25 min listen
Clare Muscutt talks CX Metrics, Insight and the importance of Women’s Networking with Chloe Woogler.
Clare Muscutt talks CX Metrics, Insight and the importance of Women’s Networking with Chloe Woogler.
ratings:
Length:
37 minutes
Released:
Dec 18, 2020
Format:
Podcast episode
Description
Will the obsession with customer experience metrics be our downfall? ?
When you’re part of a discipline which is less than 30 years old in terms of practice and thinking, especially one suffering seismic shifts due to data, technology & digital, it is reasonable to assume nobody truly has all the answers.
Perhaps this is why most customer experience initiatives hinge upon programmes of measures & insights?
CX not being well understood in business means having something tangible to evidence what we do in numerals & characters we can communicate easily to executives, is of high value to us.
But without resources predominantly allocated to using data to take action- to improve, change, innovate and show the commercial impact of action taken, is CX really of value to the organisation?
That’s why I was excited to have an expert like Chloe Woolger from Kantar on the show to have the debate & get her perspective on how to use insights and metrics to drive action.
Tune in to hear us talk about:
⚡️ Her career journey
⚡️ What it’s like working agency side
⚡️ The importance of networking for women
⚡️ Which CX metrics are most useful
⚡️ The NPS debate
⚡️ How to drive action using insights
⚡️ How to prove CX ROI
What are your thoughts?
Read more and subscribe to our channels:
Youtube https://bit.ly/3jdBU2w
Sign up https://bit.ly/2ZDYCcB
LinkedIn https://bit.ly/3a0cDVx
Instagram https://bit.ly/30Aq0bM
Podbean https://bit.ly/3h6Cz3T
Show notes https://bit.ly/2ZBcILF
Twitter https://bit.ly/3fzxLD2
When you’re part of a discipline which is less than 30 years old in terms of practice and thinking, especially one suffering seismic shifts due to data, technology & digital, it is reasonable to assume nobody truly has all the answers.
Perhaps this is why most customer experience initiatives hinge upon programmes of measures & insights?
CX not being well understood in business means having something tangible to evidence what we do in numerals & characters we can communicate easily to executives, is of high value to us.
But without resources predominantly allocated to using data to take action- to improve, change, innovate and show the commercial impact of action taken, is CX really of value to the organisation?
That’s why I was excited to have an expert like Chloe Woolger from Kantar on the show to have the debate & get her perspective on how to use insights and metrics to drive action.
Tune in to hear us talk about:
⚡️ Her career journey
⚡️ What it’s like working agency side
⚡️ The importance of networking for women
⚡️ Which CX metrics are most useful
⚡️ The NPS debate
⚡️ How to drive action using insights
⚡️ How to prove CX ROI
What are your thoughts?
Read more and subscribe to our channels:
Youtube https://bit.ly/3jdBU2w
Sign up https://bit.ly/2ZDYCcB
LinkedIn https://bit.ly/3a0cDVx
Instagram https://bit.ly/30Aq0bM
Podbean https://bit.ly/3h6Cz3T
Show notes https://bit.ly/2ZBcILF
Twitter https://bit.ly/3fzxLD2
Released:
Dec 18, 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