About the Episode

The practice of Customer Experience is continually evolving, and practitioners need to adapt to these changes, incorporating new methods into existing programs while retaining valuable information over time. Today we’re going to talk about Customer Experience measurement, and the value of utilizing both new and existing measurements to better understand your customers.

To help me discuss this topic, I’d like to welcome Judy Bloch, Principal CX Advisor, Medallia.

About Judy Bloch

Judy Bloch is Principal CX Advisor at Medallia.

From Judy:

I have a passion for customers and driving positive brand experiences across all channels & touchpoints. I also have a keen ability to see opportunity. Opportunity to design better processes & experiences, for customers and for employees. I see it everywhere – in my personal life from PTA meetings, to visiting a friends in the hospital – and professionally from cross-channel servicing operations, to brand awareness & product value proposition. Opportunity to drive improved customer loyalty, lower costs, and deliver higher quality by cutting through the noise and creating a laser focus on the critical issues.

I am skilled at designing programs & structured problem solving frameworks to identify and solution challenging business opportunities with measurable results. Leveraging my 15+ years of business process improvement experience and leadership, I champion a culture of customer advocacy. I am knowledgeable on a variety of methodologies including Six Sigma/Root Cause Analysis, Customer Experience Management (CEM) and Journey Mapping/Management. I coach and mentor others to apply these rigorous methodologies and deliver results.