Claire Sporton's guest appearances

Claire Sporton

Relentless Health Value™

Amazing Business Radio

The PEN Perspective Podcast

Paul Simms

Cameron Mitchell

David Smith

Michael Bungay Stanier

Daniel Ramsey

Sarah Petty

Marc Elliot

John Ruhlin

Augie Ray

Jesse Cole

Michael Hunt

Danny Meyer

John Jantsch

Michael Redbord

Ali Rayl

OwlTail

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. In this episode we’re joined by Claire Sporton, Head of Consulting and Customer Success at OCX Cognition and Founder of Sporton Consulting Ltd. With a background in psychology and systemic management, Claire has over 20 years’ experience both as a consultant and a practitioner, helping organisations bring together customer,  employee, and partner perspectives and marrying them with financial, operational, and behavioural data to create insight and positive change. During her conversation with Neil Sharp, Claire takes a look at how leading organisations can get to the bottom of what their customers are thinking and feeling, and addresses questions such as;- How you can use technologies such as Artificial Intelligence to make sense of “Customer Exhaust”- Why ‘true empowerment’ on the front line often proves elusive- Whether there’s still a place for customer surveys and measures such as customer effort, NPS or customer satisfactionIf you want to take a step back and really challenge yourself to consider whether you are really getting the best from your customer Insight or if you are considering new technologies to help drive continuous improvement, this is the episode for you.

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. In this episode we’re joined by Claire Sporton, Head of Consulting and Customer Success at OCX Cognition and Founder of Sporton Consulting Ltd. With a background in psychology and systemic management, Claire has over 20 years’ experience both as a consultant and a practitioner, helping organisations bring together customer, employee, and partner perspectives and marrying them with financial, operational, and behavioural data to create insight and positive change. During her conversation with Neil Sharp, Claire takes a look at how leading organisations can get to the bottom of what their customers are thinking and feeling, and addresses questions such as; - How you can use technologies such as Artificial Intelligence to make sense of “Customer Exhaust” - Why ‘true empowerment’ on the front line often proves elusive - Whether there’s still a place for customer surveys and measures such as customer effort, NPS or customer satisfaction If you want to take a step back and really challenge yourself to consider whether you are really getting the best from your customer Insight or if you are considering new technologies to help drive continuous improvement, this is the episode for you.

Rise Of The Customer - S1E12 - Claire Sporton - Sporton Consulting Ltd

Top Takeaways:-      It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive positive change within your organization.-      Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. It is crucial to be able to determine what is important and what is not.-      Customers want and expect a personalized experience. Microdata is specific to an individual person and can help you deliver the personalized experience that customers want.-      Consumers want to do business with organizations they trust. Trust is about setting expectations and delivering on those expectations. The first step in any customer relationship should be about building that trust.-      Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. This is in spite of the fact that improving CX can lead to more success for businesses overall.-      Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to.-      Improving your NPS rating alone will not necessarily lead to an increase in sales. You must examine the operational side of your business and either eliminate or mitigate problems that get in the way of improvement.-      Technology can be a powerful tool in creating change, but it is not a solution by itself. There must always be a human element to assist, support, and create connection.Quote:“You must demonstrate the ROI of customer experience. It’s not good enough to just say that this is the right thing to do. You must have the business acumen to speak in terms your organization’s leadership understands.”About:Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit, a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Learn more about your ad choices. Visit megaphone.fm/adchoices

Top Takeaways:-      It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive positive change within your organization.-      Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. It is crucial to be able to determine what is important and what is not.-      Customers want and expect a personalized experience. Microdata is specific to an individual person and can help you deliver the personalized experience that customers want.-      Consumers want to do business with organizations they trust. Trust is about setting expectations and delivering on those expectations. The first step in any customer relationship should be about building that trust.-      <a href="https://www.confirmit.com/library/research-voc-confirmit-state-of-cx-2019-i11a/?kui=oPP-IwmoB91KODrrw3Y6yw" rel="nofollow" target="_blank">Confirmit’s recent report</a> indicates that a very small number of businesses expect their investment in CX to increase in 2020. This is in spite of the fact that improving CX can lead to more success for businesses overall.-      Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to.-      Improving your NPS rating alone will not necessarily lead to an increase in sales. You must examine the operational side of your business and either eliminate or mitigate problems that get in the way of improvement.-      Technology can be a powerful tool in creating change, but it is not a solution by itself. There must always be a human element to assist, support, and create connection.Quote:“You must demonstrate the ROI of customer experience. It’s not good enough to just say that this is the right thing to do. You must have the business acumen to speak in terms your organization’s leadership understands.”About:<a href="https://www.linkedin.com/in/claire-sporton-1b7a823/" rel="nofollow" target="_blank">Claire Sporton</a> is the Senior Vice President of Customer Experience Innovation at <a href="https://www.confirmit.com/" rel="nofollow" target="_blank">Confirmit</a>, a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

