblance of normalcy, there is a window of opportunity to leverage this rediscovered state of ‘humanized connection’ for customer-led empathy to improve people and business performance.