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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