Alex Allwood is the Director, Customer Strategy and Experience at All Work Together, a business consultancy specializing in customer experience (CX) research, strategy and design; their mission is empowering leaders to make their customers’ lives better. Alex is also the author of Customer Empathy and Customer Experience is the Brand.

Alex and I talk about CX Strategy, Governance, and the importance of elevating CX to the executive leadership team. We also discussed why CX leaders and practitioners need empathy training, how to train for empathy at scale, and the empathy scorecard, which is free!

Finally, Alex and I talk about the importance of journeys, embedding emotion in them for optimal impact, and where some of the journey analytics platforms out there are missing it.

It's a packed show full of Alex's insights end-to-end!