1 rich Libsyn https://www.libsyn.com 90 600 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: https://cxleaderpodcast.com/the-black-hole-of-cx/ Learn more about ServiceNow at https://servicenow.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ The CX Leader Podcast | A resource for customer experience leaders https://cxleaderpodcast.com <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/31748612/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/88AA3C/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/content/173405417