32 min

Ep. 156: Kathy McGettrick | How IBM Scales Customer Feedback The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

IBM used to collect customer feedback through longitudinal surveys—until Kathy McGettrick, the vice president of market development and insights at IBM, realized the surveys put all responsibility for creating quality experiences on IBM's sellers and ignored other aspects of the customer experience. So Kathy launched a digital platform that sent client feedback deeper into IBM. Today, some 40,000 IBMers use a client experience management platform that tracks hundreds of thousands of data points.

IBM used to collect customer feedback through longitudinal surveys—until Kathy McGettrick, the vice president of market development and insights at IBM, realized the surveys put all responsibility for creating quality experiences on IBM's sellers and ignored other aspects of the customer experience. So Kathy launched a digital platform that sent client feedback deeper into IBM. Today, some 40,000 IBMers use a client experience management platform that tracks hundreds of thousands of data points.

32 min