In this engaging conversation, Merete, Joanna and Jenny McCoy explore the multifaceted world of customer experience (CX). They discuss the importance of human experience in CX, the challenges organizations face in delivering exceptional service, and the need for continuous improvement.

Jenny shares her journey from frontline roles to leading CX strategy at the Irish Management Institute, emphasizing the significance of understanding both employee and customer experiences. The discussion also highlights the necessity of operationalizing customer insights and the balance between metrics and feelings in creating a customer-centric culture. In this engaging conversation, the speakers delve into the significance of customer experience (CX) in driving long-term brand growth. They discuss the challenges of measuring ROI in CX, the importance of understanding human behavior, and the future of CX in a rapidly evolving landscape.

The conversation emphasizes the need for ethical leadership and a strong purpose in organizations to foster a customer-centric culture. The speakers also share personal achievements and insights gained from years of experience in the field, highlighting the continuous nature of CX improvement.

If you want to follow Jenny, you find her here: https://www.linkedin.com/in/jenny-mccoy-253b792a/

If you wonder what car brand, airline or pizza delivery company are referred to in the episode, reach out to hello@thecxpod.no