On this episode, Diya Sikka, Director of NPSx, a start-up at Bain & Company, discusses the third wave of customer experience and the shift from surveys and insights to predictive analytics and data-driven value. She emphasizes the importance of not relying solely on a single metric like Net Promoter Score and highlights the need to connect CX to key value metrics. Diya also discusses the challenges of organizing and utilizing data for CX and recommends starting with use case driven approaches and leveraging existing technology.
Key Insights:
- Relying solely on a single metric like NPS is not the right approach; it should be connected to key value metrics.
- Organizations should start with use-case-driven approaches and leverage existing technology to organize and utilize data for CX.
- Evaluating CX maturity can be done using the CX global standards framework, which assesses capabilities in culture, capability, and execution.
- Data management is a critical area that companies often overlook in creating a strong customer experience.
- CX leaders should go beyond surveys and understand sentiment across the entire customer base to unlock value.
- The role of the CX leader is to be a master coordinator and facilitator across teams, driving customer-centricity and connecting the dots.
- Recognizing and empowering employees is crucial in creating a customer-centered culture.
- Creating a closed-loop feedback system and actively listening to employees' suggestions and ideas is essential.
- Best-in-class companies prioritize the customer in executive meetings and leaders actively engage with customers.
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