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Your Customer Journey Is Lying to You: Turning Customer Data Into Business Decisions | Valerie Peck
In this episode of The SmartMAI Consulting Edge Podcast, host Dan Mulberry sits down with Valerie Peck, Managing Partner of Elevate-X Consulting Group, to explore why traditional customer experience (CX) has to evolve into Applied Customer Intelligence.
Companies have never had more data about their customers — surveys, NPS scores, CRM activity, website behavior, and more — yet many still struggle to answer basic questions: which customers create the most value, why people leave, and what the business should actually do about it.
Valerie explains why journey maps often lie, why NPS alone…
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