The Customer Experience Revolution Featuring Claire Sporton

Today I speak with Claire Sporton. Claire is SVP of customer experience innovation over at Confirmit. Since we did this interview, the 2019 Edelman Trust Barometer came out. And it showed that trust in US hospitals has nose-dived 8 points. Pharma and biotech held steady since last year, or slight increases, but the bar is pretty low. Same with insurance. In this conversation, Claire and I discuss why this matters—why it matters to hospitals, to Pharma, to insurance carriers, and anyone else who is desirous of customers who come in once … and then they also return. And how do you get customers to come back? It’s by having an amazing customer experience that meets customer expectations, exceeds customer expectations, and at the same time creates a measure of trust. And trust breeds loyal customers. Here’s one maxim from Seth Godin that I particularly like. He said, “We all know someone who is transactional, and it makes us feel icky. What we strive for is to feel relational and to feel that we have a relationship with someone. We all know when we’re being manipulated.” The point is this: If we don’t have trust, we won’t have the right relationships within the health care industry involved in getting the right outcomes for patients. Entities won’t be able to work together (for example, Pharma and health systems, or insurance carriers and health systems, or health systems and patients … or any combination of the aforementioned). I saw a stat the other day that said if there’s an increase of customer retention of 5%, then business returns go up 25%. That wasn’t a health care reference, per se, so there was no contemplation of patient outcomes and how much they may improve as a result of trusted health care relationships and the interoperability that results from them and care coordination … all of the above. I think even at the transactional level there’s room for improvement. And I see this as an opportunity to differentiate. “Who will be the next—or the—JetBlue of the health care industry?” is my question. JetBlue did very well in relation to its competitors in the airline industry, and they did so by creating amazing customer experiences, which trust was derived from. For more information on the customer experience and the trust fronts, the following Relentless Health Value episodes might be of interest: INBW23, EP228, EP232, EP148, and EP188.   Claire Sporton is senior vice president of customer experience (CX) innovation at Confirmit. Claire has a passion for building truly customer-centric cultures that inspire change and deliver measurable business improvement. In her role, she focuses on driving forward the discipline of CX management and ensuring that Confirmit provides the technology and expertise that organizations need to empower and inspire everyone across the organization to do the right thing. Claire was a winner of the 2018 CX Impact Award, a prestigious award issued on CX Day by the Customer Experience Professionals Association. With a background in psychology and systemic management, Claire has over 20 years’ experience as a consultant and CX practitioner, leading companies to empower everyone to be accountable for improvement, motivate individuals to work differently, and predict and monitor real business impact. 03:49 The health care ecosystem is built on trust. 04:38 “If we don’t trust each other, then we’re not going to get the right outcomes.” 05:01 The value of a relationship within health care. 07:06 Decline in trust as a catalyst for change. 08:55 Bridging a culture of business to build trust. 10:00 Driving improvement in all organizations as a benefit for all. 10:13 Driving a cultural change within your organization and reaching outcomes. 11:13 Claire’s advice for health leaders hoping to drive change for better patient outcomes and trust. 11:41 “Customer experience can be a catalyst for change.” 12:00 Driving change by empowering people across health organizations. 12:42 “If you want to make one change, empower people.” 13:52 Combining artificial intelligence with human individuality for optimum improvement. 15:09 Changing the paradigm through brand trust and customer experience. 16:24 Consumerism in health care and being a brand that consumers want to engage with. 17:33 Building relationships to meet customers’ increasing expectations. For more information on the customer experience and the trust fronts, the following Relentless Health Value episodes might be of interest: INBW23, EP228, EP232, EP148, and EP188.   Why the #healthcare ecosystem is built on trust. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience “If we don’t trust each other, then we’re not going to have the right outcomes.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience What’s the true value of a relationship within #healthcare? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How is the decline in #trust a catalyst for change? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How do you drive #trust through business practices? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How is improvement across all organizations a benefit for everyone? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience Driving cultural change to reach #healthoutcomes. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience “#customerexperience can be a catalyst for change.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience How can you drive change by empowering people across organizations? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience “If you want to make one change, empower people.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience Changing the paradigm through #brandtrust and #customerexperience. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience #consumerism in health care. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience

