Most companies today don’t have any tangible value, points out our guest Tom Monahan. It’s all concentrated in relationships with customers and the experiences companies provide.
Tom Monahan led CEB for decades, developing a compelling suite of research, benchmarks, and decision-support tools and services and eventually selling the company to Gartner. His work at CEB included the development of the Customer Effort Score, at the time a revolutionary way of thinking about the customer experience in terms of friction and ease, and a metric still in widespread use.
Since selling CEB to Gartner, Tom has served on a number of boards, and for the past couple of years has been CEO at DeVry University, where adult, working students further their careers. Tom thinks of his DeVry students the way CX professionals should think about their customers – in terms of data, insights, and metrics that predict outcomes.
Listen for Tom’s great points about:
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