‘The Second Customer Nobody is Measuring’, by Lindsey Watson

Most CX leaders have one customer. Lindsey Watson has two.

In this piece, Women in CX Inner Circle member and CX Director Lindsey shares what it's like to lead CX in holiday lets, where property owners and guests don't always want the same thing.

Having built the function as the business grew from a few hundred properties to over a thousand, she explains why that tension is the structure of the business, not a series of judgement calls, and how the best businesses design for it on purpose.