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11th March 2016

CX Weekly ‘5×5’

Weekly CX 5x5

The 5 best articles from the last 5 days around adding value to the experience

The CX Weekly 5×5 is the top 5 articles we read from the last 5 days. In this weeks roundup we have articles from Harley Manning, Katy Kiem, McKinsey, Maxie Schmidt-Subramanian & Consort’s very own Craig McVoy. We hope you enjoy them as much as we did this week!

Harley Manning – Don’t Let Volatile Markets Scare You Away From Customer Experience Investments

Harley explains the importance of investing in your CX when the markets are volatile. The companies that do deliver sustainable, profitable results as well as keeping customer loyalty and advocacy during testing times. The article walks you through the facts to back this up, as well as some examples of companies who have been successful with this approach.


Harley is a research director in the Customer Experience practice at Forrester, and the coauthor of the legendary book Outside In: The Power of Putting Customers at the Center of Your Business. Harley’s is a regular author in HBR, Forbes, The Economist, FT.com, Fast Company, to name just a few! An accomplished speaker, Harley has keynoted major business conferences around the world.

Katy Kiem – 2016: The Year of Customer Experience

Katy gives us her predictions for the importance of Customer Experience beyond where it has been placed in importance before. The requirement of integration and convergence between marketing, data, service and CX will be of greater importance in the year ahead!


As Lithium’s CMO and general manager of Lithium Social Web, Katy Keim is responsible for all strategic marketing activities for the company including branding, positioning, communications, go-to-market strategy and customer acquisition programs.

McKinsey – The secret to delighting customers: Putting employees first

We are treated to an in depth article from McKinsey around the win/win outcome of putting your employee’s first! The impact of doing so is a widely shared concept with our clients at Consort so we fully back up the interesting points raised in this article by Dilip Bhattacharjee, Jesus Moreno, and Francisco Ortega.


McKinsey are a widely respected organisation that have been helping businesses for years with in depth research, consulting and implementation of operational change and strategic direction

Maxie Schmidt-Subramanian – Measure Emotions In Customer Experiences To Improve Loyalty

Maxie talks about our a topic we think is going to explore this year, the importance of measuring emotion to improve loyalty. Customer Experience is now becoming a much more advanced strategy and the incorporation of emotion into the decision of the customer journey mapping helps this achieve its objectives more consistently. Maxie gives us tips on how you can approach this.


Maxie Schmidt-Subramanian is a senior analyst at Forrester Research serving Customer Experience Professionals. Her research focus areas include customer experience measurement, voice of the customer programs and vendors, making the business case for customer experience efforts, and the relationship between pricing and customer experience.

Craig McVoy – What the Movies Teach Us About Brand Experience

We release a chunky post once a month and this one is one of our best yet! (We might be a little biased)! A good trip to the movies can be much more than just an entertaining evening at the big screen. Films are filled with stories that can teach us things about the importance of the experience! In this article Craig picks 7 films that he has recently watched and explains the significance in each of them in The Value Experience. All 7 films are based on true stories, making it even easier to see why todays blockbusters make sense in business too!


Craig McVoy, Founder at Consort, Customer & Employee Experience Consultancy

Working with the likes of BMW, Mercedes-Benz, JLR, Audi, LV= & Direct Line, Craig has worked with some of the worlds most customer centric brands on their customer and employee strategies. before setting up Consort. Consort thinks differently. Consort believe there is a better way to profit and that businesses can deliver brand value by improving the experience. Craig is a leading speaker & author on the topics of customer & employee experience and will release his forthcoming book ‘The Value Experience’ in the coming months.

That rounds up another week’s interesting reading!

Until next week, have a great weekend and remember to enjoy the downtime with your loved ones or doing the things you love!



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