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

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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