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Deriving Value from Vanity ft Sue Duris
Manage episode 314341285 series 3280842
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Obsessed with the undying temptation to make data driven decisions in the present world, we clarify what to expect when incorporating dashboards in the CX framework with Sue Duris, Co-Founder and President of M4 Communications, a global marketing and customer experience strategic consulting firm that helps organizations create omnichannel experiences to engage employees and drive customer value. As an experienced Marketing and CX leader, with former positions as CMO, VP of Marketing, and Director of Customer Experience, and a history of helping companies create customer-centric models, she takes us step by step through the process of deriving value from so-called vanity metrics when it comes to measuring customer experience. Some of the bullets we chip at:
- Growth Triangle - Culture, Employee Experience, Customer Experience
- Painting the complete CX picture
- Focusing on the number, not the mindset
- Understanding 'why' and 'how' of the chosen metric
- Continuous Optimization
- Customizing Dashboard Composition
Sue's LinkedIn profile: https://www.linkedin.com/in/sueduris
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