‘Why CX is failing and what we need to do about it’, with Diane Magers

Why is CX failing, and as leaders, what can we do about it?


With some “cheeky” questions for former CEO of the CXPA, Diane
Magers, in episode #702, Clare and Diane debate the metrification
of CX and how it’s become synonymous with a score, the mindset,
skills and capabilities we need as CX leaders to succeed not just
today but in the next generation, and how we can create clear
business value in the here and now, ensuring, that like marketing
and sales, our jobs are safe.


So, rather than a focus on lagging indicators, NPS and
certification, how can we be proactive, collaborate, and adapt to
the business problem to meet the customers’ needs and demonstrate
the financial impact of the experience too?


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