Beyond Understanding: Why Customer Insight Still Struggles to Become Action

There is a moment in a customer insight presentation that can feel like progress. The evidence has landed. Leaders recognise the problem. Around the table, people agree that something needs to change. Then the meeting ends.

Clare Muscutt leads a conversation on how customer understanding turns into action. Stephanie Linville, Erika Styles, and Alyona Medelyan share what needs to happen before the organisation is ready to take ownership of a customer problem.