The CX Leader Podcast | A resource for customer experience leaders The Black Hole of CX
Jun 18, 2024
Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, specializes in understanding customer satisfaction through innovative approaches. In this conversation, she reveals the 'black hole' of customer feedback where many dissatisfied customers remain unheard. Maddie discusses her creation of an early warning system designed to identify these silent detractors. The dialogue showcases how organizations can enhance their closed-loop programs and effectively act on insights, ultimately improving customer experience.
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Securing Buy-in
- Secure leadership buy-in early by showcasing the potential financial impact of the program.
- Quantify the ROI in clear, concise terms, like projected dollar value impact.
Foundation for Predicted NPS
- A robust existing CX program is crucial for building a successful predicted NPS program.
- High adoption of the existing program facilitates easier integration and leadership buy-in.
Building a Predictive Model
- Use a wide range of operational variables, including usage data and support interactions, to train the predictive model.
- Train the model with existing NPS data to predict dissatisfaction risk and identify key areas for improvement.