25 min listen
Clare Muscutt talking with Jo Boswell about actionable data, and making CX a commercial discipline.
Clare Muscutt talking with Jo Boswell about actionable data, and making CX a commercial discipline.
ratings:
Length:
34 minutes
Released:
Sep 9, 2020
Format:
Podcast episode
Description
What if the bottom line in Customer Experience isn’t the customer... it’s still the bottom line?
It may seem counterintuitive, but what if the best way to get a business on board with focussing on customers, isn’t by focussing on them at all?
In the penultimate episode of the series I got to talk to a CX commercial queen Jo Boswell about her approach to getting investment in CX that had CFO’s raving about her— And she didn’t start with talking about fixing customer pain points.
Listen-in to her British Airways career stories from riding Concorde on the ‘Bob Job’ serving as a graduate assistant to legend Bob Ayling, to reclaiming an unintentionally sexist slight in the 90’s and being known as one of the four horsewomen of the apocalypse to her eventual senior roles leading the way to better customer value management through data, insight and technology.
You are in for a treat, my CX friends!
Read more and subscribe to our channels:
Sign up https://bit.ly/2ZDYCcB
Youtube https://bit.ly/3jdBU2w
Spotify https://spoti.fi/33AIx9F
Show notes https://bit.ly/2ZBcILF
LinkedIn https://bit.ly/3a0cDVx
Instagram https://bit.ly/32ubulz
It may seem counterintuitive, but what if the best way to get a business on board with focussing on customers, isn’t by focussing on them at all?
In the penultimate episode of the series I got to talk to a CX commercial queen Jo Boswell about her approach to getting investment in CX that had CFO’s raving about her— And she didn’t start with talking about fixing customer pain points.
Listen-in to her British Airways career stories from riding Concorde on the ‘Bob Job’ serving as a graduate assistant to legend Bob Ayling, to reclaiming an unintentionally sexist slight in the 90’s and being known as one of the four horsewomen of the apocalypse to her eventual senior roles leading the way to better customer value management through data, insight and technology.
You are in for a treat, my CX friends!
Read more and subscribe to our channels:
Sign up https://bit.ly/2ZDYCcB
Youtube https://bit.ly/3jdBU2w
Spotify https://spoti.fi/33AIx9F
Show notes https://bit.ly/2ZBcILF
LinkedIn https://bit.ly/3a0cDVx
Instagram https://bit.ly/32ubulz
Released:
Sep 9, 2020
Format:
Podcast episode
Titles in the series (75)
Clare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.: Contrary to popular belief, Customer Experience is not the answer to everything. Most people in business have worked it out already, but some CX professionals seem blind to the truth. Is it because many of the traditional frameworks ‘taught’ are out ... by Inspiring Women In CX