Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.

Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics.
Brand Experience, Marketing, Experience-Driven Marketing, CX Metrics, Fiona Blades Guest User Brand Experience, Marketing, Experience-Driven Marketing, CX Metrics, Fiona Blades Guest User

Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics.

“If we capture experiences, we’re able to understand which ones you want more of, less of, which are working well for customers, and which aren’t, and then tailor brand investments from this.”

Read More
Clare Muscutt talks CX Metrics, Insight and the importance of Women's Networking with Chloe Woogler.
Customer Insight, CX Metrics, Networking for Women Clare Muscutt Customer Insight, CX Metrics, Networking for Women Clare Muscutt

Clare Muscutt talks CX Metrics, Insight and the importance of Women's Networking with Chloe Woogler.

“So, a key thing to really think about as an organisation is to really make sure you’ve got a clearly defined metric structure; we say that’s the basis of any good CX programme. So, what I mean by that is where you’re looking at metrics – for example to track performance within CX programmes – they sit across three different levels, so they’ll break down as key customer metrics, as you know, providing that overarching basis for really understanding how customers perceive their interactions with and that brand. “

Read More