In this enlightening episode, Shilpa chats with Emma Sopadjieva, Head of Customer Experience Research and Insights at ServiceNow, about the transformative power of customer experience and loyalty economics. They discuss the essential role of inter-departmental collaboration, the evolving landscape of customer feedback collection, and the shift towards using multiple data sources and predictive analytics for proactive customer engagement. Emma shares insights into how her team is leveraging data to anticipate customer needs, solve problems preemptively, and create impactful changes. Highlighting the importance of customer feedback in driving business innovation, they explore real-life examples from brands like Delta Airlines. Tune in to discover how the future of customer experience is shaping the success of businesses.

Here are the highlights of this episode:

[0:17] Introduction to today’s episode

[2:22] Emma’s background and introduction.

[4:43] The impact of customer experience on a company’s balance sheet.

[7:32] Where to start with customer experience.

[10:25] The importance of tying customer experience to the financial model.

[13:27] What are the prerequisites for data integration?

[15:38]Cxm tool for companies starting out.

[18:01] How do you identify which customer feedback is relevant?

[20:09] Signs to look for in customer experience.

[22:11] The importance of taking action on feedback.

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