Today I speak with Claire Sporton. Claire is SVP of customer experience innovation over at Confirmit. Since we did this interview, the 2019 Edelman Trust Barometer came out. And it showed that trust in US hospitals has nose-dived 8 points. Pharma and biotech held steady since last year, or slight increases, but the bar is pretty low. Same with insurance. In this conversation, Claire and I discuss why this matters—why it matters to hospitals, to Pharma, to insurance carriers, and anyone else who is desirous of customers who come in once … and then they also return. And how do you get customers to come back? It’s by having an amazing customer experience that meets customer expectations, exceeds customer expectations, and at the same time creates a measure of trust. And trust breeds loyal customers. Here’s one maxim from Seth Godin that I particularly like. He said, “We all know someone who is transactional, and it makes us feel icky. What we strive for is to feel relational and to feel that we have a relationship with someone. We all know when we’re being manipulated.” The point is this: If we don’t have trust, we won’t have the right relationships within the health care industry involved in getting the right outcomes for patients. Entities won’t be able to work together (for example, Pharma and health systems, or insurance carriers and health systems, or health systems and patients … or any combination of the aforementioned). I saw a stat the other day that said if there’s an increase of customer retention of 5%, then business returns go up 25%. That wasn’t a health care reference, per se, so there was no contemplation of patient outcomes and how much they may improve as a result of trusted health care relationships and the interoperability that results from them and care coordination … all of the above. I think even at the transactional level there’s room for improvement. And I see this as an opportunity to differentiate. “Who will be the next—or the—JetBlue of the health care industry?” is my question. JetBlue did very well in relation to its competitors in the airline industry, and they did so by creating amazing customer experiences, which trust was derived from. For more information on the customer experience and the trust fronts, the following Relentless Health Value episodes might be of interest: <a href="https://relentlesshealthvalue.com/audios/inbw23/" rel="noopener noreferrer nofollow" target="_blank">INBW23</a>, <a href="https://relentlesshealthvalue.com/audios/ep228/" rel="noopener noreferrer nofollow" target="_blank">EP228</a>, <a href="https://relentlesshealthvalue.com/audios/ep232/" rel="noopener noreferrer nofollow" target="_blank">EP232</a>, <a href="https://relentlesshealthvalue.com/audios/148/" rel="noopener noreferrer nofollow" target="_blank">EP148</a>, and <a href="https://relentlesshealthvalue.com/audios/ep188/" rel="noopener noreferrer nofollow" target="_blank">EP188</a>.  Claire Sporton is senior vice president of customer experience (CX) innovation at Confirmit. Claire has a passion for building truly customer-centric cultures that inspire change and deliver measurable business improvement. In her role, she focuses on driving forward the discipline of CX management and ensuring that Confirmit provides the technology and expertise that organizations need to empower and inspire everyone across the organization to do the right thing. Claire was a winner of the 2018 CX Impact Award, a prestigious award issued on CX Day by the Customer Experience Professionals Association. With a background in psychology and systemic management, Claire has over 20 years’ experience as a consultant and CX practitioner, leading companies to empower everyone to be accountable for improvement, motivate individuals to work differently, and predict and monitor real business impact. 03:49 The health care ecosystem is built on trust. 04:38 “If we don’t trust each other, then we’re not going to get the right outcomes.” 05:01 The value of a relationship within health care. 07:06 Decline in trust as a catalyst for change. 08:55 Bridging a culture of business to build trust. 10:00 Driving improvement in all organizations as a benefit for all. 10:13 Driving a cultural change within your organization and reaching outcomes. 11:13 Claire’s advice for health leaders hoping to drive change for better patient outcomes and trust. 11:41 “Customer experience can be a catalyst for change.” 12:00 Driving change by empowering people across health organizations. 12:42 “If you want to make one change, empower people.” 13:52 Combining artificial intelligence with human individuality for optimum improvement. 15:09 Changing the paradigm through brand trust and customer experience. 16:24 Consumerism in health care and being a brand that consumers want to engage with. 17:33 Building relationships to meet customers’ increasing expectations. For more information on the customer experience and the trust fronts, the following Relentless Health Value episodes might be of interest: <a href="https://relentlesshealthvalue.com/audios/inbw23/" rel="noopener noreferrer nofollow" target="_blank">INBW23</a>, <a href="https://relentlesshealthvalue.com/audios/ep228/" rel="noopener noreferrer nofollow" target="_blank">EP228</a>, <a href="https://relentlesshealthvalue.com/audios/ep232/" rel="noopener noreferrer nofollow" target="_blank">EP232</a>, <a href="https://relentlesshealthvalue.com/audios/148/" rel="noopener noreferrer nofollow" target="_blank">EP148</a>, and <a href="https://relentlesshealthvalue.com/audios/ep188/" rel="noopener noreferrer nofollow" target="_blank">EP188</a>.  Why the #healthcare ecosystem is built on trust. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience “If we don’t trust each other, then we’re not going to have the right outcomes.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience What’s the true value of a relationship within #healthcare? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How is the decline in #trust a catalyst for change? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How do you drive #trust through business practices? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How is improvement across all organizations a benefit for everyone? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience Driving cultural change to reach #healthoutcomes. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience “#customerexperience can be a catalyst for change.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience How can you drive change by empowering people across organizations? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience “If you want to make one change, empower people.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience Changing the paradigm through #brandtrust and #customerexperience. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience #consumerism in health care. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience

EP234: Customer Experience Drives Trust, and the Two Together Drive Outcomes, With Claire Sporton of Confirmit