Insightful Leaders Kapiche

Centralized in-house insights teams can learn much from behavioral science and the art of understanding why customers behave the way they do. This unlocks tremendous growth opportunity because it helps other departments design the right customer experience strategy which in turn that drives higher satisfaction, retention and revenue growth.

In this episode we deep dive into strategies and solutions for managing the experience and customer insights transition from start-up to scale-up and beyond.

At RACQ, trust is a key competitive advantage. In this episode we cover how Insights Managers should actually go about defining and measuring two key metrics, trust and transparency, to deliver genuine customer-centric change and business results.

Design Thinking is the secret sauce for transforming your customer insights into innovative CX initiatives. Understand how the double diamond model works as it relates to insights to more confidently allocate limited budget and headcount resources for maximum impact.

In this episode we explore some solutions and strategies to build and maintain empathy for the customer journey when so many of these interactions have moved to digital platforms.

Welcome to Insightful Leaders. I’m your host Ryan Stuart and this is the show where I interview proven leaders in Customer Insights and CX who share their stories, strategies, and insights to drive meaningful change at your organization.