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