{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"The Black Hole of CX","description":"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\u2019s a blind spot \u2013 the vast majority of customers never provide their feedback. Actually that\u2019s more than a blind spot. It\u2019s 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\/ ","author_name":"The CX Leader Podcast | A resource for customer experience leaders","author_url":"https:\/\/cxleaderpodcast.com","html":"<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>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/173405417"}