Customer feedback only creates value when it impacts decision-making.
One of the great challenges for CX leaders is ensuring that insight has enough credibility, visibility, and organisational reach to shape what happens beyond the customer service function.
In this conversation, Johanna Marks, Head of Customer Services at the UK Hydrographic Office (UKHO), examines how a more systematic approach to customer intelligence has helped drive improved service performance, while also informing product development and strengthening organisational culture. Her perspective offers a practical view of how measurement can become meaningful, tangible action.
Key themes:
- How real-time VoC data can provide the evidence needed to influence product direction
- Why recognition and shared accountability make CX an enterprise-wide concern
- How to determine where AI can create genuine benefits for the customer before accelerating investment
~
To watch more video interviews with thought leaders from our community, check out our Shorts series.
