Ep.24: How to influence customer-centric change [Feat. Emma, Head of CX Analytics at ServiceNow]

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights

In this episode of the Support Insights podcast, we caught up with Emma Sopadjieva, Head of CX Analytics at ServiceNow (ex-Eventbrite and Medallia).

Emma's role at ServiceNow is "90% influence, and 10% data"—a description that resonates, I bet, with everyone who works in customer experience.

In this episode, we dive into what it takes to drive customer experience improvements in a business. From aligning CX metrics with other departments KPIs to demonstrating a clear ROI of investing in CX, this episode is a masterclass on influencing customer-centric change at a large company.

You'll find out:

1. The best structure of a CX department for a customer-centric culture.

2. How to prove that your company should invest in customer experience.

3. Why NPS is useful, but the drivers of NPS are what's most interesting.

4. How Eventbrite leverages customer support conversations to drive product improvements.

5. Why you should invest in text and sentiment analytics tools to run real-time analytics projects that REALLY influence decisions.

6. Why democratising customer feedback is critical to successful customer-centricity.