#550: The science of CX with Martha Brooke
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 17 July 2024
⏱️ 24 minutes
🧾️ Download transcript
Summary
While we talk about customer experience a lot on this show, today’s focus is going to be a little different than some of our past conversations. Today we’re going to talk about adding science to customer experience programs, and, more specifically the science of CX surveys.
To help me discuss this topic, I’d like to welcome Martha Brooke, Chief Customer Experience Analyst at Interaction Metrics.
RESOURCES
Interaction Metrics website: https://interactionmetrics.com/
Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
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Transcript
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| 0:00.0 | The Agile brand. |
| 0:03.0 | Welcome to Season 6 of the Agile brand, where we discuss marketing technology and customer experience, trends, insights, and ideas with enterprise and technology platform leaders. |
| 0:18.0 | We focus on the people, processes, data, and platforms that make |
| 0:22.1 | brands successful, scalable, customer-focused, and sustainable. This is what makes an agile brand. |
| 0:28.0 | I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, marketing operations, and |
| 0:33.6 | CX, best-selling author and speaker. The Agile Brand podcast is brought to you by Tech Systems, an industry leader in full-stack |
| 0:40.8 | technology services, talent services, and real-world application. |
| 0:45.2 | For more information, go to teksystems.com. |
| 0:50.0 | Before we get started, I wanted to let you know that my latest book, Priority is Action, Seven Principles for Better Strategies, Decisions, and Outcomes is now available. |
| 0:58.4 | In it, I give ideas and insights for leaders and teams that need to make meaningful progress on their priorities. |
| 1:04.1 | After all, our priorities are what we do, not what we say we'd like to do. |
| 1:08.2 | You can find Priority as Action on Amazon or learn more on my website, |
| 1:11.7 | Greg kilstrom.com. Now let's get on to the show. |
| 1:17.5 | While we talk about customer experience a lot on this show, today's focus is going to be |
| 1:21.7 | a little different than some of our past conversations. Today we're going to talk about adding |
| 1:26.3 | science to customer experience programs and more |
| 1:28.8 | specifically the science of CX surveys. To help me discuss this topic, I'd like to welcome |
| 1:33.7 | Martha Brooke, Chief Customer Experience Analyst at Interaction Metrics. Martha, welcome to the show. |
| 1:39.5 | Hey, Greg, I'm glad we could do this. Yeah, absolutely. Yeah, I love this topic and looking forward to it. |
| 1:45.6 | Before we dive in, though, why don't you give a little background on yourself and what |
| 1:50.2 | you're currently doing? |
| 1:51.5 | Sure. |
... |
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