In this episode of the Support Insights podcast, we caught up with Emma Sopadjieva, Head of CX Analytics at ServiceNow (ex-Eventbrite and Medallia).
Emma's role at ServiceNow is "90% influence, and 10% data"—a description that resonates, I bet, with everyone who works in customer experience.
In this episode, we dive into what it takes to drive customer experience improvements in a business.
From aligning CX metrics with other departments KPIs to demonstrating a clear ROI of investing in CX, this episode is a masterclass on influencing customer-centric change at a large company.
You'll find out: