Breaking Away from Traditional CX Metrics for Enhanced Engagement

Customerland

Embark on a visionary journey through the realm of Customer Experience (CX) with strategic maestros from Stone Mantle, who join us to deconstruct the need for agility in CX design. They eloquently argue against the confines of traditional tools like Net Promoter Scores and personas, proposing instead a forward-looking approach that resonates with the evolving market. This episode challenges you to think beyond the present, to 'skate to where the puck will be', ensuring that your CX strategies are not only relevant but pioneering.
Witness the transformation of consumer expectations in a post-COVID world and understand why CX must transcend simple customer service to become a bedrock of business innovation. Our guests from Stone Mantle illuminate the shifting perceptions of frontline work and the critical foresight needed to keep consumer and employee engagement future-ready. By anticipating where your audience is headed, your company can cultivate meaningful, rather than fleeting, interactions that foster both loyalty and growth.
Lastly, we scrutinize the untapped potential of contextual data in revolutionizing data analytics. Stone Mantle's strategists underscore the significance of incorporating context to enrich predictive algorithms and AI, broadening the horizon of how we interpret consumer behavior. The episode serves as a stimulus for reimagining data's role in CX, paving the way for subsequent discussions on its transformative power in understanding and connecting with your audience.

Chapters

1. Breaking Away from Traditional CX Metrics for Enhanced Engagement (00:00:00)

2. Future-Focused Experience Strategy Insights (00:00:01)

3. Consumer Expectations and Experience Strategy (00:06:32)

4. Creating Value Through Time Engagement (00:20:30)

5. Contextual Data in Data Analytics (00:38:36)