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? Read more and subscribe to our channels: Youtube https://bit.ly/3jdBU2w Sign up https://bit.ly/2ZDYCcB LinkedIn https://bit.ly/3a0cDVx Instagram https://bit.ly/30Aq0bM Podbean https://bit.ly/3h6Cz3T Show notes https://bit.ly/2ZBcILF Twitter https://bit.ly/3fzxLD2