‘Could CX frameworks be killing innovation?’, with Maria McCann

2024-01-30

With fewer barriers today, why aren’t we making the inroads that we should be? 🤔 … that’s the question raised by today’s inspiring woman in CX, the Co-Founder of Neos Wave, Maria McCann. Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame. ❌ Sharing a ‘cringe-inducing’ anecdote and shining a light on the state of CX today, in episod...

With fewer barriers today, why aren’t we making the inroads that we should be? 🤔

… that’s the question raised by today’s inspiring woman in CX, the Co-Founder of Neos Wave, Maria McCann.

Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame. ❌

Sharing a ‘cringe-inducing’ anecdote and shining a light on the state of CX today, in episode #705, Clare and Maria discuss our obsession with metrics and KPIs above and beyond using common sense and providing kind and compassionate service, how frameworks intended to unify and elevate benchmarks are instead killing our creativity, and whether we’re losing sight of the end goal – improving experiences for customers.

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