No matter how long you've worked in customer experience, every once in a while, someone comes along with a simple and powerful view that can change your own thinking. Millie Gillon, a Senior MD and Head of CX, Innovation & Transformation at Standard Chartered Bank, is one of these people.
While we may have passed each other in the halls of JPMorgan or even American Express, I was grateful to have her on the show and cover some deep topics and learn from her in this episode. We cover:
- How she leads her team toward bringing together customer experience metrics and business metrics
- Her approach to metrics and her Five Voices of CX framework (you'll want steal this one for sure)
- Tips on influencing the C-Suite and the firm more broadly
- Advice for CX practitioners and peers to support each other to grow and learn
A fantastic show with an innovator and leader in financial services. I walked away from this episode not only with new learning, but feeling like I was speaking with someone who truly wanted to make a difference in the world (not just financial services).
A must listen-to show!
