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The Black Hole of CX

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Content provided by Walker Information. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Walker Information or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. It’s a black hole! This episode's guest has built an impressive early warning system that addresses this problem. Host Pat Gibbons welcomes Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, for a discussion on how she built an early warning system that addresses the problem of identifying dissatisfied customers that don't provide feedback.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-black-hole-of-cx/

Learn more about ServiceNow at https://servicenow.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

  continue reading

330 episodes

Artwork
iconShare
 
Manage episode 424210486 series 1993887
Content provided by Walker Information. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Walker Information or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. It’s a black hole! This episode's guest has built an impressive early warning system that addresses this problem. Host Pat Gibbons welcomes Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, for a discussion on how she built an early warning system that addresses the problem of identifying dissatisfied customers that don't provide feedback.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-black-hole-of-cx/

Learn more about ServiceNow at https://servicenow.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

  continue reading

330 episodes

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