Ep. 156: Kathy McGettrick | How IBM Scales Customer Feedback

from Customer Confidential: Untold Stories of Earned Growth · host Bain & Company

IBM used to collect customer feedback through longitudinal surveys—until Kathy McGettrick, the vice president of market development and insights at IBM, realized the surveys put all responsibility for creating quality experiences on IBM's sellers and ignored other aspects of the customer experience. So Kathy launched a digital platform that sent client feedback deeper into IBM. Today, some 40,000 IBMers use a client experience management platform that tracks hundreds of thousands of data points.

NOW PLAYING

0:00 32:57

1×

No transcript for this episode yet

We transcribe on demand. Request one and we'll notify you when it's ready — usually under 10 minutes.

Share this episode

Similar Episodes

No similar episodes found.

Similar Podcasts

No similar podcasts found.

Frequently Asked Questions

How long is this episode of Customer Confidential: Untold Stories of Earned Growth?

This episode is 32 minutes long.

When was this Customer Confidential: Untold Stories of Earned Growth episode published?

This episode was published on May 16, 2019.

What is this episode about?

Can I download this Customer Confidential: Untold Stories of Earned Growth episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.

URL copied to clipboard!