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How to Use Data to Drive Investment Decision-Making
“93% of customer initiatives fail (yes, that many!), with as little as 23% of C-suite respondents claiming that their CX investments brought about ‘tangible benefits’.
Why is this? And what can we do to demonstrate the impact of our CX initiatives to stakeholders?
Businesses soon become disillusioned when CX-ers fail to explain the results of their initiatives. This is often the result of CX initiatives that aim to do too much and, as a result, take far too long!
By adopting an increasingly agile approach – combining the science of data with the art of CX – we can avoid stakeholder…”
View from across the data lake – Sarah Curran Usher MBE on how retailers can leverage insight to inform CX strategies
Using data to learn about a customer and market in a meaningful way strikes me as one of the biggest competitive opportunities in retail still available. Consumers don’t just wear brands, they own and live them, and they are telling the world what they want through Facebook, TikTok, Instagram, YouTube, and blog sites… but are brands listening?
The rewards are significant because retailers can then act in near real time based on what they are seeing on particular spending trends so they can make seasonal product drops rather than holding stock for months ahead. They can identify their full price shoppers as opposed to discount-only shoppers, and play to their strengths…
Getting started on the ROI of Customer Experience
“Value to the customer equals value to the organisation – but how can CX practitioners make this clear to their organisations?
Back in 2008 a team of biologists and environmental economists calculated that mankind would have to pay over 150bn Euros per year if bees, butterflies, beetles and similar creatures were to charge a fee for the service of pollination. Environmentalists have recognised that the value of nature is often talked about, but rarely acted upon. As odd as it may seem, putting a price-tag on the importance of the environment creates a compelling argument for change and action.”
Lessons from 'The Bob Job'
When Clare Muscutt invited me to be interviewed as part of the Women in CX podcast series, I immediately agreed – I was flattered and honoured to be included in a group of such interesting and talented women. And as for talking about CX, well I can keep going for hours.
But then reality set in. Not only did I need to source some higher spec tech equipment to meet Clare’s podcast expectations, but I also realised that my preparation for the podcast required some deep reflection.
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