North Star

Ep44: Prove it or Lose it: The CX Case for Investment

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You can’t improve what you don’t measure - or what your organisation doesn’t value. 

In this episode of CXD, Oliver King sits down with aviation CX leader, Claire Donnellan, to talk about the pressures that shape the airport and airline experience, the gap between data and action and the commercial risks of viewing CX as just a ‘nice to have’. 

Trying to drive change in aviation or a complex organisation? This one’s for you. 

Connect with Claire Donnellan.

Chapters

  • 00:00- The Challenge of Proving CX Value
  • 02:50 - Understanding the Disconnect in CX Investment
  • 09:52 - The Role of Data in Customer Experience
  • 12:16 - Building Confidence in CX Initiatives
  • 20:54 - The Importance of Small Experiments
  • 25:32 - Aligning CX with Business Risks
  • 30:11 - Facilitating Change in CX
  • 37:40 - The Path to Strategic CX Leadership

 
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