Kathryn Rutkowski - The brutal reality of customer experience strategy that works - S1 Ep5
Customer experience aka CX. Is it just another buzzword or new name for customer support? Well it's neither. Kathryn lays down the truth bombs hard in this episode, cutting right through the fluff surrounding this mysterious discipline. Her multi-disciplinary experience working for firms both large and small, has meant her perspective on customer experience is extremely valuable. Naturally, we wanted to ask her everything and she didn't disappoint. We discuss everything from CX metrics, to the hallmarks of junior vs senior teams. We talk about the 70% silent complainer majority, the processes and strategies she implements and much, much more. Plus we sip a nip or two of gin and talk about her journey from big finance to tech. If you work in CX, Marketing, Customer Support, or as an executive and want to know the ins and outs of customer experience, you need to listen to this episode. Note: this is an edited re-release episode which differs slightly from the original release of June 29. For all references, mentions and trailers visit this page