CX Files podcast
About
CX Files features the best thinkers and leaders in Customer Experience (CX) globally.
In this episode of the CX Files, Peter Ryan speaks with Melanie Disse, founder of Melanie Disse Consulting, about one uncomfortable truth: The problem in CX isn’t a lack of insight. It’s a lack of action.
In this conversation with Peter Ryan, Melanie outlines how companies can more effectively obtain feedback from customers and how to make use of this feedback. Most companies struggle to turn customer feedback into action, and many are still relying heavily on surveys as their sole source of insights.
Is there a better way to engage customers and get productive feedback?
Tune in to hear about the importance of leveraging customer insights to drive great customer experience, and how to move beyond just collecting feedback to actually acting on it. Melanie identifies three stages: listen, analyze, and act, emphasizing the challenges in breaking down silos and using technology to unify data from various sources. Melanie also notes the global phenomenon of poor customer service and the necessity for organizations to implement feedback to improve CX.