Member Since: 13th Jul 2011
Claire helps organisations drive shareholder value by delivering better experiences for customers, employees and partners.
A globally recognised Customer Experience and Customer Success expert with >20 years experience driving innovation in use of insights, behavioural economics and technology to empower decision making and accountability across the enterprise.
Working as both a consultant and in-house leader, Claire has lead companies to empower everyone to be accountable for improvement, motivate individuals to do something differently and predict/monitor business impact.
CX Innovation and Consulting OCX Cognition
13th Jul 2011
What a great debate. Personally I don't get too hung up on a name, but it can help to ensure that we are all aligned and provides clarity around what we are attempting to achieve. For me, EFM is a relatively bland moniker for the platform underpinning a customer/employee engagement programme. However it is only that - a platform. The magic happens when, as Bruce says, the organisation uses the platform to support and enable action and therefore growth. As long as the technology platform does what it says on the tin and manages the feedback effectively, we can be confident that knowledge is being driven across the enterprise. With hygiene factors now addressed, we can concentrate on the important and exciting stuff - driving cultural and behavioural change.
Claire Sporton, Confirmit