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

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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