Clare Muscutt talks CX Metrics, Insight and the importance of Women’s Networking with Chloe Woogler.

2020-12-18

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 & characte...

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?

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