Chloe talks to us about challenging the conventional, what more can be achieved in CX, and the importance of CX professionals showing ROI. She explores how we can link data to better serve the customer, employee, and brand and we discuss the advancement in CX programmes over the last 5 years, and whether this may have gone too far and how this can be addressed. 

Chloe takes us through the insight work Kantar have done exploring the gap between brand promise and what CEO’s think their organisations are delivering, and what’s actually being delivered for customers and what customers are really saying, and how culture and EX impacts this.

We hear about Chloe's background in marketing and research before coming into CX, the launch of Women in CX earlier this year, her advice to her younger self and those coming up through the industry. We also hear about her Grandfathers D-Day heroics, her passion from Tennis and her love for Horses.