The Black Hole of CX

CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there's a blind spot – the vast majority of customers never provide their feedback. Actually that's more than a blind spot. It's a black hole! This episode's guest has built an impressive early warning system that addresses this problem. Host Pat Gibbons welcomes Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, for a discussion on how she built an early warning system that addresses the problem of identifying dissatisfied customers that don't provide feedback. Find a transcript for this episode on the show notes page: Learn more about ServiceNow at Listen to more episodes at Learn more about Walker at

You can listen to The Black Hole of CX online on Radio and Podcast. Open the player on this page to stream the available audio.

The Black Hole of CX is an episode from The CX Leader Podcast with Steve Walker | A resource for customer experience leaders by Walker Information.

This episode is 24:14 long.

This episode was published on Jun 18, 2024.

Yes. Use the heart button on the episode page to add it to your favorite episodes list.

Yes. This page shows related episodes from The CX Leader Podcast with Steve Walker | A resource for customer experience leaders when more episodes are available from the podcast feed.