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!
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‘Could CX frameworks be killing innovation?’, with Maria McCann
‘If empathy isn’t the answer, what is?’, with Andreena Leeanne
‘Does the customer experience community really need Women in CX?’, with Ian Golding
‘Why CX is failing and what we need to do about it’, with Diane Magers
‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra Thompson
Clare Muscutt talks with Christine Hemphill about the benefits of inclusive research and design
Clare Muscutt talks with Marina Bezuglova about the connection between well-being, CX, and EX
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Clare Muscutt talks with Susannah Simmons about removing barriers to adoption through user wellbeing
Clare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics
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