The Black Hole of CX

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/

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