In this first episode of Two in Twenty; Kirsten Hastings, Head of Content at White Marble Consulting (now known as Alpha Agency), is joined by Michelle Calcutt, Director of Client Experience at Aviva Investors, and our founder Twink Field.
Over the course of the 20 minutes, they delve into a range of topics, including what makes or breaks the customer experience, where CX should sit within an organization, and what areas companies should prioritize.
Themes covered in this podcast:
- The influence of the pandemic on CX
- What does good CX look like and what are the priorities to consider
- What companies most often get wrong about CX
- The main priorities when it comes to CX and regulation at present
- Where should CX sit within an organization
- The metrics and measurement of CX
- The next frontier for improving client engagement
Follow our Two in Twenty podcast series on Apple Podcasts, Google Podcasts and Spotify.
Listen to episode two, Shaping culture and building behavior.
