Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
‘Why CX is failing and what we need to do about it’, with Diane Magers
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.
Clare Muscutt talking with Jo Boswell about actionable data, and making CX a commercial discipline.
“I think it is important to get yourself comfortable with the numbers and what those can do for the bottom line. So certainly when I work with clients today, one of the first questions that I will ask is what metrics does this business run on? And what are the customer metrics that are going to add value to the bottom line? So whether 'what's the value of one extra customer retained' or 'what's the value of one additional product sold to an existing customer'. And I think if you're leading a CX program, it's really important to think about what are the dials that you can shift with this program? What are the metrics that your organisation runs on and every organisation is slightly different, but you've got to really tune into what those metrics are and be comfortable. And, if, if there isn't a very clear link between what you're doing and what those metrics are, then you will always struggle”