Series 1 - Episode 12 - Claire Sporton - Sporton Consulting Ltd

20 May 2021

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

In this episode we’re joined by Claire Sporton, Head of Consulting and Customer Success at OCX Cognition and Founder of Sporton Consulting Ltd. With a background in psychology and systemic management, Claire has over 20 years’ experience both as a consultant and a practitioner, helping organisations bring together customer, employee, and partner perspectives and marrying them with financial, operational, and behavioural data to create insight and positive change.

During her conversation with Neil Sharp, Claire takes a look at how leading organisations can get to the bottom of what their customers are thinking and feeling, and addresses questions such as;

  • How you can use technologies such as Artificial Intelligence to make sense of “Customer Exhaust”
  • Why ‘true empowerment’ on the front line often proves elusive
  • Whether there’s still a place for customer surveys and measures such as customer effort, NPS or customer satisfaction

If you want to take a step back and really challenge yourself to consider whether you are really getting the best from your customer Insight or if you are considering new technologies to help drive continuous improvement, this is the episode for you.