Ep51: You're measuring the wrong thing: why trust beats satisfaction

Most organisations are trying to grow revenue, but they're focusing on the wrong lever. Revenue is the outcome of customer decisions, and those decisions are driven by trust.

In this episode, Oliver King, Co-founder of Engine, is joined by Chris Johnston, Founder and CEO of Adoreboard, to explore how trust is built and broken through everyday customer experiences, where organisations are unintentionally losing value, and what changes when you actually see and measure it.

Together, they unpack how combining emotional insight with experience design helps organisations move from measuring performance to actively driving growth.

Because in the end, revenue is the outcome. Trust is the leading indicator. And customer experience is how you earn it, every single day.

Connect with Chris on LinkedIn.

Connect with Olly on LinkedIn.

Chapters:

01:52: Why measuring trust is key
03:01: Data challenges in Customer Experience
05:17: Revenue impact and CX improvements
07:48: AI and trust in the future of CX
12:56: Predicitve insights
17:35: Emotions in CX
21:22: Balancing technology and human connection
24:43: Challenges in insight generation
27:51: Designing for trust and future outlook

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