If you are truly focused on improving your organization's CX, it’s important to understand the two approaches to NPS, and how these impact your ability to respond to customers and improve your organization's CX.

This is how to find those elusive actionable insights to drive change and grow your business. Until then – it’ll just be numbers in a vacuum.

Our guest for today's episode is Karen Wynn. Karen is a senior customer-centric leader with 20 years experience. She chats to us about using data and insights to drive change, strengthen commercial outcomes and deliver value to members.

In our first Insightful Leaders episode, we chat to Sergio Rossini about how effective storytelling helps insights and CX teams communicate the value of VOC programs to non analytical decision makers.

Instead of collecting data solely for the sake of having it, organizations need to create connections between data and their business goals.

To unlock business growth in the post-COVID era, businesses must find ways to develop a 360-view of the customer experience so that they can better analyze, understand, and act on customer intelligence.

Do you know how to measure ROI for your VoC program? Here's our guide on how to set up and track the effectiveness of your CX or VoC programs.