Scott Downing

Customer and Employee Experience Strategic Executive

Scott is a Global Employee and Customer Experience strategist, and an advocate for Continuous Improvement. He has experience across the SaaS, Telco and Financial Service sectors in multiple regions.

3 Posts

Proving the value of your CX programme

Paid Members Public

CX programmes add value to all areas of the business - and existing ROI calculators are seldom able to offer a balanced perspective. So how can you prove the value of your CX programme?

Customer Experience

Establishing a customer-centric culture at your company

Paid Members Public

A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.

Customer Experience

Embracing red metrics: putting the focus on actionable analytics

Paid Members Public

Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.

Customer Experience