For organisations just beginning their CX journey, a level of customer immersion is required to support a shift toward greater customer connectedness. Bringing VOC data to life in new and interesting ways is a key enabler for employees adopting a customer mindset. Helping those same employees to take action and own the change required demands a greater focus on employee engagement. For News Corp Australia’s growing subscriptions business, a mix of CX wins and commitment to improving eNPS has ensured a future focus now exists toward improving Customer Advocacy.
Kristin Haynes, Customer Experience Manager, News Corp